“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.”
“We recently had a minor accident which was totally not our fault. Our insurers RAC, passed our claim to IMS. We ended up with no car, no offer of car hire which our policy included, no clarification of what amount we would be paid and no idea how long it would take. We were given a valuation of our car which we felt was too low so they re-assessed it and came up with a figure £180 higher which we agreed to. They kept telling us they could not guarantee that figure as the third party insurers would decide. Three weeks after the incident, we have received a cheque which is £335 less than the figure we had discussed and the letter said it was the settlement figure minus the salvage cost - nothing had even been mentioned about a salvage cost. There was no indication of what the salvage charge actually was. So we are considerably out of pocket after a situation not of our making. Why do they even give a figure when it has absolutely no connection to the amount we are paid. After our car had been collected, we had 3 occasions when IMS contacted us asking if we wished to keep our car!! It was totally ridiculous and we are beyond frustrated at how shabbily we have been treated.”
