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TRR Motorsport

Member Since: 07 Oct 2010
Location: Leicestershire
Posts: 115

2010 Defender 90 Puma 2.4 ST Galway Green

Adrian Flux - Not good when you need to claim.

My wife & I have used Adrian Flux for at least 15 years so they've had thousands of pounds from us for our various vehicles in that time.

Exactly a month ago a four year old 911 hit my 110 up the backside and this is the first claim we've made with Flux.

The driver of the 911 admitted liability straight away so one would assume that it would be clear cut and resloved quickly.

My 110 is insured with an agreed value. you may not know this but this value only applies if you claim on your own policy (the insurer then claims this back from the other party). Hence i called Flux and made the claim. Flux don't deal with the claim themselves and use a company ULR to manage the claim. This is the first issue as they couldn't give a flying flip flop about you or your claim. All they seem to want to do is pass you to someone who wants to loan you a replacement car. A week passes by and nothing happens!

If you don't want a hire car you get passed to the insurer and this is the second problem. The insurer Markerstudy claimed that they didn't have a record of the declared modifications. Odd that as i have a copy of a Statment of Fact on Markerstudy's own headed paper clearly listing all of the modifications! This didn't soak in to their call centre operatives and the claim was passed to the underwriter. Another week passes by and still nothing happens.

I took maters into my own hands and got the car looked at by two specialists. both came to the same conclusions on the damage and agreed that the rear axle is bent. Eventually after I had to loose my temper with ULR an engineer came out to look at the 110, three weeks after the incident. He disagreed with both myself and the quote from the bodyshop. and doesn't think the axle is damaged. Even my wife agrees that the rear axle is bent!

The engineer contacted the bodyshop wanting them to remove the new axle casing from the quote. quite rightly the bodyshop has said No as it is clearly damaged. after another 40 minutes of being passed from pillar to post this lunchtime i've been informed that the claim has been referred back to the chief engineer last Wednesday and no date to reinpect the vehicle has been arranged despite the best efforts of the bodyshop.

A month on from the accident and we are still no closer to getting the Land Rover fixed.

In my frustration i called Flux and was told they aren't interested as ULR deal with all their claims! I called ULR and they told me that they it's not their problem and i should speak to Markerstudy (the insurer). Markerstudy couldn't be less interested and wanted to pass me back to Flux!

So proof if proof was needed that once you've handed over the cash to a broker it's a case of tough sh!t if you have problem with your claim.

As it stands, I won't be using Adrian Flux again. "If it ain't sideways, you just ain't tryin'!

30th Sep 2013 12:48pm

RobKeay

Member Since: 19 Jul 2009
Location: Stafford
Posts: 1585

2014 Defender 110 Puma 2.2 USW Corris Grey

Can't you report this to the insurance ombudsman? There are rules about this surely!

30th Sep 2013 12:54pm

TRR Motorsport

Member Since: 07 Oct 2010
Location: Leicestershire
Posts: 115

Hi Rob,

I will be writing to the ombudsman to complain about it i don't think nows the time in case it prejudices progress of the claim. "If it ain't sideways, you just ain't tryin'!

30th Sep 2013 12:59pm

theorangebandit

Member Since: 03 Jun 2013
Location: Stowmarket
Posts: 862

Once you have achieved your aim getbthe complaint straight in. Flux was on the list for once ive finnished bolting my upgrades onto the truck but no longer. That is simply bad customer care insurance is for this very reason if they cant provide a good service when its purposr comes about then they need a kick in the nuts.

30th Sep 2013 1:25pm

theorangebandit

Member Since: 03 Jun 2013
Location: Stowmarket
Posts: 862

30th Sep 2013 1:25pm

Alex1976

Member Since: 23 Jan 2013
Location: Buckingham
Posts: 596

Oh dear that does not bode well, I have just insured with Markerstudy through Flux. I hope you get your claim sorted and the repairs carried out properly.

Surely you have a contract with Flux and therefore they should act on your behalf if the insurers or the loss adjusters are not acting properly.

