Incident Management Solutions レビュー 

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.

I wish I had seen this before letting our insurance company deal with our total loss claim.
The way the emails are written is extremely poor, language, diction and grammar. I've seen better come out of Primary School.
No communication unless I ring them, they haven't supplied the 3rd party insurance company with the correct information. The staff are all morons.
Luckily they are based only a short drive from our home so I see a face to face meeting on the horizon and TALK to them personally.

8 months of a living nightmare....you been warned, still no car as of yet.

Any insurance companies dealing with these incompetent cowboys....run for your life...if you manage to still have one after the negligence they cause. You or your family could end up dead, then they will be looking at a manslaughter charges, I hope they get investigated and shut down before they are the cause of serious injury.

No fault accident 10th April 2023, these were subcontracted by budget insurance, along with enterprise car hire, irg whitland body repair were the bunch of cowboys they approved to fix my car. which I later found out liverpool victoria are my actual underwriters. Got told this by the young lady who hit my car insurers, yes you can't make it up, because if my underwriters got involved they would loose a % of the claim, which their greed won't let them.

These wouldn't approve work to get done to my car, as irg whitland didn't even do a full inspection report....umm...it was in a accident, I assume when it goes to a garage, it should have a full mechanical inspection report???...actually I'm solutions don't think it needs one.

So these cowboys was adamant my car was ready, it had a broken coil,....which all happened when their approved garage IRG Whitland had their hands on it, peeling paint work, instead of changing brackets they rivet them back together....but worse of all, the car had a bent steering rack (which I later found out at another garage) as I demanded it to be moved.
No this company, wanted my twins and myself to drive my not road worthy car on a motorway home...60/70 miles an hour, tha5 could have killed us!!!!

Even their other subcontractors enterprise manager, came to my home threatened me with police, if I didn't collect the car and give their car back!!!.
Never mind it could of been catastrophic drive!!!!.

Budget insurance broker employed. It's now 2 weeks before Christmas, I have had to open up another claim, as my car wasn't properly mechanically inspected in April, as its now been moved by my underwriters to a garagevin bristol, been there so long it's run out of MOT and tax, still not road worthy but nobody will except liability after the girl hit my car!!!...yet I've been penalised yet again, have to take the knock with my insurance, pay £700 2 weeks before Christmas, loose my 9 years no claim bonus, just to get my car fixed from the 8 month old mess.
Left without a hire car, can't get my 2 children back and forth to school as they are in a school in a different town, they are missing important tests, losing out on after school sports and friends.
These not only ruined our family holiday in June, they are now ruining our Christmas also.

They got a psycic engineer, called Jamie, that sits behind a desk and can tell without looking at a car....or ever seeing it, whether a accident related problem...the boy has some talent, keep your eyes peeled he be on brinton got talent soon....magician!!!!

My car never got a mechanical inspection, and the seriousness of this could have been tragic.

These are people's lives we are talking about here, if a garage sold a car knowing it was faulty, caused a death of a person, that garage owner would be in jail.
This is no different, this company is going under the radar, and I hope health and safety are going through these comments.
Not everyone can be wrong!!!
There is going to be a serious situation these cowboys are going to cause.
It needs shutting down urgently and investigated immediately before we are reading they are responsible for a death.

If you are a insurance company, please read these comments, and stop dealing with them.
Surely people's lives are more important than you £%? Because you all know what your dealing with, and your all part of the problem, for still using them.

The only way to oust these cowboys out, is find out if your insurance is using them, as they are all under the same umbrella, if they are just don't use them.
It's 2023, our insurances are costing more than ever, for less service, it shouldn't be happening, you can see what companies I'm solutions are tied to just looking through reviews.

Hopefully I can finally have my car back after 8 months of hell. Even though I have had to open up another claim, which I will have to pay £700 excess and loose my 9 years no claims discount just to get my car back.

One star is too good!!
Nothing good to say about this company...Constant lies. They have been paid for my written off car by the third party over a week ago but yet are telling me they are still to receive payment and they will send another email as there is no way of contacting the TP.....I called them my self and found out the payment date and reference number which IMS did not like. I have now missed out on 3 replacement cars due to them not paying me! Avoid if you can!

