Adrian Flux - problems with Insurance Claim (1 Viewer)

[Wyvern]

I went via AIB with Aviva as the UW. Cover was much better than AF and cheaper. I was pleased with this as I had a claim before with Aviva on a car write off. They were hyper efficient in getting a replacement car to us. Engineer wrote the car off the following day and 48 hours after that we had a replacement value which was very reasonable (and surprising) which we accepted immediately. Painless, professional and reassuring.

 

[Two on Tour]

I went via AIB with Aviva as the UW. Cover was much better than AF and cheaper. I was pleased with this as I had a claim before with Aviva on a car write off. They were hyper efficient in getting a replacement car to us. Engineer wrote the car off the following day and 48 hours after that we had a replacement value which was very reasonable (and surprising) which we accepted immediately. Painless, professional and reassuring.

We too have had a good experience with Aviva.

A couple years ago Yvette had her BMW Z4 written off when an uninsured motorbike hit her.
That was late on a Thursday morning, reported the details of the accident by phone to Aviva while the police were still at the scene.
Aviva asked for a brief description if the damage to Yvette's car and the police officer reckoned it would be a write off.
Emailed Aviva photo's of the damage Thursday afternoon and they rang Friday morning to confirm it was a write off and made an offer which I refused and told them what I considered was the value of the car and Friday afternoon they rang back and agreed my value and said it would be in our bank account on Monday which it was.
We bought a new car for Yvette on the Sunday and she drove it to work on the Monday morning.

 

[Coolcats]

I went via AIB with Aviva as the UW. Cover was much better than AF and cheaper. I was pleased with this as I had a claim before with Aviva on a car write off. They were hyper efficient in getting a replacement car to us. Engineer wrote the car off the following day and 48 hours after that we had a replacement value which was very reasonable (and surprising) which we accepted immediately. Painless, professional and reassuring.

It’s interesting I used AIB had two vehicles stole. (Not the MoHo) insurance went from £400 to £3500. I approached a couple of other brokers one of who is AF they managed to get a quote for just over £1k

these are the underwriters AF work with so I suspect if someone like yourself had a Avila policy through AF they would have had an equally good experience.

these are the companies AF use which is why I suggested to Jim it would be interesting to know who the underwriters of the policies are rather than the broker such as AF who in the main will not be handeling any claims, I suspect this is not understood by many and why AF gets tied with poor service yet not their fault as such

AF say:
https://www.adrianflux.co.uk/corporate/insurance-companies/
These are the current insurance providers and underwriting agencies making up our panel*:

• ABC (owned by LV, formerly Liverpool Victoria)
• Ageas (formerly known as Fortis Insurance, they also own Castle Cover, Kwik Fit Insurance, Tesco Underwriting, Express Insurance & RIAS)
• Allianz Cornhill (also own Pet Plan)
• Aqua Underwriting
• Aviva (formerly known as Norwich Union also trade as quote me happy, General Accident)
• Axa (Axa Group also own Swiftcover and offer quotes as Lloyds TSB Insurance)
• Broker Direct
• Chaucer (owners of Chaucer Direct and REIS (Richard Egger Insurance Services))
• Covea (formerly known as MMA & Provident insurance, owners of Swinton and Its4me as well as Bullseye)
• Direct Group
• E-Underwriting
• ERS
• Equity Red Star
• Hagerty
• Hawkwell
• Heath (Heath Lambert also own Gallagher Heath, who also offer insurance quotes under the RAC brand)
• Highway
• Infinity Underwriting
• Isle of Man Assurance Group
• KGM
• Kinetic
• Legal & General
• Markerstudy (They also own Supercover)
• Midas
• Moorhouse
• NIG (part of Royal Bank of Scotland, who also own Direct Line, Privilege and Churchill)
• Novae
• Novitas
• Oak Underwriting
• Ocaso
• Octane
• Playle Russell
• Plum
• Purely
• Premier Underwriting
• Prestige
• Qudos
• RSA (previously known as Royal & Sun Alliance, they also own More Than)
• Sabre
• Service
• CCUA Towergate
• Templeton Insurance
• Trinity Lane
• UK General Insurance Group
• Walsingham
• XPECT
• XS Direct
• Zenith
• Zurich (formerly known as Eagle Star, they also own Endsleigh)

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[Two on Tour]

So your suggesting that sat hanging in the phone for hours and AF not ringing back when they say they will and loosing customers files is down to the underwriters then ?

