Really disappointing service

I had been involved in a collision which wasn’t my fault and was referred to Auxillis to handle my claim. After days of radio silence I called them up and was asked to take the car to one of their approved garages who proceeded to take some pictures and informed me that they would be sent across to Auxillis. 2 days passed and again I had heard nothing, until I phoned them again.

I was then asked to sign some documents for car hire via their online portal. These docs were nowhere to be found. The lady I spoke to on the phone was very patient with me but still didn’t seem to have any idea of how the system worked.

After becoming frustrated with the poor service, I got in touch with my insurance provider to inform them that I wanted to close down my claim with Auxillis and go direct to the 3rd party insurer. My insurance informed Auxillis of this, yet they kept sending me prompts to sign and online document which didn’t exist.

By going direct to the 3rd party insurer I was able to get my car collected and courtesy car dropped off all in less than 24 hours.