KGM Insurance Avis 

I WAS TOLD TO HAVE MY WINDSCREEN FITTED BY AN ALTERNATIVE SUPPLIER AND PAY FOR IT, I WAS TOLD I WOULD BE REIMBURSED FROM MY INSURANCE COMPANY. THIS I DID AND I WAS REIMBURSED PROMPTLY WITH NO FUSS. THANK YOU.

I was involved in a no fault car collision, it didn't take long to settle that I was a no fault but when I found a repairer for my classic car it has taken weeks and still despite 5 phone calls, so far, the repairer has yet to receive written approval.

Took 18 months and an Ombudsman investigation to get a sensible offer on my MX5. I am quite happy to continue to ACCURATELY describe my experience with KGM. I will do this in a series of reviews. Ask them about their FCA regulation for a start. KGM failed miserably to support me as a customer. I decided to not have a second car after this disaster.

A first class service starting from the call to kgm to explain our bad luck, as a stone had been thrown from the wheel of a vehicle on the motorway and hit our Motorhome windscreen cracking the screen badly.
We were reassured in that call and given all the information required, then handed over to Auto windscreens to arrange a repair date & venue for the repair.
All completed with a few weeks, and we are back on the road enjoying our retirement travels.
Thank-you all for a fuss free service and your friendly professional manner.

Painful process that took over 4 weeks to resolve a cracked windscreen because staff did not know that not all policy use their "standard terms and conditions"......

Easy to sort out the problem

Other companies could learn a lot from KGM

I had an issue, they reached out to me & resolved without hesitation.

Great communication from them, resolved super fast, exactly how an issue should be dealt with.

Highly recommended

Liars and unorganized to describe them in 2 words. They refuse to give my bike back after false promises of engineering reports and dragging the process on.

Absolutely shocking company the time that it has taken to get my insurance paid out which has still not been paid out after subsequently two interviews at my home the hardship that is brought upon myself and my partner resulted in my partner attempting suicide I absolutely and discussed it with this company I ring up on a daily basis to be told that I'm at the this team that team and and I'm losing the wheel to live and as I've just said my partner tried taking her own life so stay away from KGM insurance if you can

Your quickness in sorting me out with a new rear windscreen was excellent and your firm Auto windscreens workers were great and efficient

Our family has had to deal with multiple vehicle insurance claims following the complete destruction of our parents’ home in a fire on 22 June 2026. KGM appointed Auto Accident Claims Ltd (AAC) to handle the vehicle claims on its behalf.

I want to be fair to KGM themselves. On both occasions where we eventually escalated matters through a formal complaint to KGM, they dealt with the complaints constructively and took action to push the claims towards resolution. In both cases, KGM ultimately stepped in and helped get matters moving.

The problem is that it should never have been necessary to make a formal complaint to KGM in the first place.

The underlying claims handling by AAC was characterised by delays, poor communication, unanswered correspondence and inconsistent information. We repeatedly struggled to establish what was actually happening with claims, what remained outstanding and what was preventing settlement.

In one case, a vehicle had been assessed as a total loss and a £40,000 valuation had been provided, yet settlement remained outstanding for weeks while we were repeatedly given vague explanations about reports and investigations.

In another case, my sister was initially offered £10,000 for her vehicle. After weeks of chasing AAC for updates, she was still being told there had been no movement. We then escalated the matter to KGM through a formal complaint. KGM subsequently told us that indemnity had already been cleared and that a £17,000 offer had been made, something AAC had not communicated to her despite her speaking to them the previous day. KGM then pushed the matter through and confirmed the £17,000 payment had been sent.

So, while I have been impressed with KGM’s response once a formal complaint reached them, the fact that both situations required escalation to KGM in order to get meaningful action is concerning.

Ultimately, KGM are responsible for the customer experience associated with claims handled on their behalf. Choosing a claims handling company with such a poor customer-facing record reflects badly on KGM. At the time of writing, AAC’s Trustpilot profile has only a small number of reviews, but all eight are one-star reviews. Whatever the limitations of Trustpilot as a measure of performance, that is a concerning signal for a company entrusted with handling KGM customers’ claims.

KGM’s own complaint handling has been responsive and constructive, and I have no particular criticism of the individuals who dealt with our complaints. My concern is that it should not have taken formal complaints to get KGM involved and achieve the level of service that should reasonably have been provided in the first place.

KGM may want to take a much closer look at the claims handling arrangements with AAC. Poor service from an outsourced claims handler ultimately reflects on KGM’s brand, regardless of who technically handles the claim.

For us, the experience has demonstrated that KGM can provide effective support when challenged, but the fact that we had to challenge them formally to get there is the real issue.

Update: I originally gave KGM 3 stars, largely because of the sheer incompetence demonstrated by AAC, the claims handler KGM chose to represent them in these matters.

However, having escalated the claims directly to KGM, I have to say that their response has been brilliant. Joff, in particular, has been incredibly helpful and deserves special recognition for his efforts.

I can’t quite justify giving 5 stars, as we still had to endure months of inaction and unanswered emails from AAC before KGM became directly involved. Nevertheless, having seen how constructively KGM responded when we raised our concerns, I feel my original 3-star rating was unfair to KGM themselves.

I’ve therefore increased my rating to 4 stars. KGM have demonstrated that they can deliver excellent customer service when it matters, and I hope they take the necessary steps to ensure their claims handling arrangements reflect that same standard from the outset.

I was given only one option with KGM as to a windscreen replacement service.
This was my only option with KGM. I was not happy.
because ...
The place over quoted a price for an authentic dealership screen, more than £1000. As such I refused to pay so had to endure the fitting of a chapter standard screen. Let's hope it is not significantly inferior.

This service was poor.
It took more than 3 hours to complete (having been suggested an hour and a half) after this time, the engineer explained to me why the difficulty occurred which for very good reasons, I am not sure is true.

The place I had to wait was in dire need of a clean and extremely smelly.

The cost of my insurance is of a competitive rate - not cheap.
Therefore, I do not see why, having rarely ever made any claims that I have to suffer putting cheaper non dealership parts into a new vehicle.

Everything thing was handled in a friendly professional way, without any stress or hassle.

Absolutely the worst company to deal with a non fault claim. Communication unclear, didn't notify DVLA car written of so I got a fine for not having road tax, 4months to pay out, still no excess returned and other driver pleaded guilty at court in March, still no excess returned and now going into October. Slow doesn't even cover it. Avoid as non fault claim has been the worst I've experienced in any claim i have ever made.

Shout out to Scott. Polite, knowledgable and supportive throughout the call today. An asset to the team who to me, went above and beyond what most cpeople wuld do, especially on a friday! I would ask for scott specifically if I needed help again.

Thanks Scott! From Danielle

I haven't used this service. Why am I being asked to review it?

All done smoothly, auto windscreen staff were very courteous and the work was done to a high standard

Very happy with the two guys that came and repaired my windscreen did the job brilliantly

Excellent service , staff v friendly

Very helpful.