Certainly my gripe with AF is AF and the sh*t attitude to their customers and their inept useless staff which you appear to be blind to or chose to ignore.

 

[Coolcats]

So your suggesting that sat hanging in the phone for hours and AF not ringing back when they say they will and loosing customers files is down to the underwriters then ?

Certainly my gripe with AF is AF and the sh*t attitude to their customers and their inept useless staff which you appear to be blind to or chose to ignore.

No, what I am saying is that AF do not handle the claim it’s the underwriter eg one of the companies on that list a Broker just sells you the policy and will make changes if you request them for a fee. You may be expecting to much from a Broker is all I am saying and whilst you say the staff are useless it may be they cannot answer the question as it’s the claims team that should answer it for you. Also whenyou look at the sheer volume of underwriters the agent is not going to understand each and every policy they will have to look the information up as you would. not ideal but if that’s how it is.

 

[tonyidle]

No, what I am saying is that AF do not handle the claim it’s the underwriter eg one of the companies on that list a Broker just sells you the policy and will make changes if you request them for a fee. You may be expecting to much from a Broker is all I am saying and whilst you say the staff are useless it may be they cannot answer the question as it’s the claims team that should answer it for you. Also whenyou look at the sheer volume of underwriters the agent is not going to understand each and every policy they will have to look the information up as you would. not ideal but if that’s how it is.

If AF choose to use underwriters that have a poor claims record it's surely down to AF? They'll go with whoever offers the best commission no doubt.

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[pampam]

I think direct line are their own underwriters but i dont know what they are like when you need to make a claim ?

 

[Two on Tour]

No, what I am saying is that AF do not handle the claim it’s the underwriter eg one of the companies on that list a Broker just sells you the policy and will make changes if you request them for a fee. You may be expecting to much from a Broker is all I am saying and whilst you say the staff are useless it may be they cannot answer the question as it’s the claims team that should answer it for you. Also whenyou look at the sheer volume of underwriters the agent is not going to understand each and every policy they will have to look the information up as you would. not ideal but if that’s how it is.

My point of contact was with AF and their staff and my opinions are based on my dealings with AF's staff and the poor performance and attitude to their customer which is nothing to do with the underwrites they use, simply poor customer service by AF as other have indicated on this thread, end of !!!

 

[Langtoftlad]

If I'm a customer of Adrian Flux, regardless of the end supplier...

... I'd expect AF to go in to bat for me...

Amazon customer service is excellent regardless of who actually supplied the product.

Wouldn't touch Adrian Flux (nor AIB) with any length of barge pole... why would you?

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[knickam]

I think direct line are their own underwriters but i dont know what they are like when you need to make a claim ?

Wife skidded on Ice and wrote off her Corsa about 10 years ago.
Accident happened on the Monday and we received the money from Direct line on the Thursday.
Service was first class from Direct Line as was NFU when I made a claim for a headlight on my car a couple of years ago.

 

[tarw24]

Hello
Sorry to hear all these woes re AF Insurance.
I am insured with them and have been several times with no issues and always had a positive response.
However just a thought; they carry a high rating (4.4 out of 5) on Trust Pilot so maybe you could paste a link to this forum on TP with the appropriate star rating from your experience. TP has a far wider audience and it may solicit a response as AF have responded to TP reviews in the past.

Hope you manage to solve your problems and hope I don't experience the same if I need to claim.

 

[Northernraider]

Flux are crap as is their sister company for motorbikes .bike direct .
Been stung by both in the past .

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[Coolcats]

If I'm a customer of Adrian Flux, regardless of the end supplier...

... I'd expect AF to go in to bat for me...

Amazon customer service is excellent regardless of who actually supplied the product.

Wouldn't touch Adrian Flux (nor AIB) with any length of barge pole... why would you?

Ok I hear what you say, when one of my vehicles was stolen I purchased this through AF the payout was around £30k so not an inconsiderable sum the other vehicle was a a Golf insured via the Co-Op the Golf was settled Quicker we also had to endure the insurance investigation so they were satisfied it was not fraud. AF was not involved in the claim but the underwriter and their 3rd party Agents were. Both vehicles had a total loss payout we actually got more for the golf than expected and the other vehicle we had good settlement figure for. So a plus to both insurance companies.

