Evolution Claims Management Limited - Oldbury

Paul J.

We had a visit from a surveyor after a ceiling collapse who agreed it was covered by our policy. Then Evolution rejected our claim as 'wear and tear'. We caused the ceiling to fall through our (unintended) actions - how can this be wear and tear and not accidental damage? Zero accountability for the decision - just a fait accompli. Plus poor communication - we had to chase to actually find out the decision! This is the supplier insurance companies use to out-source their rejection of claims so they can wash their hands of the result. Shocking and a very poor reflection on Admiral - will be going with a proper insurer next time.

Megan L.

I am just at the start of my insurance claim process and Evolution have been sub contracted to deal with the floor drying and asbestos removal. So far it has been an awful experience.
Firstly I don't understand what this company do since they have in turn sub contacted both jobs to other companies. Seems to me that this company is a just a middle man creaming off money for doing no work. Secondly they never call back when they say they will. I can never get hold of my claim handler.
So far 10 days since my flood and I still have very wet floor and potential exposed asbestos in my lounge. Happy Christmas.
I will be calling my home insurers today to see if I can cancel the referral to this awful company and instruct my own contractors.

Stephen S.

Completely unprofessional despite all of their claims around customer experience. Nearly 2 months into my claim. Communication is complete hit and miss (usually only follows when prompted). Promises of call backs not kept. Not sure they even bother reading my emails as there never seems to be a meaningful response. Evolution appoint surveyors who basically claim to be able to use google earth to spot damage. Having done some research I was expecting the claim to be turned down because of poor maintenance. Guess what- that was the case- despite the house being re- rendered and chimney repointed just over a year ago. Surveyor never attended the house and made up his report.This surveyor twice failed to turn up, after my wife had taken 2 days off work. Then, had the cheek to ask me to take a day rather than him attending on a Saturday. Of course not- that would be customer service. I brought this to Evolution’s attention and to my surprise they instructed the same person again. When I pointed out that I did not want the same unprofessional company attending our house they basically told me to sort the issue myself!? Can you talk to Frontier about it? No, all comms seem to go through Evolution. Will see if the can appoint another claims handling agency- not getting my hopes up. Advice- spend £50 more and get a reputable house building insurance.

Jan 29th 2024.
…and the fun just keeps on going. Another month later and still no improvement in service. Second surveyor this time from Hull. Waited to be contacted during the 1st week in Jan- again no show and no communications. Onto my second claims handler, who promised things would be different. Comms equally as bad and I had the pleasure of my 1st claims handler being back in touch as the second seems to have lost the courage to talk to me.

We finally had some scaffolding put up and a surveyor turn up. (Well, we think he turned up). The message re: booking a weekend slot seemed to be totally lost/ ignored again. To my delight we ended up with 3 smashed roof tiles. So now I am actually worse off than I was before. Emailed Evolution and guess what- no response. The scaffolding didn’t seem fit for purpose to check the back of the chimney- which was brought to their attention. We also had no access to our outhouse through some ‘bright-spark’ fitting a scaffolding pole right in-front of our door. I await with interest what the next news will be.

Eileen S.

Absolutely the worst company we have ever dealt with in our lives! Sometimes 40 minutes wait for calls to be answered, then person answering has no idea what's going on and promises to get someone else to call back but they NEVER do!! No response to our emails either. Been waiting for 2 months for a start date for work. What is the point of this company It seems that Ageas Insurance paying them for nothing.

S A.

Terrible experience. They were managing a claim for a leak. it took them 7 months from booking a contractor to fix the damages until contractor started the work. The contractor tried to do repairs whilst damp was still existent so the repairs didn't work out and they left the job unfinished. Evolution just reported the job to be complete to the policy holder. during the terms on my dealings with them I had to constantly chase everything. Avoid at all costs if you can! if your policy holder tried to hand things over to them just try to do the repairs yourself and claim for the costs instead so you have more control. This picture is their so-called finished job!

Laura K.

My claim started in October 2023. It's now nearly May 2024 and I'm still waiting for answers. They don't reply to emails, you could wait 45 minutes for them to take your call. I've never come across Customer service so bad before. This is not okay and should not be allowed to happen.

Tomos O.

Honestly one of the worst customer service experiences of my life. Avoid at all cost. I resent even having to leave 1 star.

Nick

An inspector from Evolution Claims visited our house during a leak in our kitchen ceiling.

He asked to cut through the tiles in our en-suite bathroom as it was the likely source of the leak.

He then asked me to sign a disclaimer to say that it was OK for him to break tiles to get access, to which I checked that the damage would be covered - his response was to the positive.

The leak could not be found.

Some months on I have finally heard back from Evolution Claims and the disclaimer I signed meant the damage would be uninsured.

Another one of those insurance companies that does not act in good faith.

We move on, but suggest others reconsider being insured by this company.