Incident Management Solutions Anmeldelser 

The worst customer service I have experienced bar none. They've been handling a 'no fault claim' on behalf of RAC Insurance regarding my vehicle since 9th Sept. (it's now 12th October). They initially undervalued the vehicle substantially while I was on holiday and emailed me details, which I immediately disputed in writing. I asked that the valuation not be sent to the third-party insurer until I returned, as I would prove that my vehicle could not be replaced for the figure that they gave. They went ahead anyway, and the day I returned I was informed the valuation had been processed. They are a nightmare to get hold of on the phone, so expect to be held in a queue for hours. I got them to up the valuation on my vehicle by 22% after one phone call but they wouldn't budge even after I sent links to similar vehicles for sale at higher prices. I was told that the only way to get this value increased would be to speak to the insurance underwriter, (Ageas - I believe - not RAC, and who I have never had direct dealings with), but that it may delay proceedings and I could lose my excess - which seems like a total fob off, if not an outright lie. Today I received a cheque that was about 70% of the 'agreed' value of my vehicle. I spent an age on hold again only to be told that the third-party insurer had not paid the difference in valuation (because IM Solutions went ahead sent the first valuation even though I rejected it outright), and the salvage value of my car had not been reclaimed yet from the salvage company, and that I could expect two more cheques within the next week or two - unless the third-party insurer disputed their share. I was never informed of any of these circumstances verbally or in writing when dealing with these charlatans. They have been so awful to deal with that I may even enquire of future insurers if they use this company to handle their claims. I'm not even sure who to complain to that might make a difference, as these claim management companies are now used by many insurers, what is one's insurer actually providing by way of a personal service these days? At no point in dealing with IM Solutions have I felt like anything more than a number at best, and at worst I feel like I've been 'had over' by somebody who was actually commissioned by my insurer to work on my behalf.

If I could give zero stars I would. No communication, had no clue who these were or why my insurer are using them. From what I can gather they request an invoice for the car amount and then pay us. I rang to query what was happening and got a rude woman on the other end telling me they have a specific amount of time to pay out but then received an email from my insurer saying they are waiting to get a response from the third party but their website message chat says there’s no timeframe for the third party to contact, hence the long wait for payouts. I pay Hastings to deal with claims but then they recruit this waste of space company. Reading the reviews I’m not holding out much hope of getting this resolved soon. Complaints have been raised on the shocking dealings of these and Hastings and if the claim is not finalised next week the next step will be The Financial Ombudsman. I have my insurer telling me I’ve had the payout and to take the hire car back but no payout!!

got passed on to this company threw ERS then to Enterprise Rent a car then to I.M.S. with no choice from day one it has been awful and a complete Fars the other companies should be ashamed to even use them I've gone to the BBC Rip of Britain and the more people do hopefully they will bring it to light and may be insurance company's will stop using them

My vehicle was involved in an accident in July 2022, clearly a non-fault incident where I was stationary in traffic and hit from the rear by a third party.
Since that day there has been literally zero update from this company despite them telling you they will contact you weekly with updates. My car was declared a total loss which was expected - this was 2 months ago. They have tried cancelling my claim twice without my consent, which has meant enterprise on two occasions has tried to take my hire car back leaving me without a vehicle!
They are rude, patronising and incompetent when you speak to them and the hold times are to ridiculous.
Tried to raise a complaint back in August and again last week, no response from this s**t house of a company.
The valuation they provided for my vehicle is about £1,000 lower than any others than are available to purchase of a similar age and milage, I provided 10 alternatives advising I couldn't put myself back in the same financial position as prior to the accident but they do not care. Considering they are acting on my behalf they work completely against you and just tell you to claim via my own insurance. For a non fault accident?
I'd completely avoid using them if you can. I'm going to file a complaint with the financial ombudsman I'm completely in awe that this company is still operational. Absolutely abysmal customer service and they don't comply to TCF in anyway shape or form.

Absolute joke this company.My claim is still ongonig since May 22. I had to make a claim through Lloyds after my stationary vehicle was hit from behind whilst parked ( luckily no one in the vehicle but I was walking towards it) They send emails asking you to call them but they never answer the phone.Almost 5 months after claim started they now decide my car a write off ( knew this from day 1). 3 weeks ago had email to say monies would be in my bank within 3 days( I’m still waiting) I’m sure I will be given 5 months to find another car before my courtesy car goes back ,right!!!!This company should not be trading

Appalling disgusting cheap firm. Wanted to scrap my wife’s car before even seeing. Only found out by accident. Call and you start off around 32 in the queue, only work between 10am and 4pm when you are working yourself and would get a disciplinary for spending an hour getting to number 12 in the queue. They can’t call you back you have to call and start in the queue again. If your insurer uses them ask the other insurers to process the claim or better still change your insurance company.

Really poor …. Left hand doesn’t know what right hand is doing. Very shocked that RAC use them. Went on holiday and whilst away neighbour crashed into our car on drive! Bashed the bumper. Hire car sorted quickly. Pictures sent and a video. Phoned a few days later ( after waiting ages and ages in a queue) to see if repairable. Told pictures hadn’t been uploaded onto system even though we had been told they were with the assessors? Wrote an e- mail to complain and then had letter sent to say car was being written off within 24 hours of complaint. We know car doesn’t have enough damage to be written off. Phoned again….. ( long wait in queue) to be told to wait while cost of repair bought up to screen. Embarrassed voice….. told to hold again….. letter for right off withdrawn as sent in error….. good job we phoned!! Sent a link to track repair….. doesn’t work. Have to phone yet again to see what is happening. Nearly 2 weeks on…. car still sitting on drive…. have lost all confidence in this company and the RAC for using them . Worst experience ever with a car insurance claim.