Then Comes renewal time we replaced the Golf with a Golf and there ha been a small increase AF renewal was considerably higher than previously so I asked what could be done, they can back with a policy from a different underwriter with a lower premium. AF is a Broker they are not a claims handler.

edited to add another vehicle which is insured via a specialist broker came back with an increased figure last year I queried this and asked for me to be the sole driver the underwriter gave them a figure which was abou £10 less so I approached another specialist broker who used the same underwriter and as a sole driver the policy was £100 cheaper. The original Broker was not happy as they wanted to retain the business.

insurance is a game and somehow the public are the puppets who’s strings are pulled not by the broker but the games played in the market.

 

[Langtoftlad]

AF is a Broker they are not a claims handler

They must get the occasional thing right... just out of random odds.

The point is that they are effectively the retailer of the product you bought.
They are responsible as your point of contact...
If you buy a motorhome, it's the dealership you turn to, not the manufacturer.
That's English consumer law.

 

[Coolcats]

I think direct line are their own underwriters but i dont know what they are like when you need to make a claim ?

I use direct line for business liability insurance they provide a legal library for free so that business can use templates for disclaimers etc so pretty good value in my view

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[Puddleduck]

I think direct line are their own underwriters but i dont know what they are like when you need to make a claim ?

Wife skidded on Ice and wrote off her Corsa about 10 years ago.
Accident happened on the Monday and we received the money from Direct line on the Thursday.
Service was first class from Direct Line as was NFU when I made a claim for a headlight on my car a couple of years ago.

Our car is with Direct Line as we'd used them when Martin had his own business and a van was written off. Same service as knickam reports.

Several years ago my car was written off and I was injured. The insurance broker then was Bell and they handled everything as I was in no fit state to take an active part. The interim payment was fast and efficient but the final settlement took 4 years to complete.

 

[Tiny]

Would please say that again here. It only takes a minute and helps build a useful resource. Thanks in advance.

Adrian Flux

We specialise in a variety of niche motoring markets, including campers & motorhomes and our aim is to provide you with the lowest cost rates available.

www.motorhomefun.co.uk

Jim
My quibble with AF is that they are quick to quote/ take your money but now when it’s come to making a claim they offer minimal help leaving me to contact the underwriter (Kinetic in my case) who never answer the phone or respond to email.
AF are selling products that are not fit for purpose, due to the customer service that comes with the product. The AF customer service promised to contact Kinetic on my behalf 3 days ago and have still not responded back to me.

I couldn’t recommend them to anyone.

 

[Coolcats]

They must get the occasional thing right... just out of random odds.

The point is that they are effectively the retailer of the product you bought.
They are responsible as your point of contact...
If you buy a motorhome, it's the dealership you turn to, not the manufacturer.
That's English consumer law.

Interesting my claims for the policy I purchased via AF (Broker) was from Sabre this is the email correspondence address claims@sabre.co.uk everything was handled by Sabre. Post claims as Sabre's premium increased by a significant amount the Broker secured (AF) another policy for me at a lower rate.

I suspect and I don't mean to be rude but I suspect the complexities of Broker and Underwriter is lost on many people (why should people need t understand this stuff), it is reasonable to assume the Broker will do everything for you in the case of an accident but that is not the case. If you look at the Sabre web site there is a link for customers and one for Brokers the one for customers includes incident reporting and the one for Brokers does not include incident reporting.

If people look at there policies they will in many cases (not all where an insurance company also has a brokerage) find a claims line number which is actually nothing to do with the Broker.

Another revelation is that the insurance company claim line may outsource the work to a 3rd party as in the case of my stolen vehicles it was not someone from Sabre but a company that does specialised investigation work for multiple insurance companies, you cant make this stuff up and is really frustrating but then just remember it is just process!

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[Coolcats]

Jim
My quibble with AF is that they are quick to quote/ take your money but now when it’s come to making a claim they offer minimal help leaving me to contact the underwriter (Kinetic in my case) who never answer the phone or respond to email.
AF are selling products that are not fit for purpose, due to the customer service that comes with the product. The AF customer service promised to contact Kinetic on my behalf 3 days ago and have still not responded back to me.

I couldn’t recommend them to anyone.

So your quibble is actually the underperformance of Kinetic and that is what I am suggesting people make a list of what they perceive to be poor performing underwriters and then if you are offered a policy by them or any other Broker selling there product that way only the 'good' underwriters will get the business you could always have checked Kinetic.

As I say I used Sabre via AF and despite the premium hike post theft and would re-insure with them again as long as the price is competitive

 

[TonyEmm]

I took out this years insurance via Adrian Flux as recommended by lots of Funsters.

