Incident Management Solutions レビュー 

Honestly where do I begin. Complaint went in about failure to fix our car after a crash which wasn't our fault. Did not respond to numerous emails for updates then had the audacity to respond with not even an apology. Then stated they need to ask the company that failed to fix the problem twice their opinion rather than organise the repair in a timely manner. No time frames given just another company hoping you get sick of chasing them and give up. Poor poor customer service.

Spoke to Janet yesterday regarding my car total loss and advice on what to do next. She was incredibly helpful, calm and professional, she answered any and all questions I had and apologised for the delay in waiting. A true asset to the company. She advised me on what I could to next and the steps that will take place moving forward.
We are all human and we all have a job to do, she exceeded hers.

IMS appear to be professionally negligent in their ability to handle claims. I’m unsure of the relationship between them and Enterprise CLAIMS management but I am currently left with a >£1000 liability for a replacement car. My car was written off whilst parked- I don’t even know where it is. It was driveable but there is strong persuasion from enterprise that it “might not be” to force you into one of their revenue generating cars. The call handling is shameful. I note they have just changed hands, I would describe the last few months as one of the worst experiences of my life as a motorist. I feel deeply sorry for anyone who has to deal with them where personal injury compensation was involved - luckily that wasn’t the case here. My third party denied responsibility, and IMS made no effort to even chase up the witness details. I’m having to obtain the third party details myself through a V888 application.

0 Stars if I could!! I am a named driver on the car and got hit from behind in the car, RAC sent me straight to enterprise got me a car straight away, but then the trouble started. Car wasn’t picked up for 3 weeks to be repaired, was deemed a total loss on the Wednesday offered a stupid amount so declined and was told 3-5 days to re valuation.Thursday I rang to find out where the car was as it had a private number plate and personal effects to collect, to be told it’s gone to salvage, 4 phone calls on hold for hours I found the car. By Friday a cheque for me from third party insurance for half the price. I then got hold of Ageas who are the underwriter of RAC and they said they would help. Went to car to get my belongings to find the car stripped down!
All of this has happened and nobody has contacted the owner of the vehicle, he hadn’t authorised any of this and to be sent a cheque in my name is disgusting. I could have taken the car without consent, crashed it and then also be given a cheque for £5000 for the fun of it and the owner wouldn’t have known a thing. Fingers crossed ageas can sort this out for us, as nobody is interested in IMS or enterprise. I’m just hoping that as they haven’t discussed anything with the owner that it can be sorted legally as these are robbing people left right and centre and have basically stolen the car without any permissions at all.

After reading all the bad reviews I was abit worried when it came to my claim! However the staff were friendly and i received my settlement within 48hrs. The only problem was the long wait times, normally over an hour to get through.

This has to be one of the worst companies to deal with, I felt so stressed I had to leave my husband to deal with them. In the end we requested to go directly with our insurance Hastings and our repair was approved in 24 hours and our car was repaired in straight away.we didn’t even need a courtesy car.
Sadly I will not continue with Hastings as car insurers and the reason is because they are working with IMS.
Hopefully Hastings realise they are loosing clients and they decide to get rid of IMS.

If I could I would leave zero star, worst customer services. My car was involved in an accident, IMS was dealing with through Hastings, first problem long hold time to get through to someone and before you even get through they cut you off! Second, once you do go through they are rude and unhelpful. I’ve been waiting for my car to be returned but neither can I get through to IMS nor Hastings can. We were told by Hastings that LAUREN from IMS will get in touch with me but yet to receive anything from her. My car was a total loss but I requested to retain it, a cheque was sent out without prior informing me how much the retaining value would be and where to collect the car from. My car is sitting somewhere probably in a worser state than it was originally. I managed to locate my car after 2 months, however I am told to pay the storage fee. Im disputing the charges as no one could tell me where my car is so I shouldn’t have to pay those charges. I’ve been back and forwards with Hastings who said they will get IMS to call me back regarding the charges but have heard nothing. Hastings have told me even they can’t get through to IMS. While writing this review I was on hold to get through to someone and then after waiting 30 minutes in the queue the line disconnected. This is a common issue with IMS, their customer service is non-existing, I don’t know why anyone actually bothers to do business with them. They are incompetent, unhelpful, rude and bloody useless!!!