30th Sep 2013 2:39pm

K9F

Member Since: 12 Nov 2009
Location: Bournemouth
Posts: 9610

2008 Defender 90 Puma 2.4 XS CSW Stornoway Grey

Markerstudy are NOT a good underwriters in my book and the issue may be with them and not AF. Despite having no damage to my vehicle and not being at fault I declared the accident and received an offensive letter from Markerstudy stating that if they did not receive a photocopy of my driving licence they would cancel my policy in 7 days. What sort of attitude is that? On renewal I insisted I wanted nothing more to do with Markerstudy and got AF to provide me with another underwriter.

K9F wrote:
Adrian Flux.....

Mine too went up by 60%, predominantly due to an 'outstanding claim' by some clown in a Citroen C1 who was in the wrong lane and I ripped his front wing off. I was NOT AT FAULT. See here if interested still laugh at it now...

http://www.defender2.net/forum/topic4297.html?highlight=citroen

Well got on the blower and pointed out that the increase was unsustainable and wanted a better deal....Within 24 hours the 'outstanding claim' had been cleared and Adrian Flux had found me the same level of insurance with another company for a total increase of just 10% above the previous year's premium. Wonder how many individuals may have just taken the hit and not queried it or gone to another provider????

If you go through life with your head in the sand....all people will see is an ar5e!!

Treat every day as if it is your last....one day you will be right!!

30th Sep 2013 3:45pm

Dave-H

Member Since: 08 Feb 2011
Location: Surrey
Posts: 1507

2007 Defender 90 Puma 2.4 HT Tonga Green

Just more 'examples' of why insuring through a broker is rarely the best option

You pays yer money, you takes yer chance .....

Direct with insurance company for me,

Guns and Landrovers .... anything else is irrelevant.

30th Sep 2013 8:45pm

TRR Motorsport

Member Since: 07 Oct 2010
Location: Leicestershire
Posts: 115

Alex1976 wrote:
Oh dear that does not bode well, I have just insured with Markerstudy through Flux. I hope you get your claim sorted and the repairs carried out properly.

Surely you have a contract with Flux and therefore they should act on your behalf if the insurers or the loss adjusters are not acting properly.

Funnily enough I reiterated that very fact with Flux earlier today. They've had my money and my contract is with them. I was treated with complete indifference and was then passed onto ULR very quickly.

Since my sense of humour failure at lunchtime ULR have come back to me and have said that Hoopers, the engineers appointed to approve (there's a laugh) repairs will contact me tomorrow. My mate in the insurance industry is right. To get anything done with these less than honest insurers you have to be prepared to scream and shout to get a response.

The saga continues! "If it ain't sideways, you just ain't tryin'!

30th Sep 2013 8:57pm

TRR Motorsport

Member Since: 07 Oct 2010
Location: Leicestershire
Posts: 115

Well then, it's taken nearly two months and the 110 was finally collected this morning. Not to be repaired though. the engineer's instructed a second bodyshop to check the chassis/axle alignment because they're disputing the extent of the damage quoted by the first, which by all accounts was correct.

In those two months the soft soap, BS and contradiction from Adrian Flux, ULR, Markerstudy and Hoopers has been unbelievable!

And the only reason I managed to get anything to happen was by posting a comment or two on Adrian Flux's Facebook page. Unfortunately it seems that only by giving them a bit of bad publicity can you get something done! surely not the best way to operate a business

"If it ain't sideways, you just ain't tryin'!

21st Oct 2013 1:33pm

Eduardo

Member Since: 28 Aug 2008
Location: RegiÃ³n Metropolitana
Posts: 2110

2007 Defender 110 Puma 2.4 SW Stornoway Grey

Same everywhere

Took me almost 4 month and 3 workshop to get mine repaired.

