Incident Management Solutions Reviews 130

I have comprehensive business insurance. My reliable car was stationary, parked at work when reckless drivers smashed into the rear and in the process overturned their own car. Fire & Rescue, the police, curious onlookers were all "involved". Not these pencil pushers. Not a physical human being has been to the sight to inspect the car!! Not a single human has contacted me and asked what the collision and damage to my car means for me. It is devastating arriving on the scene depicted above, being told it's unsafe to approach, relying on others to provide dashcam video & photographic evidence. Do you think I could upload those to IMS? No, useless app. But they are the ones "determining the value" of my car based on charts and databases. What about the TOTAL VALUE OF MY LOSS?! This car was good for another decade, having flown through every MOT and consistently getting the feedback from my garage of 6 years: "How do you keep the engine so clean?". Now I'm told it's a write off, I shouldn't wish to salvage the car or the offer will drop, and the offer being below market value. This is not even from the at fault party, but the people who are supposed to represent my best interest.

What is the point of you?

A huge thank you to SC.

Having experience IMS Solutions due to write off, I can agreed with every negative review about this company, poor communication, terrible customer service and under valued write offs which they refuse to review, even when presented with evidence of higher values.

1st lesson learnt - As soon as the low ball offer comes in, complain to the insurance company directly and get them involved straight away, so they can send independent engineers.

2nd lesson learnt - The most important thing I learnt from this sorry experience, is that as soon as IMS get in touch tell them that you do not want them handling your case and get it referred back to the insurance company claims team.

Was not even dealing with this company and they somehow got hold of my details cancelled my repair with Aviva’s repair agents and emailed me that my claim had been put back to my own insurance company!!! This company should be stopped from trading and being able to get hold of personal data which the data protection act should be in force. Ignore any emails etc sent to you.

It seems that I am now involved with this company who are in charge of my claim made through SAGA insurance and Ageas as the underwriters . When I have dealt with LV and had repairs I was not involved with the complexity of an insurance firm and underwriters who are not in fact involved in fact but left dealing with IMS who is also Enterprise. They all let you know when you have had to ring them that at the end of the day not having repaired your car with Halliwell Jones to repair it that they are passing this on to leave it to IMS and Enterprise which I have dealt with before, unfortunately and so the merry - go -round of emails now begins. I do not seem to be able to get my car repaired and it is apparently 'uneconomical to repair' and will be scrapped, and now I have to accept their offer of £4324.00 which is the cost of scrappage and the value of the car. This is very sad as I only wanted a cosmetic repair of a side panel and bumper when someone reversed into me and am claiming on their insurance with Ageas. There is nothing wrong with my car. It is my property but does not appear to be as I do not have a say about the repair and must now buy another car which I did not wish to do but just have my car repaired and I have no say about that at all.

Absolutely awful customer service someone crashed into me which wasn’t my fault and they agreed with that at first, they asked for evidence I sent it multiply times on the emails they provided me to send them to and they wouldn’t work they then went on to blame me for not providing the evidence needed when I told them that the emails wouldn’t send and the only evidence I have I’ve sent you they then went on to say we will send you the money didn’t hear of them for a week and then they email me saying how I haven’t replied to any of there calls or emails and that they won’t help me with this case no longer and then flipped it onto me saying I was at fault when anyone with half a brain could see that I’m far from fault, customer service was awful wanted to get you off the phone as quick as they could avoid this company at all cost they will do you dirty

If you can avoid this bunch of horrible uncaring people then for your sake do so. My car was involved in an accident and it was hit on the offside rear wheel. Obviously the geometry and bushings need checking but this company were insisting that a photo of the wheel would confirm to them it would be a total loss. They didn't want to inspect the vehicle and when I declined to send a photo they very rudely said they didn't want to deal with me anymore. Absolutely disgusting and very rude throughout the entire dealings.

After reading the reviews on here I can only agree and wish I could give a minus figure. False information, rude, VERY unhelpful and quite frankly haven't got a clue what they are doing. Have finally got my no claim payment sorted but no thanks to them. Don't actually know what they did AT ALL!!!

terrible company, they work on behalf of Hastings, they will employ crooked garages like innovative repair group and steer prestige to wreck your car not repair it and charge a hugely over inflated price, I am still left with broken parts on the car following a non fault insurance claims. They damaged more parts than they repaired, managers won't speak to you on the phone and hide behind their admin staff. Absolutely shocking company.

It pains me that I have to give as much as 1 star here, this company deserves zero. I cannot fathom why Enterprise would collaborate with these people. They are the most woeful, incompetent, dishonest bunch I ever come across. I dealt with someone called Lucy (super rude) and Carrie Ann and I don’t wish their customer service skills on my worst enemy. If your insurance company is passing your claim over to enterprise do not let them unless you want to deal with these cowboys from IMS. They have provided me with false information and said if I don’t agree with my car’s write off value they will pass my case back to my insurers. What they failed to tell me is that this isn’t an option if you’re third party fire and theft and they just closed the case on their end and I’m left with no one to deal with the car as neither insurers will take it on at this stage, having had a courtesy car from Enterprise which they are now demanding back. Cannot make this up. Medal goes to IMS for being shockingly awful!!!
UPDATE: the other party’s insurers did agree to continue with my case and guess what?!? The pay out I received from them for my car was over £700 more than IMS was going to pay me!! Wow! They had one job and they can’t even do that right. How do you undervalue by £700?? It’s not a high value car. They offered just over £2500 and I got paid £3267 by Tesco. Avoid this company like the plague!

The communication was really poor, I had to frequently chase them and they were unhelpful when I got an answer. They communicated to my wife's phone rather than mine even when I told them the details were wrong. They posted the cheque to the wrong address and were unapologetic when I chased 10 days later why I had not received a payment. An awful experience

As a support worker, I found the staff very helpful and efficient on the phone. They settled our clients claim within days and full payment was received.

Communication was poor. I was left without a hire car which is guaranteed on my policy. I had to make all the phone calls and emails to find out what was going on. Absolutely the worst experience ever. I need a car to get me to work and I was left with no way of getting there without paying a fortune for cabs each day.

Absolutely useless. They handled my case for 3 months, only to finally say they couldn't reach an agreement and the case was returned to my insurer.

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