Brownsword Group Avis 

Borderline incompetent claims management used by Admiral.

Terrible. Organised an appointment to discuss claim. I was sitting at my desk waiting for the call to come through. It rang for less than a second, I answered the call and it hung up immediately. I received a message saying they would call again in 10 minutes, the exact same thing happened again. I believe this to be a deliberate tactic to meet and report against SLA's without actually doing the work needed for the end customer. Shocking.

AVOID THIS COMPANY
my elderly father's car was stolen, After eight months the claim remains unresolved. Instead of providing up to date information on the claim, they go out of their way to avoid answering any questions.
He has been subjected to invasive and accusatory investigations by incompetent representatives. Lengthy telephone interviews have been conducted, with the same questions asked repeatedly. This treatment is unacceptable.
Judging by numerous negative reviews, it appears many customers endure similarly appalling service.
AVOID AVOID AVOID

Beware!!
All good when you pay for insurance! But they dont care when something happens!!
on 13 January 2024 someone stolen our car!! Police found the thief, found the car. Its been 2 months and we have no car, we have to pay still, no updates, no courtesy car, left with no transportation for both of us to work and back, and we have small child.

My husband always pays, keept the car clean and amazing condition, even thought it was "old car".

My husbands english is not perfect, I send emails, phoned many times, they dont do anything with his case,case sent to BROWNSWORD, this people even discriminated my husband for "poor language or language barrier"!!!!
I cannot believe this what we have to go through!!
2 months, no car, no update!!

We recently dealt with Brownsword following the theft of a vehicle. They were very responsive and proactive in dealing with our claim, resulting in a swift resolve to something that can often be a very drawn out process.

All the members of staff that we spoke to were very helpful and communicative. Highly recommend.

Brilliant people and handled our case without any issues.
The guy on the phone said they had had a load of negative reviews because they had an insanely busy period of thefts and handling the volume of claims meant things took longer than normal.

This was not the case for us. Honestly, no problems, handled timely and professionally. The quote for the payout was more than fair.

Having your car stolen is stressful enough but Brownsword Group made the ordeal a lot less stressful and put our minds at rest. Would definitely use again

It took a while longer than expected to get an appointment but when I did and the ball was rolling the company were really helpful and kept me in the loop and come back to me with a result efficiently. Jim was really helpful and had a great customer service!

Any review that is over 1 star must be employees of the company trying to save face because dealing with this firm has been hell which seems to be a common theme for anyone that is unfortunate enough in having to deal with this shambles of a company! 1 star is generous to say the least.

I urge any insurance company (1st central in my case) to avoid using this company as they will drag your reputation down. Find another reputable company and AVOID BROWNSWORD AT ALL COST!

As a victim of vehicle theft, my experience so far with Brownsword...

- Rude customer service that treats you like suspect number 1 and not the victim. No empathy what so ever!
- Very little communication which has to be initiated
- They purposely drag out "Investigations" with no thought on the impact this has on the life's of the victim
- No transparency on what there process is or what they're doing next to advance the investigation
- Had the cheek to tell me to contact the police to chase for crime report which they need to advance the investigation, yet the police say they haven't been asked for the crime report and this is to be requested by Brownsword themselves and not myself.

Ombudsman and solicitor now involved to try and put this nightmare to an end. Over 100 days and counting!

I was worried initially when I heard brownsword group would be leading my case, looking at reviews it would be easy to understand why. Thankfully there was no need to be worried.

My car recently combusted and was wrote off. First central passed the case to brownsword group who were very professional even working weekends! Jim McCarthy from brownsword group was fantastic, professional and went out of his way to support me. I was able to get all of my money back and the stress has been lifted. Thanks brownsword group and thank you Jim!

My car caught fire due to another car setting up on fire, this fraud and investigators company dealt with. It takes a bit of time as they have to go through everything but they are polite and professionals. I was happy with the solution.

Please don't use insurance ERS they use Brownsword aswel !!!! So far over amonth sent everything and after telling insurance everything about my car theft then Brownsword doin everything they ask now want 2nd call to go over same information 🤔 they lie about why they asking for information then don't get back to you and insurance blame them so goes around and around and it's a nightmare! So First mistake was using ERS car insurance started 14/06/2023 now 16/07/2023 still got 2nd call tomorrow before even goes valuation process !

Had my car stolen, sent every single document/ photo they asked for, for the car- and then hear nothing at all!
Takes 50 mins to actually get through to them via phone, just to be told “it’s been passed to the valuations team and they will get back to you shortly.”
I’ve been without a car for over a month already and going by these reviews, I have at least another year to go!!
Absolutely crazy and quite frankly, disgusting in my eyes.
Another car was stolen from my address the same time, was insured through a different company and have been paid out already!
AVOID AVOID AVOID!!

After reading some of these reviews upon learning that the Brownsword Group would be dealing with my claim on behalf of 1st Central, I was initially concerned. But overall, my personal experience has been relatively straight forward. Communication is ok, they are not exactly fast but they do have to investigate XY&Z so that's to be expected. Overall from my vehicle going poof, to a settlement being discussed was around 7 weeks. The staff (once you've gotten through) are polite and professional. Overall, I'm a satisfied customer.

My car was stolen LAST YEAR JULY and has yet to be dealt with. Nothing but delays and no time frame given as to when I will receive settlement. I have been really patient considering the length of time I have been left without a car. Do not get insurance out with 1st central as this is the third party they use. Honestly I can’t believe they are still in business or getting away with it considering all the reviews I have now seen. I am beyond disappointed with the whole process.

A severe lack of any urgency from anyone within their centre. I had my car stolen and my claim has been passed across to these sloths to handle. I have called repeatedly and not a single bit of progress has been made. It took them a week to open the letter of documents I'd sent. Only to ask why I'd sent one copy of a document (which if they checked their email to me they would see why.) They refuse to give me a time scale so they can continue to sit there and shoot the breeze with each other instead of undertaking their actual job role. I am beyond frustrated and left without a car.

Not a great experience handling my claim. Slow to respond. Don't honour appointments. Need to do things like send a crime reference number by post for somebody to scan it and put it back into a computer. Unclear instructions on dealing with a V5 document for personal plates. Can't get through on the phone.

If you're an insurance company, please don't use them. 1st Central, recommend you change claim dealers ASAP for a company that better reflects your own standards/views.

They don't deserve a star in the first place. They are liers and heartless people. They will even lie to you if they have to. In this case, they told me the the police report will take 40days whereas the Data Protection Law indicates that a response needs to be recieved from the Police within 30days. This company must be barned from operating.

If I could give zero I definitely would. So tired of waiting forever to get nothing sorted.
Don't ever use 1st central again, as long as they are associated with Brownsword group they are both just scammers.

If I could give this company 0 stars I would. They are absolutely useless. My car was stolen 9 months ago and recovered. All this time I have been waiting for it to be dealt with. No updates what so ever I had to keep getting in contact to be told the same thing over and over. In the end iv had to cancel my claim just to get my car back as I am losing out on work!! There wasn't even any updates once I cancelled the claim no phonecall to say what had happened they just sent my paperwork back in the post. Awful awful company

I am still waiting for the x team or y team to bloody deal with it it’s been 3 months and nothing.. they still saying the validation team will contact me but nothing again! I’ve had enough of this company.. I feel like they scammers yet they act like they all professional behind the desk and phone..