Seriously awful experience from October 2021 and still ongoing as of this review date. Personally I would avoid this company at all costs and here's why. In October 2021 I was involved in a non fault 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. After having difficulties arranging recovery through the out of hours service I went online to complete the incident form and submit the dash cam footage, photos and witness information in as much detail as possible. Before I cover all of the negative stuff I would like to say that they arranged for a hire car while mine was being assessed, through Enterprise and the whole service was excellent. Sadly this was the only service they have provided everything else went downhill faster than jumping out of a plane without a parachute. I called them the next working day to discuss the incident and to find out if they needed any further information only to be told that I needed to re-submit my claim over the phone and re-send the evidence via a different system. After explaining that I had submitted everything in detail and received confirmation of this, the gentleman said that yes all of this information is on "a" system but he was unable to transfer this across to the main system and needed to be done again. Flabbergasted, I said what is the point of the online system if you are unable to use it, transfer details or do anything useful with it? He was unable to provide an answer and said that is just the way it was. This process took a ridiculous length of time and resulted in two other people calling me back for information already provided twice before and corrections for some mistakes made by them. The staff showed no compassion, came across as being cold and matter of fact, a very uncaring approach. Following this my case was passed on the Carpenters Group for legal representation, from here on things worsened tremendously. I have never had a claim like this before, probably because this is the first time my mother and I have been injured in a traffic accident. But if this experience tells me anything, I seriously hope I never have one again. I have tried complaining to the RSA about Carpenters and how things have been dealt with only to be ignored every time. Calls are never returned or emails replied to regarding complaints. The only way I managed to get a response was to ask Motability to intervene on my behalf, sadly this has still failed to resolve anything. Communication, service, and support are seriously lacking here, it is hard to believe that on their website they claim to have over 300 years of experience. having personally experienced this so called experience would have to disagree. I now dislike this company with a passion due to their lack of service, support, and treatment in most aspects of my claim. The only things that went well was the courtesy car and after some difficulties the recovery of my damaged car. Although they did want to cancel the courtesy car before my new car was ready, which would have left me carless considering mine was written off, it took over a month of arguing the case to keep it. It is my intention to never use another product or service provided by this company as I have ZERO faith in them, I proactively discourage others from using them and have now taken to social media as I am fed up with the poor treatment I have/am receiving. I would not mind if I was rude, nasty, or abusive, but when you are polite, patient, and only want to get things resolved it becomes very stressful, depressing, and creates high levels of anxiety. This is without doubt one the worst customer experiences I have ever had in my life, resulting in having no faith in RSA.