Horrible experience. Advisors have no care or attention to detail. Refused to escalate it further. Advised Emily is the highest level of escalation there.

Emily and Andrew ought to be ashamed for their poor effort. You guys phoned me and proceeded to get my name wrong and not even realise that was part of my ongoing issue.

A very difficult experience have not progressed our claim at all and has been 2 months

Great customer service.
Requested several call backs to save waiting on hold,someone got back to me in good time.
Requested a relook at evaluation of car and team came back with a good figure which arrived direct into my account very quickly.

Wish I could give 0 stars!
What a terrible company to deal with! I’m insured with the RAC and had a non fault accident 4/2/23 and have no end of hassle with this company! My car was written off so rather than the RAC using my underwriters LV/highways they sent it to IMS who offered me an amount which I turned down as it was no where near what id need to cover the cost of replacing my car! They wouldn’t increase the offer & without me accepting paid part payment to me minus the cost of my car, because they did this I now need to return the hire car! With no clue when I’ll get the rest of the money & a figure I’ve never agreed to! They don’t answer the phone, the queue to get through to them is 40 + calls, they don’t email back! If you are in an accident and you insurer send you to these via enterprise AVOID!! you can ask to be sent to your underwriter who have your best interest at heart! My underwriters were great but sadly because IMS had mucked it up so much it would take 4 weeks to rectify and no hire car! At an already stressful time IMS have made it much worse!!

I am writing this Review on behalf of my Daughter as she is Fed up with Dealing With. It well what can I say it has all been said before same experience as all the Reviews I have Read. My Daughter was hit from Behind on the M25 on 16 January 2023 her car was Written off several weeks Later she received an offer from IMS she refused it then received another offer and accepted it, it is nearly 9 weeks and no payout yet.
My Daughter is Fully Comprehensive Back in the Day if you are Fully Comprehensive who ever is at Fault your Insurance Company should pay out the Market Value of your car.
Her Insurance is with Geoffrey Insurance we found it on the Meercats Website However it seems to me that most Insurance Companies use this Cowboy Outfit. I must admit I have had tears of Laughter Reading through some of the Reviews
You have to make a Formal Complaint to your Insurance Company I suggest you do this via Recorded Delivery and then wait 8 weeks before complaining to the Financial Ombudsman and yes it appears IMS are not Registered with the Financial Conduct Authority
If it is any use to anyone IMS address is as follows
IMS Suite C
Regents House
Wolverley Rd
Woburn Rd
Industrial Estate
Kempston
Bedford
MK42 7NY
Tel 01234836700
Opening Hours 10am 4pm
I have Sent a Recorded Delivery Letter to IMS and I am Going to do the same with Geoffrey Insurance I have Logged a Complaint with Geoffrey Insurance over the phone but Had similar experience with them just getting fobbed off all the Time
Hope any of this information helps

My car was hit while it was parked at my place of work, 16/12/22 the driver admitted responsibility . I was eventually made an offer on 2/2/23 which I accepted on the same day , I’m still waiting to be payed out 17/3:23 . No contact from IMS ABSOLUTE JOKE !! I will be checking my next insurance companies underwriter to make sure I don’t have to deal with this lot again . ABSOLUTE DISGRACE

Absolutely disgusting company chasing your own money they take your car and don't pay you the remaining money phone call after phone call still nothing. I will now be taking legal action they can not take your car and money.

