Would absolutely recommend everyone to avoid this company. My mother and stepfather where in an accident on Sunday morning on a country road, we were at a winter wonderland as a family and luckily a passer by brought them to us as there was no phone signal. they spent 5 hours trying to get home. Rang insurance who put them through to the rac to pick up the car and take it to their home, to be told from rac due to covid they wouldn’t be able to travel with the car (which they completely understood) and that they have to pay £253 for the recovery and it will be more if a winch is required, rac advised them to ring insurance back for arrangements on getting home, which they did to be told someone will contact them within 15 minutes. No one ever rang them back, constant chasing up and 5 hours later after being told a taxi was coming for them etc, nothing showed up and the kind locals at the winter wonderland managed to arrange a private taxi to get them home (2hours drive each way from where we live). After my sister complaining insurance company provided an email address to send receipt to to reimburse the taxi fare which was £140. All this time they were in shock and pains getting worse, my mother was crying with her pain and wanting to go home. (We didn’t have room in our cars to safely drive home or we would of took them). They got home about 5:30pm when the accident was around 9:30am! To find no car at the address, they had drove past the accident site on the way home and it had been recovered. They rang the rac to find because they weren’t at the car site when it was recovered and they had to use the winch that they took it to the depot, they arranged for it to be dropped off on the Monday once my mother agreed to pay the extra £90. Monday they rang the insurance and my mother explained the situation and bad experience the day before, the person she spoke to apologised and gave an email address to send all receipts etc so they could get money back that they had to spend, and said they should get a call in 24 hours for car to be recovered and a courtesy car. 24 hours later no phone calls. Attempted to call again to not be able to get through, tried to use online chat to be told that they couldn’t help and would need to ring directly. Unable to get through again. I rang the complaints number which was aviva who couldn’t help without a complaints reference number from quotemehappy, they put us through to the correct department who answered straight away, again person apologised and when looked the information hadn’t been passed to the recovery department! They said they would send it through and again should be sorted within 24 hours. It is now Wednesday afternoon and still the car is not picked up and they have no courtesy car. After having an accident and paying insurance every month this is not the hassle needed. Absolutely disgraceful! You should only have to make one phone call to your insurance company to inform them of accident and they should sort everything. If it was left to this company they would still have been stranded in the middle of no where. Avoid avoid avoid!