Incident Management Solutions レビュー 

Absolute disgrace, I can’t even begin to explain how bad this company is. I have lodged a complaint and you couldn’t actually make up their response. Even though evidence proves factual information they basically respond with lies and inaccuracy. I have escalated to Enterprise and Post Office Insurance. AVOID

My vehicle was involved in a no fault RTA. Insurance company passed claim to Enterprise and IMS some 6 weeks ag. Since then been passed from company to company and back again. Whoever you get to speak to tells you a different story (Hint keep notes and who you spoke to. It is pleasing to expose their economies of truth then)
I don't think I have ever met such customer diservice and silly excuses ever.
An example was this morning called IMS to be routed to Enterprise to then be routed back to IMS and after a queue of 40 minutes was told I was being transferred back to enterprise to be sent back to IMS. Was number 7 in the queue and you have to get to number 1 for them to hang up with a promise to return your call,
Abandon Hope and Hours of your life when you get caught in their system.

If your insurance company refers you to this company, I strongly suggest reconsidering. The lack of communication is appalling. Every time I called for an update, I was met with the same vague response: "We’ll update you when we can." But that update never comes — unless they need something from you.

It’s been me constantly chasing them via calls and texts, which is unacceptable. They show no sense of urgency, no compassion, and no accountability. I’ve never dealt with such an unprofessional and unhelpful service. Absolutely disgusting experience.

After reading many of the negative feedbacks on here, I was extremely apprehensive about my insurance company using IMS to sort out my car after it was written off by a dangerous driver.
My problems, and it seems many others are that if you are having an accident for the very first time you do not really know much about the whole process it all has to go through, I could of quite easily left negative feedback for this company if I just didn't calm down, ring them and just ask questions and listen to their very helpful replies, to which everything went to plan in the end and as they said it would with their help, I didn't realise when your car is written off that you get 2 payments one from the insurance and another from the salvage, quite often one will come before the other, making people think that they have not received what they were promised, I think the problem lies with the industry as a whole and as us consumers not knowing how the process works in what is an already stressful time, perhaps we could do with some info on Gov.uk on what normally happens after accidents in different scenarios that can help and put first timers minds at ease.

company took my car on 24.12.2024 for assessment of damage and for further process on my non-fault claim. Recently this company Incident Management Solutions
returned my car on 13.05.2025. with new damage on bonnet of my car. I told their staff who returned my car and staff member said you should inform the company about this new damage. I immedicably called them and also sent them email. But they are not accepting their mistake . .or casual, pathetic attitude

Insurance was with RAC but was told to deal with these after first initial call No communication it's been 6 weeks and still no payment for a accident that was not even my fault tried to call them on phone for over a hour still no answer did not get call back then next day have got to be worst company I have ever delt with I will never have RAC insurance again I would rather pay more money

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.