Premex Services Avis 

Found premex easy to contact. One call handler in particular that I spoke to on eve of appointment was very helpful. Specialist was easy to speak to and understood my symptoms.told me treatment that would help. Waiting on report now. 5 stars to the case handler I spoke to on 11/4/24

Terrible experience! I had the pleasure of getting a report done by Mr Samer Morgan orthopaedic specialist. He writes a glum picture of your injury and then insinuates you can do the same as before ( I certainly can’t). There is a lot of inconsistencies within my report that need clearing up however when asked some more questions he was very lazy and answered a lot of them with I don’t know. Now he has been asked for a meeting and as of the 21st feb still no meeting arranged which is over 2 months ago. I complained and escalated to Vicki Wooff who was helpful to begin with but now she just ignores my emails.
In my experience you will have exceptionally long wait times for reports and when they need amending that takes another couple of months, I’m still waiting for my report to be finalised and my appointment was not this year or last but the one before that.
I am considering complaining to the ministry of justice and trading standards as this is unacceptable.
Just an update the specialist has given 3 dates foram appointment but unfortunately my solicitors at Newlaw can’t do them so unless the specialist can make the next 4 working days I’m looking at August for an appointment.

Have to wait so long for reports to be sent through and some inaccuracies which increases waiting times for corrections to be made. Seven weeks post scan and still waiting for report from medical expert.

Expert lacked client care skillset making me uncomfortable at appointment. His office staff didn't inform me about having to complete a questionnaire pre-appointment.
Launched a service complaint involving staff member (SD), Team Manager (CW) and finally Head of Services (VW). First named failed to respond within timeframe set by firm, then evidence of comparable outcome payments made by alternative ADR's such as Financial Ombudsman provided to (CW). Callback arranged with (CW) didn't materialize because of intervention of (VW) with no advance warning.
Firm offered goodwill payment which fell far short of that provided (and understood/accepted by (CW)).
My acceptance does not mean I agree with decision.
Both administratively and professionally my experience of dealing with Premex was nothing like the quality of care I received at first point of contact and this alone explains the uplift to a 2 Star rating.
The firms attitude and reluctance to negotiate rather than impose quantum speaks volumes about its ethos, the way it delivers customer care and the importance it attaches to maintaining good customer relations.
Overall not a pleasant journey which carries the potential to affect others.

Would be no stars if I could, phones me on a Sunday saying I have an appointment without no Previous notification or letter or emand tells me to bring just my daughter to a hotel room on a Sunday night. Could not mate this up then threatened to charge me. Absolutely a joke

Their so called specialists could not diagnose a dead corpse and they would look for any way to blame the death on anything other than the real cause of death.
Their osteopath is so incompetent can't even find the correct vertebra and their outcome is: "she will be fine in 12 to 18 months, any symptoms she would have had anyway due to age, previous being alive, etc". Absolute disgrace, they should be fined and not allowed to provide medical reports. The reports are so diluted that the only real purpose for them is to provide Premex and its employees with money and enable them to produce more reports and for the benefit of the insurance companies that don't have to pay real value compensations.

I was involved in a road traffic accident and I’m making a claim through Liverpool Victoria insurance (LV) and they have instructed Premex to set up a medical assessment.

The first time I spoke to them they arrange an appointment in a city that I did not want to go to, I asked for an appointment in another city and asked for me to email me when they have this, they stopped all contact with me and told LV that I refused to attend the appoint as the distance was to far away and they do not have a location closer. I explained to LV and Premex that this was not the case I’m just wanted to go to another location not in the city that they have selected.

A new location has been selected and I told them that I work in an office Mon to Friday 9-5 and asked for an appointment outside of business hours or at a weekend, I was told that they are unable to offer me an appointment after 5 or at the weekend, I therefore confirmed that I need to request the time off from my employer but it will take time, I received a call from Premex stating that I need to accept the appointment, if I do not I will lose it and be charged a fee for a misses appointment, I explained that because they do not offer what I want I need to get the time authorised off and they made me feel like I was doing something wrong I should fee honoured that will completed a medical for me.

Since the call with them I have received a email confirming that the appointment has been set and if I do not attend I will be charged, I have not been authorised to have the time off and have not told them yet if I’m able to make the appointment, they will not get a penny out of me!

Honestly I hate this company and I cant wait for the day that I never need to speak to them again.

Kept me informed of the progress and actioned delays quickly and efficiently

No communication and very slow.

I tried calling numerous times and so did my insurance. No response. Very annoying as a customer and not only that it took an incredibly long time. Normally that isn't an issue but the lack of conversation led me to believe nothing was being done or the company wasn't operating anymore.

Hopeless. Very poor response time, 8 months to get their so-called specialist's report, complete lack of urgency and interest from anybody at Premex.

The first email had no explanation of who or what the company were, no mention of why they emailed just asked me to fill out a form it looked like a scam company. I had to email them back asking for clarification of who they were and why they were contacting me. Not very professional.

At least five things went wrong:
1) Premex arranged my appointment with the independent expert in Gastroenterology on 12 December 2023 providing a completely wrong address: "Venue Details: Spire Nottingham Hospital,Tollerton Lane Tollerton Nottingham NG12 4AG". An earlier letter gave a different address: "Nottingham Queens Medical Centre, ward E39, Derby road, Nottingham, NG7 2UH". Ward E39 is a children's cancer ward (as we found out on arrival), NOT Gastroenterology.
2) The door-to-door journey took nearly 4 hours each way by taxi and train. I had called Premex a few weeks before the appointment asking to arrange a closer venue, but received no response, so had to go to Nottingham.
3) The expert Consultant said that he had asked Premex to book a telephone appointment or video call with me instead of a face-to-face one, after he read my medical reports, but Premex declined.
4) My name was misspelled in 2 (two) different ways
5) The mobile number used for text messages is still not mine but my husband's, though I had called at least twice asking to change it.
I am very upset with the carelessness of Premex and their disregard for my (and Consultant's) requests.

No waiting
Polite and helpful

Have had no problems with premex as a medical agency. Physiotherapist was very thorough. Letters arriving on time. Asked all the relevant questions.
(Just massive problems actually processing my claim/having to chase things up with my solicitors ‘Minster Law’!! 👎🏻)

Had a query about a report spoke to them and everything was explained very clearly.

The instructions and the consultant were very good.

Good communications, especially 1-to-1 admin, though eventual exam was a bit superficial