autoaccidentclaims.co.uk Avis 

​I have a Traumatic Brain Injury (TBI) and explicitly requested reasonable adjustments under the Equality Act 2010. Instead of accommodating my disability, I was repeatedly passed around by the insurer and broker. Their First Notification of Loss team explicitly directed me in writing to an accident management company, who then refused to help me, stating they do not even cover my policy.
​Being given entirely false information and bounced between different companies caused me severe distress, confusion, and worsened my neurological symptoms. When I attempted to raise formal complaints and submitted a Subject Access Request regarding the mishandling of my commercial van claim, my requests were ignored or dismissed. They failed in their basic FCA Consumer Duty to prevent harm to a vulnerable customer. Avoid this service if you expect competent communication or basic legal compliance.

One star because there is no option for zero.

My sister’s BMW 328i was destroyed when our parents’ home was completely destroyed by fire on 22 June 2026. AAC handled her vehicle claim on behalf of KGM Underwriting Services.

My sister supplied the requested photographs, driving licence, V5C and other documentation shortly after the claim was opened. She also provided photographs showing the condition of the vehicle before the fire, as it was in particularly good condition for its age.

AAC initially offered £10,000, which she did not accept.

She attended an indemnity interview on 18 August. When she subsequently chased for an update, she was told that the interview report did not appear to have been received, although it might have been sitting with the claims team. When she called again, she was given essentially the same explanation and was told it would be chased. She never received a copy of the report.

She also asked what evidence would be required if the valuation were to be reconsidered. She was told that photographs and service history were required, despite photographs and documentation already having been supplied earlier in the claim. It was never made clear whether the information she had provided had actually reached or been considered by the assessor.

Communication from AAC was equally poor. She was repeatedly told there was no need to keep calling and that AAC would contact her when there was an update. They did not.

She emailed AAC on 27 September asking for an update. There was no response. She emailed again on 1 October. Again, there was no response.

She then called AAC on 1 October and was told there had been no movement on the claim. The system apparently still showed it as being with the assessors, although the member of staff also suggested that the report might actually be with the claims team and that the system had not been updated. She was told that someone would be contacted and that she would receive a call back.

That call never came.

Later that day, I escalated the matter to KGM through a formal complaint. The following day, KGM contacted me and said they had been told that indemnity had already been cleared and that my sister had been offered £17,000 for the vehicle.

This was completely new information to us.

As recently as the previous day, AAC had told my sister there had been no movement on the claim. There had been no mention of indemnity being cleared and no mention of an increased offer from £10,000 to £17,000.

KGM subsequently pushed the matter through and confirmed that the £17,000 payment had been sent.

The fact that the claim was ultimately resolved does not change the way it was handled. It should not have required a formal complaint to KGM for the position to become clear and for the claim to finally move forward.

The fundamental problem was the lack of transparency, contradictory information, unanswered correspondence and apparent lack of urgency. We repeatedly had to chase simply to find out what was happening, while being given inconsistent explanations about the status of the claim and the indemnity report.

For someone dealing with the aftermath of a devastating house fire, having to repeatedly chase an organisation simply to obtain basic information about an insurance claim is an entirely unnecessary additional burden.

My experience of AAC has been extremely poor. I would expect considerably better communication, responsiveness and ownership from an organisation responsible for handling insurance claims.

If I could give a minus I would, awful company, my son originally insured his bike with bikesure only to be passed on to 3!! other companies, KGM, ACC and MSL, Don't even know who the claim is with now as MSL have not got his records yet some company has picked his bike up from the garage and taken it!!
this is in the 5th week now, trying to get sense out of this company is like talking to a brick wall, just keep passing the buck, so have no option other go to the finanicial ombudsman,
won't be using bikesure again if they deal with these muppets

I am a driving instructor and recently my car was hit from behind by a van driver. The damage was to the rear nearside taking in the rear door and rear wing.

I thought it would be a straightforward claim as clearly the van driver was negligent as we were straightening up in the lane.

I submitted the claim to KGM Insurance but apparently they do not have their own claim handling department. Instead the claim was handled by Auto Accident Claims who decided that the accident was my fault.

Their reasoning was that my client was at fault because he crossed several lanes before getting into the destination lane and AAC would not accept that it was necessary to cross several lanes if my client was turning right.

The absurdity of this is laughable if it were not so serious. The roundabout was a four laned roundabout and the correct lane for our destination was the fourth lane. My client is learning to drive and thus is likely to be a bit slower than an experienced driver but the van driver ran into us not the other way round. We were clearly to the right of the van and already on the roundabout and straightening up in the fourth lane.

When I spoke to the AAC claim handler she could not grasp the concept of giving way to the right. I explained that the van driver was obviously driving too fast and should have been more careful but the claim handler stated that speed was not negligence and that we caused the accident by crossing over several lanes. She could not or would not accept that we needed to cross over several lanes and the lane that we were hit in was the fourth lane.

I spoke to the local police traffic department and the officer agreed that the van driver should have given way to the right.