As other reviewers I also found IMS delivered very poor service and no resolution. My car was hit 9th Sept 2023, Hastings arranged for RAC to collect it. I finally received it back with the bodywork repaired on 10th Oct. At this point I could not change gears properly. IMS took no responsibility, when I raised a complaint they were obnoxious and replied 'I'll just clear this up again for you. The engineer has deemed the gearbox issue is not related (to repair process) - this was without them accepting the vehicle back and inspecting it. They advised it was up to me to arrange an inspection with a main dealer at my own cost despite the vehicle being dangerous to drive when gears would not change. I was expected to incur cost and risk of accident when the gears changed perfectly well for several years until IMS dealt with the bodywork repairs. I had a local garage inspect my car (was too dangerous to drive to main dealer) In their opinion the delay of nearly 5 weeks from my car being collected to the repair had caused seizure - they cleaned and relubricated to resolve the issue. IMS thanks for nothing!!!

I can only describe the entire staff as incompetent, obsequious and downright irresponsible. Our car was hit on 2nd August by a speeding driver who undertook, mounted pavement and knocked us sideways as we entered our driveway. Write-off on 10th August, liability admitted, and IMS have sent us a missing text-destination unknown, sent us between themselves, RAC and Enterprise rental, and have sent nonsense emails citing different vehicles and insurers every time. They made an offer mid September and then claim still chasing 3rd party insurers. But they don’t seem to know who we are or the 3rd party actually are…
My wife was left in tears as she tried desperately to get sense from them, but still over 9 weeks later-nothing but garbage and no money. A total shambles that needs immediate government investigation.
I am in total despair of getting my claim sorted.

One star is too high really. I can only echo many of the reviews here.( I wish I had read them in advance) I was involved in a car accident, not my fault and the other party quickly accepted liability. It appears that my Insurance Company, who have provided good support so far, contract some of the work to Enterprise who subcontract to IMS. IMS agreed a value and then did not pay out the full amount they committed to. Communications with IMS agents is extremely poor and they will not provide any information asked of them, including details of their complaints procedure. If they do reply to an email from me the replies are just standard bland texts which demonstrate no desire to respond to queries or redress issues. A real ‘ we don’t care less attitude’ I now feel that the process map of claims should be looked into as part of the review of Insurance Companies. Just as important as price. As I note, the front end ie the Insurance Company have so far been supportive but significant problems occur down the line. The third party insurer offered to take over the claim at an early stage but I had already started the process so I did not take them up on the offer. In hindsight it may have been advantageous if they could demonstrate a better process and specifically if they did not get Companies such as IMS involved. The matter is wearing me down and taking a lot of time. I looked at the IMS values on their website - Very amusing as, in my experience, these are words posted but are not in any way put into practice,

I was hit from behind, and my car was taken in to a local repair centre, and I had no idea that these jokers were involved, until they phoned me to go through the damage and valuation of my vehicle. From here it all went dreadfully wrong...

I received an email from Enterprise the next day, asking me to phone them with regards to my hire vehicle. The lady said "were you aware that your car is a total loss?". I wasn't aware as no one had told me. Checked the online repair status from the repair centre, and this confirmed that IMS had deemed my car to be a total loss. My car (2013 Audi A1 1.6TDI with below average mileage and fully mechanically maintained with service history) had exterior damage to front and rear bumper, was totally driveable and valued at around £6,500 for information.

I called my insurance (budget insurance), who hadn't been made aware themselves, and was transferred back to IMS. I spoke to the same guy from the day before, who told me that my car was uneconomical to repair, due to previous damage (namely some stone/paint chips), which had lowered the pre accident value of my vehicle - after asking him what he'd valued my car at, he eventually told me around £2000. I argued the point that these small things did not devalue my car to the level that he was saying, and that I could not find anything like my car at a similar spec for this ridiculous price. Not even close!

A few days later, I got a text message from IMS with an offer over £2000 below what they considered retail value, but £2000 more than I'd been originally told on the phone, with lots of pre accident damage mentioned, including a "poor previous repair" (this was my partner trying to hold my front bumper together so that it was driveable before the date it was booked into the repair centre, and made no difference whatsoever to the undamaged areas). They'd put every little tiny thing on there. This is not a new car and the market value reflects that! It was generally in a decent condition prior to the accident, save for a couple of easy and cheap repairs that I'd planned on getting fixed myself. Mechanically, it was sound and well maintained which is always the worry with older cars.

I declined the offer, also stating that I'd be happy to receive a replacement vehicle instead of the payment, as all I wanted was to not be at a loss through an accident which was not my fault.
Fast forward to today when I received a text message and an email confirming that the offer had been upheld, and passed on to the third party insurance company for them to review, without ANY acceptance from myself.

Immediately I called my insurance company (underwritten by Aviva) and have had the claim reopened with them. I have had to get IMS to confirm to them that they are passing it back. IMS also advised me to speak to the local repair centre and collect my car. When I phoned them, they told me that they'd received confirmation of total loss 5 days ago, and that I'm lucky that my car hasn't already gone to salvage, as normally IMS arrange this straight away. So, without my permission, they could have disposed of my car, meaning that I was left with no choice but to accept their poor offer. It's only by luck that this hadn't happened.

