I had a very poor experience with Lemonaid Motor Legal following a non-fault accident, and I would strongly caution others.

From the outset, Lemonaid positioned themselves as the company handling my claim, yet in reality they outsourced almost every part of the process. My claim was passed to Invicta Fleet Limited for hire and assessment, who then outsourced the engineering assessment to Laird Assessors Limited. This created a fragmented process with no clear accountability.

The biggest issue was the valuation of my vehicle. Despite clearly explaining that my Ford Mondeo Titanium 2.0 180PS was a high-spec model, the engineer valued it using lower-spec Zetec manual examples, which are not comparable. I provided a full Ford build sheet and supporting evidence, as well as an Autotrader dealer valuation of over £6,000, yet the valuation remained at under £4,000.
What was most frustrating was Lemonaid’s position that they “could not control” how the engineers assessed the vehicle. This effectively felt like they were outsourcing not just the work, but also accountability. As the company managing my claim, they relied on the engineer’s report, but refused to take responsibility for its accuracy.

In addition, a safety-critical loss (replacement of a baby car seat following the accident) was not properly addressed.

Overall, the experience felt disjointed, dismissive, and lacking in accountability. As a non-fault customer, I expected a company acting on my behalf to challenge incorrect valuations and manage the process properly — not pass responsibility between multiple third parties.

I have completed the formal complaint procedure and now referred to the ombudsman. I will update with the outcome.

Absolutely superb service from the very beginning, the communication, the explanation of the process and step by step guidance, more than impressed!

Very helpful and I pleased with the service

Kerry was very helpful throughout our call in this stressful time. Thank you!

I’m only given five star because of Reshma she was very helpful

Very helpful Rashma was very sweet

I am a little. bi deaf and Keely was extremely polite, patient and kept me up to date with what was happening l, as it was quite a long phone call
She made me comfortably aware of what was happening
Good for her

Kerryanne was very calming & very knowledgeable . She put me at ease & reassured me at all times .i left the call feeling confident that my claim would be dealt with efficiently

Chloe handled our issue with politeness and efficiency. Thank you.

Staff is amazing specially Keroy she is so kind and she was helping me Thank you 🙏

Karen was so helpful and calming

Great customer service and helpful staff, handled my claim details quickly and sorted the rest. Many thanks!

Kerryanne from lemonade was very patient,thorough and sympathetic. Really lovely lady.

Quick and efficient communication with Ellen from Lemonaid. Fantastic service

The company took time over progressing my claim in a professional manner at all time. It was only when they passed my claim over to AX to facilitate the repair and provision of a replacement car for use whilst in for repair that things went wrong After picking my car up for repair and failing to provide a car and after 10days AX told me they were declining to continue with repair . Immediately I told Lemonade what happened they organised a company called Invictus to step in.Who took over my claim and arranged to pick up my car and the process moved quickly and smoothly. During which time Lemonade personnel rang me regularly to check everything was progressing as it should be. Without Lemonade and Invictus personnel progressing the claim I DOUBT if my car repairs ,collection and return of the car would have be completed. Sincere thanks to all concerned in both companies.

It's good service and good work

Karen was really patient and and understanding when I was going backwards and forwards with what happened during my accident. She had to change the details a few times as the accident happened so quickly and I was remembering stuff after. Karen showed empathy which helped a lot. Thank you for making the call less stressful

Very helpful

I made contact with Mollie Wright who was very helpful,gave very clear information and made the whole process 'painless'. Due to Mollies patience, diligence and general manner I would have absolutely no qualms in recommending Lemonaid

My wife was unfortunately involved in an accident this week and we were directed through to Lemonaid Legal via our insurance. The service and helpfulness I received whilst making the claim has been faultless, and made a stressful situation much easier. I would have no problem recommending their services, five star all round.