Having made a claim in mid June, I am still waiting for the underwriter to respond with any information re the status of the claim. I have made many phone calls waiting over 1.5hours and given up in despair.
AF seem less than helpful in resolving this, having sold me the policy their after sales service is poor.
Is this the sort of customer service we can expect these days? Any suggestions to help resolve welcomed.

Adrian Flux is merely a broker. A big one admitted! Their premises, just down the road from King’s Lynn, are enormous. Sadly, in my, and my son’s experience, they are pretty poor when trying to claim.

You can try the underwriter direct or, try https://www.resolver.co.uk/. I got an immediate apology, contract cancelled and compensation from a broadband provider using it. I also had a long saga with RyanAir through it and have since had a go at Curry’s/PC world…. It works and it’s free!

 

[Coolcats]

Your right about AF take the money and then you deal with the underwriter claims line which is why I am bemused about the post sale expectations......there isn't any and your suggestion would probably suit many

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[gwyntaxi]

I hope you get on better with your claim than I did, as mine dragged on for nearly a year.

As a said in previous posts, I would not p*ss on Adrian Flux if they were on fire, one of the worst companies I have ever had the misfortune to have dealt with.
If you go with them, then I hope you never need to make a claim. It was a few years ago, but my anger towards them is still as raw as ever.

I have also read and heard similar stories about A Flux and a lot of advice to avoid them, I’ve been with Comfort a few years now they’re not the cheapest but then you get what you pay for I found them good at sorting out claims.

 

[DuxDeluxe]

I have also read and heard similar stories about A Flux and a lot of advice to avoid them, I’ve been with Comfort a few years now they’re not the cheapest but then you get what you pay for I found them good at sorting out claims.

Agree with that. It took all of 3 days for Aviva (for whom Comfort are brokers) to pay out on a claim last year.

on another note, equally good service from Direct Line on a household policy

 

[Northernraider]

To be honest most of the insurance companies we deal with are brokers

Its very rare to insure directly with the underwriter

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[Wannabee]

Adrian Flux is merely a broker. A big one admitted! Their premises, just down the road from King’s Lynn, are enormous. Sadly, in my, and my son’s experience, they are pretty poor when trying to claim.

You can try the underwriter direct or, try https://www.resolver.co.uk/. I got an immediate apology, contract cancelled and compensation from a broadband provider using it. I also had a long saga with RyanAir through it and have since had a go at Curry’s/PC world…. It works and it’s free!

Did some management training with a group and one of their partners worked for AF. Some very concerning comments about what it was like to work for them. Had insurance (but no claims) in the past with them but now avoid them due to the insight.

 

[Gary Tadworth]

I hope you get on better with your claim than I did, as mine dragged on for nearly a year.

As a said in previous posts, I would not p*ss on Adrian Flux if they were on fire, one of the worst companies I have ever had the misfortune to have dealt with.
If you go with them, then I hope you never need to make a claim. It was a few years ago, but my anger towards them is still as raw as ever.

Totally agree. Was with bikesure for 3 years and no problems until recently. Bikesure then inundated me from a barrage of 73 tpn calls, threatening emails and insinuated i didn't have a proper garage which i always have. Despite my own landlord willing to back me up, bikesure cancelled my insurance 3 weeks ago. Absolutely dreadful company

 

[Northernraider]

Totally agree. Was with bikesure for 3 years and no problems until recently. Bikesure then inundated me from a barrage of 73 tpn calls, threatening emails and insinuated i didn't have a proper garage which i always have. Despite my own landlord willing to back me up, bikesure cancelled my insurance 3 weeks ago. Absolutely dreadful company

Bikesure are appalling, I had a nightmare with them on my dragstar. Similar problems with garage etc ...insisted on a ridiculous amount of photos showing bike in garage , took them then they insisted it had to show number plate etc etc . I had 3 bikes in the garage the dragstar being at the back . I lost the head with them eventually told them to get stuffed

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[Holly's mum]

Totally agree. Was with bikesure for 3 years and no problems until recently. Bikesure then inundated me from a barrage of 73 tpn calls, threatening emails and insinuated i didn't have a proper garage which i always have. Despite my own landlord willing to back me up, bikesure cancelled my insurance 3 weeks ago. Absolutely dreadful company

That's shocking behaviour

 

[Lenny HB]

I took out this years insurance via Adrian Flux as recommended by lots of Funsters.

I've never seen anything good said about them on Fun.