Incident Management Solutions Recenzje 130

My wife's car was damaged while parked and person responsible admitted liability. They initially said they would pay for damage, so she obtained quotes from 2 local body shops, both of which said her car was economically repairable and one of the garages made it roadworthy by temporarily fixing a damaged wing mirror. When the person responsible decided not to pay privately, my wife went insurance route. Broker gave a choice of local body shops and she chose one, but was also told that she would receive a request for photos of damage, which was apparently from Enterprise. She sent photos as requested and was offered a car from Enterprise, which she declined. She then received an email from someone at 'Total Loss' at IMS to say car was deemed 'immobile'. She emailed back to say the mirror had been made functional and the body shop had said her car was usable and repairable. She received no response. As she was unhappy about the lack of response, she checked Trust Pilot. One of the Trust Pilot reviews advised going back to the broker to request claim be dealt with by the underwriter of the policy. She did this and the underwriter dealt with the matter extremely professionally and quickly...the same day she had car inspected by garage underwriter had sent her to and car was booked in for repair. She had immediately emailed both Enterprise and IMS to let them know that she did not wish them to do anything else and that the underwriter had taken over the case. The following day she received an email from IMS to say that they deemed her car to be a write off (uneconomical to repair) and that the salvage agent, had been instructed to collect her car!! She phoned IMS and pointed out she had emailed them , Enterprise and the broker the previous day to say the underwriter was now dealing with case and asked them to ensure that the salvage agent was aware of this. She also requested details of how IMS was regulated and their complaints procedure. However, she had to phone the salvage agent herself, as she received no response to this for another 5/6 days. The response received finally confirmed their file was closed. They advised complaints be lodged with Enterprise or broker directly, as they were the instructing clients for the claim.
Thank you to the person who advised going via underwriter. It saves a lot of time, confusion and stress.

Absolute joke of a company! I was in a non fault accident and was sent a hire car within 3 days by Enterprise, IMS contacted me and I had to upload 3 photos of the damaged area, they said the car was a total loss but “drivable” so enterprise took the hire car back even though I argued the point my car wasn’t drivable, don’t understand how I can drive a written off vehicle?? I had a heated conversation with a guy named Andy and he was very arrogant and rude saying their engineers are very experienced vehicle assessors….from 3 photos, I had the car independently “physically” assessed by a very experienced engineer who wrote the car off immediately after he lifted all the boot lining to see that chassis under the boot was mangled and squashed. I felt like IMS where working for the 3rd party in my case to reduce hire car costs and they gave me a below market offer which I felt like I had no other choice to take! Poor poor company!
Update...IMS have washed their hands of my claim and are trying to return my written off car to me. I am now left in limbo, I've had to try and manage this claim myself from start to finish.

My wife recently had an accident that wasn’t her fault and her car was written off. Via Enterprise, IMS were assigned for the total loss and having read these reviews I was very concerned. I would have requested my underwriter handled the case, but they had just as bad a review!! Well, I wanted to give others in a similar situation some assurance, because IMS did a good job for us (which was a nice surprise!). I rejected their first valuation, and accepted the second valuation. We had the money sent to us with 7-10 calendar days. So please don’t be too worried about these reviews, remember most people only leave a review of something bad has happened!

What an absolute shambles of a company.
9 weeks for a small bumper repair and small suspension issue following being hit from behind.
Telling me suspension was a problem before the accident. No evidence of this at all. taken hire car away without repairing any of it. Not returned my car either, now in claim limbo and have to go and buy a new car.
I'm going to have fun if this goes to court.

An absolute disgraceful organisations. If you are unfortunate enough to take out insurance and are then passed to these people, please refuse. They arranged to take my car and then provide the settlement figure. What they fail to tell you is they will give your car to another company and then will attempt to force you to transfer ownership to another company with no proof if the car is written off or not.

What IMS also do is lose evidence of car accident you are involved in. I sent this disgraceful company several videos of evidence proving the other side admitting fault. What IMS tried to do after receiving this evidence and watching the video is attempt to agree 'no fault' my the other side and a 'without prejudice' agreement without consulting with me or agreeing with me. I disagreed once I found out and IMS returned the claim back to my insurers. What they have now done is told another company (enterprise) that I have been given the payment and I have it which is not true. I have attempted to raise complaints with this company who keep asking what my complaint is despite having it already several times. They are also not regulated by anyone and therefore can do what they like. They also claim they do not have a complaints department, but then email me from customer service about a complaint. Departments do not speak to each other and lose evidence and act like a law firm. Please avoid.

