I have been dealing with company since October 2021 following a car accident where I was hit by a car who forgot to apply their brakes at a junction, hitting us broad side as we passed. The services provided by this group are diabolical, which is hilarious for a group that has "Our services are built on the premise of outstanding customer service" plastered across their homepage. I could not in good conscience ever recommend this company to anyone, including (if I had any) my worst enemies. From the start communication with them is horrendously difficult. Responses to messages or emails can literally takes weeks to months, and when they do bother to reply they have not even bothered to accurately read what I wrote. I have spent many hours over countless days (I even started to keep a phone log as evidence of this) trying to get a hold of my representative on the phone. This resulted in experiencing extremely long queues or being fobbed off by a staff member who promised to pass on my message for a return call. I can only assume this was either never done or ignored by my representative because I would not get a return call. In fact during this whole time I have only spoken to my representative a handful of times. Considering that I was a victim of another's negligence you would think a company of this supposed reputation would be better. Following the accident I was assessed by various people ( two of which showed prejudice towards my weight and a couple of other things). They did arrange for physiotherapy which initially proved to be very beneficial, the company they used was excellent and the level therapy superb. I was initially very impressed with this until they cut the sessions off without any explanation. I spent months trying to get an explanation stating that my knee injury kept giving way on my and the physio was really helping. Unfortunately months later my knee gave way on me causing me to fall onto a metal case that was on the floor fracturing my pelvis and worsening other issues suffered from the car accident. It was not until this year that my new representative (who seemed to be far better than my initial one) explained to me why the decision was made. Apparently it was due to what one of the assessors had estimated I needed. I argued that if her predecessor had explained this when I asked I could have asked for a second opinion and potentially avoided the incident where I ended up breaking my pelvis. She asked if I would like to put in a complaint at which point I said yes of course I want to complain. Later I received a letter saying they had investigated my complaint and that they promised to improve service from that point onwards and that they would be closing this complaint if that was ok with me. Erm NO it certainly is not. I did reply with a strongly constructed criticism of this and to date I have heard nothing else. What I did get back a few months ago was that my new representative who seemed to be getting things done far more efficiently than the first one was being changed. I am still waiting to find out who this is... As for my claim, well this just continually bounces around supposedly backwards and forwards to the courts. We are not talking about a huge claim here, less that £5k in fact. In fact it occurred to me that peoples car insurance is in fact increasing rapidly because these law firms are most likely running up fees which most likely outstretch the payout by goodness knows how much. I wouldn't be surprised if the legal fees for this are in excess of £50k or more. (PLEASE NOTE this opinion of legal fees is based on internet research and not facts) but think about it and it makes sense. Yes, I am furious with this company, but, I am trying to be constructive. Sadly there is not enough room to list every problem, suffice to say they are countless. AVOID USING THIS COMPANY IF YOU CAN.