Brownsword Group Avis 

I have no idea how this company gets away with what they do. They are a 3rd party that my insurance company is using to "investigate" (read do nothing) and value (again read do absoloutley nothing). You will get put on hold every phone call only for them to disconnect the line each time it finally connects to you. If you do ever get through to someone, they will not know anything, you're just met with "oh, it's with X team" or "the Y team is currently dealing with it" and you'll have to wait and wait and wait some more. My car was stolen over a month ago and I'm still waiting for "validation" (whatever that means) to be completed.

23/12/22
45+ minutes in a queue, have yet to speak to anyone. A bit frustrating after receiving a letter for me to call the company. I sent an email requesting a call back, bare in mind the Christmas period.
Today 28th Dec I got that call back and was told they had been given the wrong number by the other company, which was confirmed. I have been booked in for a telephone appointment in 2 weeks time.

My insurance company used brownsword to deal with my theft claim. They have had my car and paperwork for over a month and not even given me a valuation, when chasing them they can't even give a timeframe. This started 30/09/22 and no end in sight

I completely agree with every other comment about this company. A complete joke, do not use any insurance company linked to Browswords.

Should have a zero rating available. Over 2 month now with no car and still waiting caulnt get through to them on the phone or email. Joke of a company who’s treating all the claimants like criminals.

My car was stolen in July and it is now October and I am still paying car insurance, neither 1st Central or Brownsword seem capable of giving me a status update and every conversation I've had with Brownsword has left me feeling like I'm the criminal. I've no points, no convictions and yet every step of the way I've asked if I would like them to "close the case, no questions asked". As if.
Their level of customer service is utterly appalling and anyone that does have their insurance with 1st Central, I would strongly recommend you look for an alternative provider, purely down to their relationship with Brownsword. Having now seen the other reviews, it offers me some comfort that it's not just myself that is having these issues, but come on Brownsword.. listen to what people are saying and sort it out. I have now requested your escalation policy and will be taking this further in an effort to get a resolve. Avoid if you can. And if you can't avoid.. best of luck, you'll need it.

Honestly a joke! Absolutely if offered this company push for another! I’ve never had an accident, always fully comprehensive with 1st central. Many driving years my first ever claim inJune for a car theft. Brown sword are apparently specialist! In what I ask and no communication, no feedback on condition of my own car stolen.., and now October I’m still paying insurance tax for a car wrongfully taken. I hope when ever this is resolved I will be compensated for not just the time lost and monies spend. Despite the man caught and admitted the offence and been to court!!
Sort it out 🤬

Shocking doesn’t even sun it up!
Car was stolen 3 weeks ago. 1st Central pass the claim onto these people to validate.
Got told I would have to wait two weeks for a telephone appointment to discuss my claim!! Complained to 1st Central then all of a sudden Brownsword had a cancellation and called that very day! Funny that!
Get an email after this to request all our documents and car keys. Send next day.
Heard nothing since and they’ve had all this stuff for a week!
Called them and spoke to the most useless person on the phone who could only respond with “the documents are with our scanning team”. Like how long does it take to scan a piece of paper!!!!
Sounded like a robot that had been programmed to just tell people useless information.
Can’t give us any timeframes! Without a car as it was our only car we had that was stolen!
Left still paying finance on a car we can’t even drive!
Logged a complaint about these incompetent people with 1st Central! This has now made me want to move from them as they deal with this company

communication and respond time shocking .. never insure car with anyone who cooperate with those useless company .. no response on email , on hold when making a call and all i hear after 2 days of calling that someone will be in touch with me .. customer service dont know whats going on with claim and people responsible just ignore you

My car was stolen back in July, it is now October and I have still not had any correspondence from them that suggests it will be sorted any time soon. 2 weeks ago I was told they have lost my car keys, despite me sending them labelled. I have tied to call them to see if any progress has been made but its impossible to get through on the phone (hours on hold) and they will not respond to my emails. If you are with first central insurance, I recommend switching and staying away at all costs. I'll be filing a complaint with the financial ombudsman.

Absolutely ridiculous. My car was stolen in July and we are in October now. Brownsword are saying it’s still under review!!! I’ve had no car for nearly 3 months and no payout. How do they get away with it?!

Ask you to phone . Never get through. Line is cut after 20 mins of being ‘in a queue’ apparently. Email like the automated message says. Got one call back but I missed it as was in a meeting at work. No one follows up . Ended up with a text saying to get in touch within 7 days or they will assume I don’t want to peruse any further 😂. Tried phoning multiple times . Also the Worst on hold music.

Update. Actually got through, someone actually answered the phone ! however the woman cut me off after not hearing me. I had my phone loud speaker took it off and she hung up… she must of waited a whole 2 maybe 3 seconds before choosing to hand up btw

Diabolical, my claim for my stolen car is still pending. Commitment given of 10days, well that has now well and truly passed, they’ve received everything requested, still no valuation given to me, meaning I still do not have a replacement car.

Every time you call there offices, you’re on hold for 20-30 minutes then the phone just hangs up, you’re told to email, but never get a reply.

Awful company, I wish First Central Insurance did not use them.

Scott is an absolute expert at what he does. He finished everything on time and was very communicative throughout the process. Highly recommend!