Worst company I have dealt with in a long time. Constant lies, over a week to reply to emails, and after nearly 4 months after accident , I am now having to take them to court to sort this out as they refuse to sort their mistakes…instead they just lie and try and cover it up

I was so scared after reading the reviews but IMS sorted out my claim successfully.

Thank you IMS

DO NOT USE, refuse to let your insurance company use them. If I started to tell you my story of the incompetence of this company I would be typing all day.
claim number 1168564

Saga Car Insurance referred me to Enterprise Rent a Car after my no liability damage only accident on M25 on 17 July '24.
Enterprise then handed my claim over to IMS (Incident Management Solutions.
This company is poor in the extreme ; after a month I still do not know how much the write off value that they are supposed to claim, I have no info about the 3rd party insurers either. When I called to ask about my settlement figure all they would say was it was sent to insurers, who now refused to reply to their requests for payment. IMS said they would wait for 45 days then refer the matter back to my insurers (Saga) So in fact IMS do nothing, No replies to emails or phone calls, so there is NO Management and NO Solutions with this company. I have had to refer the claim back to my insurers Saga (who are actually just as useless) Saga after 4 weeks referred my claim to LV Insurance, who managed to secure my claim, and get payment for the write off within 5 days, something that Saga, Enterprise, or IMS took 5 weeks over and did nothing in that 5 weeks.

This company informed a third party that I was not insured. Totally incorrect information which resulted in me receiving threats and abusive messages from the third party! How they could get this simple, important information so wrong is baffling and caused me alot of distress.

It is imperative that you take into consideration the negative reviews regarding this company before proceeding.

They requested that I provide links to the same model and mileage specifications of my car that was written off. It is important to note that the accident was not my fault, as I was hit from behind and the other party has accepted full liability.

The settlement offer that has been presented to me falls significantly below the retail value of my car. I have provided seven links to listings for the exact same car, all of which indicate a value that is considerably higher than their insufficient offer. Despite this, they have disregarded these links and instead cited "ombudsman-approved valuation guides."

It is unclear why they requested proof if they were going to completely disregard it. I am determined to pursue this matter further and ensure that I receive a fair settlement.

Why does any insurance company use these people. Having been involved in a no fault accident claim you'd think it would be relatively straight foreword. NO. IMS are extremely poor in responding to emails and count yourself lucky if you get a phone response, or if you do even luckier if you get any answers or sense out of them. My claim contact was all done via text...I accepted the total loss offer..excellent I thought, then nothing. Weeks later a random payment appeared in my bank acct from a 3rd party for somewhere near ish the agreed amount. Digging into it, by me, the transfer was from the 3rd party insurers. After many calls to IMS and my insurers it appears that the offer they make "may not be what you get" then they point you to their Ts&Cs on their website. So in effect they make an offer, you accept, then you get something else...tough! It appears IMS did not include the scrap value of my vehicle when settling with the 3rd party insurers. So incompetent as well. It also appears that IMS gave the 3rd party insures my bank details without my knowledge. But guess what, this is buried in their Ts&Cs on their website....not on the texts you are sent. Not surprisingly I have had NO formal information by letter or email regarding the completion of the claim process and only know its closed as I contacted the insurance underwriter (not broker) directly. If I could suggest what to do in a incident then do NOT be guided towards a claims management company by your insurance broker( Lloyds in my case). The underwriter offers exactly the same service but far more proficient....how do I know? My partners car was written off 2 months after mine.....non fault, contacted the underwriter this time....paid out in full of valuation within 8 days...sorted with 2 phone call, 1 email. A salutary lesson in bad and good service.

My recent experience with IMS regarding a claim was overall positive. The company provided a straightforward and efficient process from start to finish. I receive payment after 30 days off accident. I can't complain . I never been in this situation so for some of you it takes longer I was lucky.