This was relayed to AAC but they stood firm claiming that my client was at fault.

I will be submitting a formal complaint to Auto Accident Claims with a copy to KGM Insurance then to The Insurance Ombudsman.

I have spoken to driving examiners, driving instructors, a claim handler for another insurance company and all agree that AAC are wrong.

It is 16 years since the last time one of my cars was involved in an accident and that was a rear end shunt where the driver admitted liability and there was no argument from his insurance company.

Thankfully I paid for Protected No Claims Bonus so there will not be any increase in future premiums.

Avoid Auto Accident Claims if you are able to. Dreadful company.

I took out an insurance policy with 'Swinton'. When my motorbike was stolen I was referred to KGM who, as underwriters, would reportedly handle my claim from that point onwards. At some point a company called 'Auto Accident Claims Limited' became involved along with another company called 'Robertsonandco'.

Now, I would like to think that when a vehicle is stolen for which you have insurance for that the insurance company would pay out in a timely fashion. This was most certainly not the case. My bike was stolen on 7th April 2025.

The insurance company, from the very first day, did make it clear that they weren't able to offer any timeframes for when the matter would be resolved and that it would take as long as it would take. (Is this even allowed?)

Obviously I filed a police report but this wasn't evidence enough for the insurance company who decided then to employ a private investigator to attend my home to interview me for an hour as to the circumstances that led to the theft. (Every single detail provided to the investigator had already been provided to the underwriters and no new information was given to the investigator). The appointment for this interrogation didn't take place until 23rd April 2025.

Subsequent to this appointment I chased the insurance company/underwriters on approximately 6 or 7 occasions to try to get an update as to when there were going to pay out. On each occasion I was told that it was with the private investigators still or that the report had been received and that one department or another was 'processing' the report. On each occasion I was told they couldn't tell me how long it would be before the next step would be reached and that I was welcome to chase again at a later date.

Finally on 23rd May 2025 I received a letter, this time from AAC Ltd saying that everything was in order and they offered me a settlement price which, as I discovered, was way below market value. After contesting this and providing evidence of the actual market value and then hearing nothing again for days and days, I eventually received another email on 30th May 2025 asking me to send in my service history as they might then be able to increase the offer. I did so immediately and (again after many chasing phone calls) I eventually received an increased settlement offer on 13th June. (The increased offer was around 18% higher, or £1,200, more than the initial offer).

I accepted this immediately and then phoned them on 9th June to see if they had received my service history and to see when I could expect the payment. The operator spoke to someone in the total loss team whilst I was on the phone and came back and said that payment would be made that same day.

When this didn't materialise I called them again on 11th June to be told that the total loss team had my file in their hands right there and then and would receive payment that day.

Again, this never happened. I contacted them on 13th June to complain and was told that I would definitely receive payment on 16th June. This did happen!

As a result of me raising a complaint on the 13th June I then received an email from the complaints department on 16th June which went on to say that they felt that the time between the report of theft and the initial offer of a settlement (Just under 7 weeks) was reasonable. They then followed this with, and I quote, "It is clear that whilst reviewing your claim opportunities have been missed to progress your claim more efficiently than it did and update you about the claim and what was happening at each stage". They concluded with the following, "Based on our investigation, the outcome is that your complaint is upheld....If you wish to do so, you have the right to refer your complaint to the Financial Ombudsman Service"

That was it...my complaint was upheld but no mention as to any form of financial recompense to help me recoup some of the huge losses I have incurred whilst waiting for 10 weeks for my claim to be settled and for me to receive the settlement.

We don't have a lot of choice as bikers as to which insurance companies we use and therefore underwriters but I will certainly be doing everything in my power to make sure that Swinton, KGM and AAC do not feature again in any product I use.

And of course, I will now be contacting the Financial Ombudsman Service.

1 star is one too many! This AAC is singularly the worst company I have ever dealt with- As others say 7 day turnaround on emails absolute zero interest in your point of view, care nothing about 1star reviews. I can only hope that any underwriter looks at these reviews before engaging this awful company. The Directors should be ashamed with their low levels of professional engagement and command of the English language in communications. Unfortunately there is nothing you can do to not use this company during a claim as they are engaged by your insurance company.

Awful company without any customer service or interest in the work they are doing. They take over a week to respond to emails if they bother at all. Promises made over the phone are forgotten and not actioned. Because of this company, I am now 5k poorer and still waiting to be paid out. 6weeks later.

AAC represent Go Boony motorhome rental. My vehicle was damaged by a hirer and AAC took no involvement in helping me organise repairs. I had to sort out all my own repairs with garages and pay for them up front. When I tried to claim the money back as I was instructed to do, AAC ignored my emails. I am £2000 out of pocket for repairs I have paid for and AAC have not had the decency to respond to me.

Email addresses for the following have all been included in correspondence and nobody has responded during the period of August-November 2024: Andrew Raybould, Jacob Glynn, Gary Longley, Daniel Gray, FULEstimates@, FNOL@