Incident Management Solutions Limited - Bedford

lisa B.

felt compelled to add a review seeing all the negatives. Was great from start to finish, yes you need to ring, but when you speak to them they give you all the info you need. Everything done in a timely fashion - only negative was, through no fault of their own, was the delay in response from 3rd party insurer. Can't fault IMS from my experience.

Marni

Upon reading the reviews in the middle of my total loss claim, I was a little bit worried and cautious. However, my claim is now finalised and I have no criticisms!

I was in a non-fault accident 2 weeks ago and my car was deemed uneconomical to fix (Cat N). IMS called me to offer me a valuation, which I disagreed with, but after a talk with the ombudsman it came back £20 less. Lol.

My options were either go back through my insurance policy and lose the £700 excess or accept the valuation, keep my car for £80 less than the valuation, and within a few days of me accepting this I had the money in my account no hassle.

Everyone on the phone was delightful, remaining very professional even when I was very angry on the phone about my valuation. As for the other review, not discrediting their experience, but my experience was very positive.

Martin E.

This firm must be getting backhanders off the motor trade for giving them a good supply of parts, or clonable cars from Category B write-offs.
Even if their staff are highly professional engineers, there is no way they can decide a car is too dangerous to drive and beyond repair by sitting in their bedroom (they work from home) looking at smartphone photo's of damaged cars on their laptop. They actually need to DRIVE and thoroughly inspect the car, or show it to a Vehicle Examiner to reach that conclusion.
My car has been written off (Cat B, which means it's now uninsurable and mustn't be driven) because of the 'damage' caused by a youth driving his Fiesta at about 5mph into my car's o/s/r while my car was parked in a Co-op carpark. They reckon when the youth's car hit my o/s/r, he struck the wheel and it would've caused hidden and irreparable damage to the wheel and the chassis of my car. My car's wheels are steel and have plastic hubcaps, with numerous marks caused by 19 years of occasional 'kerbing'. Unless I photographed my hubcaps after every journey, it would be hard, if not impossible to make out what, if any, damage was caused by him. If it's the wreck they make it out to be I wouldn't have been able to drive it 40 miles from Swindon to Reading at up to 70mph perfectly safely and without incident.
If the youth had done a hit and run while I was still in the Co-op I probably wouldn't have noticed the damage until the car was washed, possibly several weeks later.

Lisa T.

Absolute farce with these people.

Dangerous decisions by desktop engineers who have left me severely inconvenienced and incredibly stressed through their actions and untruths.

If you are told they are dealing with your claim ask for it to be moved to a different company.

Dangerous, unhelpful, uncommunicative and rude.

Rich81

After finding out ims we're handling my claim I checked them out and after reading reviews I wasn't hopeful but I must say in my case they have been 5* from start to finish! I received emails and txt messages keeping me updated and they chased 3rd party who was at fault every week until my case was settled. I decided to keep my vehicle which was classed as a total loss but only had minor damage to bumper. I received a really good settlement figure even after the salvage price was deducted. The funds were paid straight into my account the day after they notified me they had received payment from 3rd parties insurance. I wouldn't hesitate to recommend this company based on my personal experience with them.
Happy customer!

Hayley C.

I was involved in a straightforward accident on 7th October . Someone went into the side of me on a roundabout and liability was clear. My claim was sent through to IMS via my own insurer (Lloyds bank). After reading some bad reviews (quite a lot) I have to say I was really really worried . I have to say , three weeks on , dealing with IMS has not been difficult at all . My car was deemed a total loss , and I’m now coming to the end of the process and awaiting payment, so I will update again once this comes in , but I have to say my calls were answered quickly, emails replied to within a day, staff I dealt with have been polite and I have felt listened too and kept informed as much as they can . In my case, it was the at fault party’s insurance who were delaying correspondence, and IMS do chase on your behalf , but I did also contact the third party insurer myself to find out what was happening because they were slow in this case . So far I’ve had a pretty positive experience and hoping that it will all now be settled in the next few days .

Rhiannon T.

They offered me a fair price for my vehicle. Good communication via text message to let me know progress and when payments were due to be sent. Small wait when trying to call in but they do give an option to be called back once you are first in the queue.
Payment received very promptly in 2 settlements as they previously made me aware of.

ed L.

If I could give a zero star I would!
I should have known from the first contact with this company things were not going to end well. When I initially reported the non fault accident we had over an hour of questions from someone who had a foreign accent & was very hard to understand!
The car was a total loss, we then got an offer £2000 under the current market value. This was rejected & it then apparently went to an ombudsman who came back with the same figure.
So I then get an email saying the valuation has been reviewed in full & if I am unhappy with the valuation outcome to refer back to my insurer!! Basically washing their hands of the claim!!
What a complete waste of time!
I have now gone to the underwriter who is dealing with my claim precisely & professionally!