I was passed onto this company from my own insurance company after I was involved in a non-fault accident. IMS were slow to act and undervalued my car considerably. When challenged they upgraded the valuation by a little over £500 but were still well short of a realistic replacement cost. I asked for them to return handling of my claim to my original insurer and am so glad I did. I'm not sure what the business model (how they **actually** make their money) is for companies like IMS but I did not for one instant feel that they were working for me or in my best interests.

Complete bunch of cowboys!!
Shame we can't avoid this type of organisation - our own broker and insurer (in my case broker RAC/insurer Ageas) should know better - don't they read these reviews?!?!?
IMS sent me a chq for the salvage value when I hadn't agreed anything?!?!? In fact, I contested both the salvage value and the removal value (both seriously low according to my local garages!). If I could give no stars I would! My case now referred back to my broker/insurer to take over the claim - I'm rather nervous about this because Ageas are also seriously incompetent!!!!!

Involved in an accident in November where the driver admitted liability straight out (he went into the back of us) Halifax sent me to IMS. Pleasant experience to start, amended offer came back quickly after I disputed first offer… then radio silence. I understand these things can take a while but nothing. Contacted them to see what was happening in janurary, was told that the TPI had asked for another copy of the engineers report. 3 weeks later, they email me saying they have sent a copy off. When o questioned the response was “I don’t know why they keep asking for the same things” then today I receive an email “as per our phones call we are now sending you back to your insurer” WHAT PHONECALL? Incompetence and lies at its finest

Worst company I have ever dealt with!!!
Avoid at all costs!!!
I was supposed to receive my total loss settlement in my bank account on Thursday 30th Jan, Not there so I rang them to be told tomorrow… 31st January, still no payment, rang them to be told I would get a call back when the finance team ‘replies’ did I get a call back, no!
They cling onto your money for as long as they can to gain as much interest as possible from it . Scruffiest company I’ve ever seen, no wonder they have 1 star, don’t even deserve that!

What a joke of a company, extremely poor customer service. Wasted my time and effort. Messed me about for 5 months and could not get my car repaired. They give you the option to go to a garge for your choice then reject it. Had to chase up for updates. Avoid! Avoid! Avoid!
Sounded like they was happy when i said i longer wish to use their service anymore.

There was maybe one saving grace for this company... the option to request a call back rather than waiting on the phone in the queue.

Other than that, I really don't have anything good to say. You won't be kept updated, I had to call every few days for the info and was given incorrect and inconsistent information every single time I called. The total loss pack was actually sent to the completely wrong insurer, and was not followed up for weeks. It was only after I did some digging and spent the best part of 4 hours on the phone to multiple different companies, that I got to the bottom of it and then they tried to blame another company for that error.

I waited weeks for the settlement payment and was even told there was issue with the other party accepting liability which was delaying payment. I decided to contact the 3rd party insurer myself and was told this was not the case and that payment had been made to IMS a week previously!

Every time I spoke to someone I was told something different. In all honestly, seems like they were just sitting on my settlement payment to gain from it. My settlement figure was about to expire and If I had not pushed and pushed I'd probably still be without it now. It took 4 weeks from the date I was told the car was a total loss to get to this point.

If you have the option, I would absolutely avoid using this company.

RUN!Please stay miles away from IMS!
A silly accident(recycling lorry reversed and bumped into my van at home address)happend this Octomber,called my LLOYDS Van Insurance thinking they are the one to deal with...Wrong...there is a protocol with IMS and the nightmare began!
Not able to repair(rear doors slightly dislocated,where only ONE(1)hinge has been pushed in)then the IMS"experts"evaluate my van to a silly price,then they request me to investigate websites ,motor (Autotrader,Ebay,etc)to find a vehicle similar,or about approximate (year,milleage,make)if im not happy with the IMS"experts"...
Long story short,i never felt that someone working on your behalf,defending and represent the clients right could be so hostile,misterious and not a shadow of professionalism...Also no answer to your emails,no call back and the time alocated for you to wait on the line("you are on position 7")is so frustrated,endless and if you lucky to not hang up your call,after 32 min of nonsense,unjustified time.
Today Dec.8(eight)spoke with"JAY"and....unfortunately....they waiting from AXA the money transfer.
You only acumulating anger,frustration,disgust and time waisting!Please,read out your policy T&C before purchasing your car insurance....All above here in full honesty described and happend by me.