Finally I receive a compensation equivalent to the repair cost in a workshop of my confidence (for almost the half than the dealer like to get)

Cheers and good luck! Eduardo

MY 2007 110 SW PUMA 2.4: Big Fog of 64'
MY 1994 Jayco 1207 Folding camper: "El Tremendo"

Click image to enlarge

21st Oct 2013 1:48pm

TRR Motorsport

Member Since: 07 Oct 2010
Location: Leicestershire
Posts: 115

Well to update you all the 110 is finally back home after almost two months in a bodyshop, to do about 2 hours work!

But this was the bodyshops second attempt to deliver it a week after they first tried to deliver it, only for me to discover a large crease and a dent in the roof that looked suspiciously like they went too high on the lift and it had hit a steel roof purlin or something

Needless to say they got a barrel of Fs and took it back to repair the roof (but not before they tried to deny it).

For anyone out there interested the bodyshop was CLARKES OF KIBWORTH. I'd be inclined to give them a wide berth.

The insurers MARKERSTUDY have been useless thoughout even telling me that the repair work hadn't been started an hour after i'd had a call to say the repair works were complete and to arrange delivery (albeit with a damaged roof panel!).

Dealing with Markerstudy is an experience in being on hold for long periods of time, no info, mis-information, softsoap and BS. they never returned a single call when it was themselves that had arranged it. Even after making complaints and being promised their QA manager would call me....... nothing! Quite how they are still in business is beyond me.

ADRIAN FLUX and their claims management company (ULR) have been almost as bad. I was told i couldn't have a loan car (so we could go on holiday in one vehicle) only to be told i could have a loan car, a week after we'd been on holiday. no one could tell what was happening at any point and I even got put in my place by one of ULR's call center operators for calling them and asking for someone in the Adrian Flux claims department even though i'd called the number on the letter i'd received from Adrain Flux that very morning.

Despite trying to complain to all parties not once have I received an appology or even an explaination as to why it would take 18 weeks (almost 4 months) to carry out about 2 hours work (before they roof was damaged).

So, Adrian Flux won't be getting my business in the future. they've had plenty of oportunity to step in and sort this out and have done nothing and I'd strongly advise anyone getting a insurance quote to steer clear of an insurance company called Markerstudy. And if you don't believe how bad they are just google Markerstudy review and see what comes up. "If it ain't sideways, you just ain't tryin'!

19th Dec 2013 9:23pm

Interlet

Member Since: 10 Oct 2011
Location: Norwich
Posts: 461

1998 Defender 110 300 Tdi HT Alpine White

Yup, they are

, I was with them for 12 months, and even though I haven't had an incident, I found them unhelpful when it came to renewal time, and their credit agreement is an absolute con. I went back to NFU in the end. 1998 110 300Tdi White Hard Top

19th Dec 2013 10:18pm

TRR Motorsport

Member Since: 07 Oct 2010
Location: Leicestershire
Posts: 115

Markerstudy Insurance - What a joke!

Well, after taking almost 4 months to get my 110 repaired I wrote a letter of complaint to the insurer, Markerstudy.

To re-iterate their complete incompetance i received a cheque for £100 on Saturday. with no accomanying letter other than a compliment slip. I assumed that this is compensation without an admission of any failings on their part.

Then today i receive a letter from them confirming they have investigated my complaint and in a very long winded round about way, where they managed to get most of the facts wrong (used a template letter did they?) it's basically my fault that it took ten weeks for them to get the vehicle collected and a further 6 weeks for it to be repaired (including the garage creasing the roof on the underside of their roof whilst it was on the ramp!)

Please, if you're renewing your Land Rover's insurance, think twice if your broker recommends a policy from Markerstudy. Companies as bad as this shouldn't be allowed to sell insurance! "If it ain't sideways, you just ain't tryin'!

Last edited by TRR Motorsport on 13th Jan 2014 7:41pm. Edited 1 time in total

13th Jan 2014 2:58pm

mk1collector

Member Since: 17 Sep 2009
Location: West Yorkshire
Posts: 6769

Did everything get sorted in the end?

13th Jan 2014 4:15pm

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