This company deserves a minus!
Never in my life have I dealt with a company as bad as this, and will definitely be checking when I next renew my insurance that they don't use IMS. They wrote my car off without even inspecting it, just based on the age. Trying to get hold of them on the phone is an absolute joke, over an hour everytime, with no actual answer. They never contact you, just you chasing all the time = very stressful!

Terrible experience! They're dealing with my claim. Money got paid out to them on 22/2 and I still haven't received it. Now I need to return the hire car and left with no car or money. Every time I call them the waiting time is over an hour. Received text on Monday saying they've sent me a cheque, but I've requested the money to be paid into my account from the beginning. Phoned them again yesterday (1hour on hold again) and they said they'll cancel the cheque and pay me to my bank account till the end of the day today. I still haven't received any money. Why are you sitting on your customers money for over a week? How am I meant to get to work with no car or money? I hope I never have to deal with this unprofessional company again.

Have had exactly the same experience as everyone else who has reviewed - absolutely atrocious customer service, truly abysmal. I had a no fault accident in January when someone reversed into my car when we weren't even in it and my insurer Hastings referred me to I M Solutions to process the claim. After they wrote the car off even though it's perfectly repairable and still driveable, they undervalued it by about £2k, they tried to strong arm me into accepting the lowball offer by giving me 2 days in which to reply and claiming that my hire car might not get paid for if I didn't respond within this time frame. Except as others have said, it's impossible to get through to them, as you either get an engaged signal or are stuck in a ridiculously long queue. Every time they've called me, it's been about 15 minutes before their phone lines close when I've been working and unable to take the call, and they've said I need to get back to them before the close of day or they'll issue payment for the car and arrange for my car to be collected as scrap - before I've even authorised it! But when you ring back you find yourself no.19 in a call queue and then it's past 4pm and their phone lines are closed! Ridiculous and obviously orchestrated to stop people from challenging what they're being offered or having any say in the matter. So you try emailing instead, but they don't respond to any of your emails, not even an auto response to confirm receipt. The one time I managed to answer a call from them, the man I spoke to was extremely rude, lied to me repeatedly, ignored me, talked over me and claimed I'd never emailed them only to read my email back to me from my case notes 5 minutes later. They are now sending me automated texts saying they've concluded the valuation of my car and are issuing payment but they haven't told me what they've revised it to, and that they're arranging for my car to be collected for scrap, before I've even consented to this, and that they will deduct the cost of this "service" from the amount offered. I strongly suspect they will never get round to issuing me with any payment whatsoever and I will end up having to take this to the Ombudsman. Shocking. Will never use an insurer who uses them again. They should be shut down.

My insurance is with RAC
I got my car back beginning of January(cat n write off) , which had the V5 missing, then sent me it back to me with the transfer to motor trade bit missing as before I had even been asked wether or not i wanted to keep the car they took it upon themselves to make themselves the registered keepers which in turn untaxed my car which I'd been driving about , also I have been waiting since then to receive my payout(£3000) for my car which I still haven't got nor have they contacted me atall about what's going on
Honestly being hit in a non fault accident and having to deal with these has been stressful

My car was hit behind last October by a car pushed into me by a third party, therefore I had a no fault claim. My insurer/broker SAGA put the claim in the hands of Enterprise rent a Car who in turn passed it on to this company. After an initial call from them they said they would be making a claim to third fault insurer. Things then went silent. I phoned several times eventually getting through after 45 minutes or so, no information was forthcoming. They also ignored emails. I have had to complain to SAGA several times before I was told that IMS were no longer handling the claim and had passed all the information to the underwriters, LV. On contacting LV they had not had anything from IMS. LV have now undertaken to handle the case. Can you complain to the Financial Conduct Authority, NO, IMS are not regulated! As others before I would have preferred to give no stars. Any policies I take out will be checked for possible involvement by this company. Avoid!

My son's car was a non fault accident so between Hasting , Enterprise and IMS car is still awaiting repair. Zero stars for any of the above companies. Please look elsewhere.