I've spent hours on the phone trying to sort this mess out. All that I asked for was my car to either be repaired to pre accident condition, or for a replacement vehicle of the same spec as mine. Nothing more and nothing less. Should that really be this difficult?

Aviva use exactly the same repair centre, so I will be interested to see what they come back with, but they have said that according to their system, they believe that it should be repairable. Fingers crossed.

If you are reading these reviews because you're considering insurance that uses this company, beware! If you currently have a claim going through them, good luck... I'd recommend getting your insurance to take the claim back ASAP before you lose your car and any options! I think the reviews speak for themselves as they are more or less all bad experiences. I believe that this company needs looking into urgently. I guess they make a lot more money when they auction off your car, if they've paid you a pittance for it.

UPDATE: Aviva didn't even have my car assessed for a second time, and went on the original report. They offered immediately to repair my car. I declined for this to be done at the garage that had originally assessed it, as I'd come to realise that they were as bad as IMS. In the end I agreed to a payment to close the claim, which did not involve my car being written off. They paid me out the estimated cost of the repairs needed (around £2000) and I've since had it in the body shop and it's as good as new. Why did IMS want to write it off?

I have absolutely had enough of dealing with this insurance company.
January had an accident and no fault of my own, someone went into my car. It took 6 months for Hastings to sort a case and sadly my car is classed as a Cat N write off. IMS and Hastings have been the most unhelpful people I have spoken to. I have been given a price from IMS. Each time however I have spoken the quote of the vehicle and what they would give me has changed.
I decided I would try and retain the vehicle and asked for £200 more than offered so that I could potentially look for another car (so I would receive £4000 and my car back) or get the work done on my car. The same cars with the same spec, model, age, mileage are £1,800 over what has been originally priced/quoted for my car.
IMS could not get their figures right or consistent it varied every time I spoke to them and in the end they past me back to Hastings. When I spoke to Hastings they tried to pass me back to IMS and Hastings then informed me that actually they might not even insure the vehicle should I retain it. No information was given on this.
The worst insurance company, the most unhelpful, not understanding, almost not my problem attitude.
Just to confirm this was not my fault and as i have always paid my insurance on time and used Hastings for years I thought that there may be a bit more help and understanding with this matter. Especially considering that it has taken 6 months to even get this far. You pay your insurance for what…. Would absolutely not recommend.
And as for IMS - I don’t even know where to start. They said my car was worth £5310 higher than the original quote - when I spoke to a lady on Monday she said the salvage of my car was £1500 so the difference that would need to be paid would be £3810 however they still only want to pay me £3500…. Does the cars value increase suddenly when you have to pay out more? Do the math IMS.
Poor and disappointing.

As per the below reviews, I'm waiting 4 months later and still no news on why my claim payment hasn't been paid. They closed the claim the first time round because they couldn't get hold of the things even though when speaking to the tpi they hadn't even been contacted in the first place...

i have accident my car was parked when lady hit my car no my fault ... send wideo from cctv ...
my insurance is full comprehensive anyway !
and best now i am accepted offer 3 Weeks after accident still no have payment on my account , when i have accident time ago copart do payment till 1 hour after accepted offer ...
IMS send me msg about your car is no value to fix and we not pay for your courentsy car !!!
and now my situation is completly sick i can t work becuse i do have car for drive to work ! i am completly stuck when i am call i hear about you need wait few months for payment few months ?!?!

completly no uderstand but when i am buy next my insurance i am tripple check is no IMS on my policy ....
i am pay for insurance and is no my foult sombody kick my **** ....
thank you i am sure we never see again ... good lesson for future ....
sometimes better pay 50 -100 pound yearly more for insurance ...
keep away from this company

costumer service :
plus of this company 5 min on mobile just plus on this nothing more ...

It seems that they have lied about the other party disputing liability in order to try and scam a free car. After stalling for 3 months for no reason.

Disgrace, they undervalued my car. My car had more damage than it had when it left me. Then..wait for it they sold it without my permission..criminal

Appalling company took weeks to sort out car repair 5 months ago and now find out by having car on ramps for MOT the repair was an absolute bodge job. Funnily enough their not replying to my 3 complaint emails !! Obviously no customer care just in it for the money !!!

Terrible experience, wasted so much time and in the end told me that third party disputed liability when they actually didnt .after that made u-turn sp waiting timw will be increased for me . Absolutely useless support and incompetence company. Now I'll have no car for who knows how long.