MPL Claims Management Ltd - Colchester

Laura P.

The worst insurance company. They don't reply to emails. It takes an extremely long time to get answer about your claim. You cannot reach them by phone and the callback system doesnt work, or at least no-one calls you back They will refuse your claim even though your claim is valid and you have provided all evidence. Claims are not handled by one person but seem to be passed around making impossible to have a clear conversation or any clarity on the situation as different workers say different things. I'm surprised that they are allowed to legally operate this way.

B S.

Despite having an active leak, they were very passive in their approach to dealing with it. They are extremely slow. They didn’t have my policy documents despite being my insurer, and are taking days to verify whether I am even covered for the damage. Very frustrating and disappointing so far for what has been a highly stressful event. Call centre centre staff are helpful, but the whole system is completely flawed. I just do not understand why they do not have my policy documents and they instead are having to get them from an external broker.

In the mean time, I am having to put things in place to rectify, repair and limit the damage without knowing if this will be reimbursed.

Mark J.

Take forever to communicate, wouldn't pay out for full value of item as I brought a replacement myself before they claim had been settled as we couldn't wait so limited the value to what I brought !!! Total scammers. I emailed asking to make a formal complaint about this and to go through the compliant procedure to which I was ignored.
I was left with no choice but to accept and after nearly a month it was settled for a simple claim

Jason C.

As a result of their apathetic handling of a claim for a broken window, I suffered losses against my tenant deposit.

I terminated my contract with them for the following reasons:

Lack of guidance and information on claim procedures
Unacceptable response time in handling claim
Lack of transparency with regards to what is required to make a successful claim

I did all the chasing, and had to milk them for answers o what to do. Insurance should not be this complicated.

Seth R.

A company lacking in any customer service at all! Poor to no communication/feedback after submitting a claim and no communication all about the outcome of my claim, despite promise made telephonically to get back to me in writing "immediately!"
This is not a company to do business with so STAY AWAY!

Nagma I.

Made a claim 2 months ago . Have been waiting since . Called several times and they said the person handling my case is busy and will call me back. I have called every week for the past 3 weeks and have had no contact .

Ricky K.

My son was involved in an accident with a driver insured by Tesco Insurance, and our experience with MPL Claims has been deeply frustrating. Despite their claims of a digitised and efficient process, our experience has been the opposite.

Valuation Dispute:

MPL Claims offered 82% of my car's market value, significantly lower than the true value.
Provided prompt examples of comparable vehicles, but MPL Claims took 31 days to review and dismissed them due to expired listings, a clear delay tactic.

Communication Issues:

Multiple phone conversations were not recorded or logged accurately, leading to repeated issues.
Responses often took up to 20 days, far from the efficient service they advertise.

Hire Car Issues:

Initially promised a hire car for my 18-year-old son but later retracted, citing insurance issues.
Offered inadequate compensation of £20/day for one week, despite the ongoing 60-day delay.

Complaint Handling:

Repeatedly ignored my requests for a detailed explanation of the complaint process.

MPL Claims’ approach appears to focus on cost containment at the expense of timely and fair customer service. Their delays and low-ball offers are unacceptable. This experience will be escalated to the Financial Ombudsman and Tesco Insurance directly.

Insurance companies should reconsider their association with MPL Claims if they truly value their customers' satisfaction and efficient claims handling.

ray

If I could rate 0 stars I would, painfully slow contact, abysmal customer service, despite raising a claim 2 and a 1/2 months ago have had nothing back from them.
Avoid this company at all costs.