Northgate Insurance Services Avis 

Tried to get a courtesy car due to a non fault accident, this has been going on for 2 weeks now. Auxillus's computer system never allowed me to log in to sign my paperwork. IT said there was an issue but they never said what, or resolved it. They then sent me a new reference number. This then meant I got double the amount of phone calls chasing me to sign paperwork but then when I asked them to post it, they tried to put it back as my fault that I was unable to provide a booking in date. Every person who I spoke to made false promises that I would not get called again, I was being called from UK and indian call centres at all times of the day up to 8pm when I was bathing my baby. No details get copied over from Tesco car insurances site wasting time. I think this company ensure they are so bad at customer service and admin to keep themselves in a job. I have now refused their services and will get the little car from the repair garage.

This was organised through my insurance company and it was a seamless experience. Communication was excellent, van was dropped off exactly when they said. They text before coming to confirm I was ready to receive. Same on pick up. First class from start to finish.

Great service and communication. Would recommend the Dartford branch, really helpful

Very efficient and professional service updates all the way

Excellent service

It’s unfortunate that I’ve had to use Auxillis twice through my insurance company but both times I’ve been impressed with the speed at which I’ve received my hire cars and even on the second occasion when I had to swap the car over as the first car was due its service and MOT, there was no inconvenience on my part. The replacement was delivered to my workplace and the original driven away. Even when I had a query about the automatic headlamp adjustment not appearing to work, Nick from Auxillis came to my workplace, adjusted the computer setting and explained what had glitched and how to resolve it if it happens again. I was able to return the vehicle to the car repair garage when I picked my car up and it was collected from there. Brilliant company and people in all aspects of the hire - from delivery / troubleshooting to pick up. The second hire lasted for around 12 weeks while my car was being repaired and there was no problem at all with this.

Excellent service. Clean and tidy car. Friendly staff. Delivery and pick with no trouble. Kept up dated on when not to use the car

Appreciated the phone calls for delivery and collection. Driver was excellent.

Anna from customer services was extremely helpful in locating items I left in a hire car

Promp efficient service and excellent customer service 👍 would recommend without hesitation

Great communication from start to finish great vehicles and very good service, thank you

The service was impeccable and communication excellent.

Overall a good fast and efficient service supplied by competent and approachable staff all within time frames stated.
Work completed to an great standard however let down by failure to perform a test drive to identify and resolve an annoying rattle, obviously a product of the impact applied to my vehicle.

So now for the big surprise- letter from them to say complaint not upheld - who cares what they think? We seemingly agree to disagree. Lack of service compounded by lack of accountability explains it all. Marking their own homework - bit like turkeys voting on Christmas. Claim no - 7321 0567 - Reported the accident yesterday in 57 minute call with a multitude of please hold ons. Within a couple of hours had received sms from liable driver's insurer offering comprehensive settlement - that seemed to throw them - so they would investigate and phone next day (today). Just called apparently they could not get through to the third party insurer, seemingly on a single call earlier, so has been tasked to be done and I was not informed. So > 24 hours after accident, with non-roadworthy car, nothing from them. Clearly no appreciation of anxiety following such an incident. Classic triad - I use a broker, they get an insurer and a claims management team "manages" the claim. The liable party's insurer is keen to resolve while these guys seem both dis- and un-interested with no apparent or demonstrable sense of urgency. Speaking to their agent today seems given the unsuccessful attempt to contact the third party's insurer today being re-tasked mitigates or exonerates them - no your management SOPs do not replace customer care. Doubt they will pass this on to the broker or insurer although I guess at the end of the day the insurer's costs are mitigated but hopefully they - Auxillis - forgo any claim's management income. My tip - think of the customer - the accident will be dominating their mind.

Very easy to use. Great communications. Excellent service and response.

Anil Ministry HNT (amistry) was very friendly and helpful when dropping my hire vehicle this morning

Very pleased with the service from Auxillis, after my accident they quickly sourced a new vehicle for me to use and it was quickly delivered to my home address. Thanks for great service!

Quick, efficient, hassle free service that was easy to use. Car drop offs and collection was smooth and on time. The whole experience was trouble free; would recommend.