I ma the third party. On Friday I was in an incident at 10:30 PM. The very next day my insurance was notified. Despite several phone calls to them, I have yet to even speak to the right department as when you go through to the 3rd party department (despite being given a 'direct line' for them which was actually the renewals number) you just get a recorded message asking you to email into the 3rd party team, without clarifying which 3rd (or third) they mean. Putting that to one side, it has taken daily phone calls for 4 days for them just to admit they can actually add the police report log number to their records. Still no contact regarding my repair, my version of events, reciept of my email (even automated) or any acknowledgment it's being dealt with. Even had an agent back track when they tried to say they were processing it as a non fault claim (biker undertook, through a bicycle lane, I have 4 witnesses + a police report advising rider error, my own insurance also said it was going down as their fault immediately). With all of the multiple times I've phoned up I have spoken to a total of 3 agents, across 6 phone calls. The combination of this and their shoddy service (poor IVR, poor customer manner, not having enough agents to even staff the phones as the 3rd party line has been taken down as they're so busy apparently etc) leads me to feel they are just a poor all round company. Soon I will be seeking legal action, as I have all the calls on my phone recorded and a record of the email I sent on my outbox. Basically, everything they could have done wrong, other than not answering the phone, they pretty much have.