This company needs to be shut down, there useless. Who can make a decision about a repair from looking at a few pictures? No tools no checks just opinions and lack of skill. When I realised how they were going to proceed with my repair I got a second opinion from my main dealer. Which are equipped with the right tools, knowledge and facts to diagnose a fault or issues with my car. When reported real issues that where diagnosed with my car back to this company, they dismissed them. My car was health checked a month before my non fault accident With no issues. It took two months after the accident for pictures to be taken, But Now I am having to jump through hoops to prove it. Avoid this Cowboys they don't know what there doing.

Not worth any star, before you take out insurance make sure they don't use this company, read other people reviews.because they are all true, Read their testimonials which were done by people who work for them. Checked with companies House. They cancelled work on our car. Because we did not agree with their discussion. Zenith/Enterprise cars you need to find a different company. DO NOT USE . I will asking insurance companies if they use them and will not be taking out the policy with them, if they do.

Wow zenith you should be ashamed of yourself for using an outfit like this my van was smashed into by a drunk driver 2 months ago still nothing I suffer from severe hypa tension can't sleep for worrying my mental health is in pieces

Why is it that no one has anything good to say about this company, yet they’re still up and running??

I can relate with every single of one these reviews. It’s been weeks I am waiting to hear from ‘IMS’ through enterprise. Hastings refuse to help, Yet they have bots clearly giving “good” reviews back to back (fishy if you ask me).
This is ridiculous ???

Why are they not being held accountable for their terrible service??!!

A total lack of response from IMS to my repair. They have been chased for days by phone and email to get my car allocated to a repairer and have simply ignored everything. One of the service providers; enterprise, emailed them directly including their complaints team and also a senior director and a week later, nothing.
Apparently they only work 10.00 to 16.00 M-F. I don't see how a firm that works in the car insurance incident space can work those hours without compromising service. I'd give zero stars if i could.
In my opinion, Hastings Direct should stop using firms that have such an appalling track record of poor service.

Utterly ridiculous company. Do not trust them, they lie. They agree salvage values with you, then don't confirm with the other insurance company. Then, surprise surprise you end up not getting the full value they agreed in writing with you. You can't get through to them on the phone ever!

Avoid like the plague.

An absolute joke of a company. They were used to handle a claim and wrote of my vehicle which wasn’t necessarily a problem, the valuation was though. Massively under valued, I obtained my own valuations HPI, Parker’s as well as Autotrader listings to prove that the market value was much higher than they had quoted. I also asked for them to provide similar evidence for their valuation. They didn’t/couldn’t/wouldn’t then emailed to say my cheque was in the post & fully settled! After speaking to Ombudsman & underwriter I was advised to instruct them to close the case and refer to the underwriter clearly stating that I had rejected the valuation. The claim is now being managed by my underwriter. Do not be pushed around by these cowboys.

Worst company I have ever dealt with communication terrible, rude staff, especially guissipe ! They don’t explain things, I persuaded my deal was a good one and it was the best price to pay me out and pushed into it but when i called to question how I’d been treated and asked for a reviewed as the engineer advised me not to claim for door then took money off my payment for the door ! Was told the engineers never change their mind on settlements well would you believe if they did ! Very unprofessional and will be taking my complain further ! Please never use Enterprise car rental they pass your claim in to these people ! And it’s nothing but stress and they try take advantage of you !!!

Avoid this company. Very poor communication can't get through on the phone mistake after mistake with total lack of awareness. Can't work out between themselves how much money they owe and no one seems to be bothered about doing anything to help including the so called engineers.
Avoid unless you enjoy stress and grief.

The worst company I've ever had to deal with. I raised a complaint and received a response after two days which didn't answer any of my questions. There was no joined up thinking. The staff are rude and inexperienced and I'm shocked that they are used by reputable insurance companies. On to the ombudsman.

Joke of a company my insurance has paid them by electronic bacs payment and they telling me they don't have my settlement money for my car being a total loss when they do have it they received the money on Monday and keep telling me that haven't received it at all now enterprise want the courtesy car back on Monday coming

I had an accident on 4th Jan 2022 which wasn’t my fault and although my local garage have taken
Photos and provided a quote for repair, no one from IMS is responding at all!! This has been ongoing ever since! I have called so many times and no one is actually dealing with anything. My car has an MOT in 2 weeks and as some of the damage includes front lights I know it will fail if not fixed. I will be reporting this company to the watchdog, papers, ombudsman etc It’s absolutely appalling. The stupidest thing is Enterprise Cars keep calling me to tell me a courtesy car is ready but they cannot give it to me until my car is in the garage. The garage need the quote approving as clearly they want confidence and communication that they will be paid for the work. One thing for sure if that Hastings will not be getting my business ever again and I will do more research as to who they use for repairs. It’s a shame you only find out how good or bad an Insurer is until you actually need them, which isn’t often but no one I speak sorts anything out. In fact they are still advising me that a note was out on the system weeks ago to email my dealer and that still hasn’t happened?!!! Avoid Hastings Insurance and any Insurer that uses Incident Management Solutions!!!!

If you have used a broker who uses these people do not expect anything. This company do not answer emails or the telephone and are therefore a nightmare to deal with. Our car was hit by a third party outside our house and I have spoken to both the other drivers involved. They where paid out by their insurers 2 months ago while we have had nothing. If you are having a problem with this company then I suggest you get on to your broker and insist that the insurance company who they have put you with deal with the claim. IMS are an incompetent company do not trust them with your claim!