Total Loss Gap Avis 29

I bought this policy as a first time Total Loss customer. I’ve had a nail in a tyre and getting a fix is proving to be a real pain for a simple job!
There is a list of providers I can use, which I don’t have an issue with. However, the process is then to go to a provider, they take a photo and send to ‘Ramp’(appears to be an outsourcing company), then wait for approval (no details in the email I received how long this will take).
I expected, based on a specific list of suppliers, there was going to be an account and a simple process.
It’s not even explained in the poor process email I received whether I have to pay and claim back, or the fitter covers the cost once approved.

I have been a customer of TLG for many years and taken various policy - Tyre Ins, Combined Tyre & Alloy, Motor Ins Excess. GAP etc.

Website is very easy to use to get quotes right way though to purchasing.

Very clear and non-misleading terms e.g. clear IPID and policy docs viewable via portal and always very competitively priced against other online policy's and always 100% against dealership policies which I now steer well clear off when switching over my vehicles every 3-4 years.

On this occasion I felt compelled to give credit to Martin, I had a query regarding an ongoing Tyre claim, Martin was very patient, was human and showed great empathy, didn't pass the buck, got to the root cause.

He kept me updated throughout and always called back as promised.

Tyre claim was settled in full.

Will use TLG again when I next switch vehicles and recommend to friends, family and associates when seeking quality Ins products.

Insurance is only as good as the claim journey and any claims I have made via the policies arranged via TLG have been seamless.

Martin is an asset to the business.

I can’t fault the service received from Total Loss Gap. My car was written off after a non-fault accident and they made the whole process as simple as possible, which I was incredibly grateful for given that sitting on the phone with insurers is the last thing you want to be doing when something like that happens. My claim was approved within 5 days of submitting all the required documents and payment made it's way to me just over a week after approval.

Tyre punch nail in...contact Ramp who were very good and sorted very quickly...thank you..

How refreshing and how simple. When you call, a real human being picks up the phone without having to wait!! What a contrast to the way most service organisations work - endless waits and hand-offs, being forced to type out your issue to a bot that doesn't understand you. Well done TLG!! Don't change.

Had a great conversation with Martin about my needs - so easy and so human!

I had a great experience with this company, their customer service was amazing from start to finish. They really took the time to explain the different types of GAP insurance to me, which I didn’t fully understand before, and made sure I got the right one for my needs. The team were so friendly and patient, nothing felt rushed or pressured. It's rare to find a company that actually cares about helping rather than just selling. Would definetly recommend to anyone!

I couldn't reccomend this company anymore.
They are so responsive to the customer, the products are always fairly priced. This is my go to for gap and all in one smart cosmetic Insurance. I have had various policy's for around 3 Mercedes over the years.

They always ensure the repair is completed to a standard in which is good.

There customer service is exceptional, always answer the phone line and if there is ever an issue the director mark is the most responsive and polite person you could communicate with always looking to solve the issue direct and quickly.

The products give peace of mind as they protect you from unexpected expenses. I highly reccomend the all in one alloy cosmetic and exterior policy, that covers dent's scratches, alloys and anything interior related. It's perfect if you have PCP or are leasing to avoid big bills.

I have used previously the alloy wheel repair which was great with revive and also the paint repair for a large stone chip and the repairer revive were very good.

Thank you total loss, I have reccomend you to family and friends.

Excellent service, cover and support. I wish all companies worked this way. I've worked with them for years, covering my cars, and it's always been easy, pleasant and cost-effective.

Overall very impressed with this company. Took out a GAP policy when I purchased my last car at a price that was significantly cheaper than BMW were offering at that time. Unfortunately my car was written off in a serious accident necessitating a claim on the policy.

All calls are answered very quickly without the usual queuing associated with insurance companies and I found every member of staff I spoke with to be helpful and knowledgeable. There online claim form is a little challenging if you are not tech savvy but on completion and providing the wide range of documentation requested the claim was dealt with very quickly.

I think it was 5 days after receipt of documentation that the claim was signed off and about two days after that full payment made.

Very happy to recommend this company for GAP insurance and will certainly be using them again when I source a replacement vehicle.

Review 13.11.23
I have now upgraded this review from zero stars.
My comments / review on 09.11.23 were valid, but I now understand this initial response was from the claims administration company, called Spectrum Insurance, who Total Loss Gap are no longer going to use.
Since our complaint was passed to Total Loss Gap customer services they have very much apologised and have immediately looked to put things right. So thank you Total Loss Gap for responding and taking prompt action. I hope this helps.
Review 09.11.23
Very upset with response from this company. Have a scuff / dent policy and had small 25mm dent. My 14 year old Daughter caught it getting out of another car. My wife phoned to claim, but the stance was ' oh another car is involved then ' you will have to go through insurance' we cannot assist. For a £50 smart repair, really ? No one in their right mind would go through insurance for that. It leaves a very bad taste, trying to worm out of simple claim that a scuff / dent policy is for. Most unhappy, I would avoid this company based on our experience.

HIGHLY RECOMMENDED, HAD MY VEHICLE WRITTEN OFF RECENTLY AND THEY DID AS THEY SAID THEY WOULD, JACKIE AT TOTAL LOSS IS A STAR SHE SORTED EVERYTHING OUT FOR QUICKLY, VERY PROFESSIONAL EVERY COMPANY SHOULD HIRE SOMEONE LIKE JACKIE TO DEAL WITH COUSTOMERS!! HIGHLY RECOMMEND TOTAL LOSS I WOULD DEFINITELY USE THEM AGAIN IN THE FUTURE! MANY THANKS TO SPECTRUM INSURANCE SERVICES

When I reached out for a quote, the person on the other end patiently walked me through all my options over the phone. They never pushed me into a decision, and to me it was clear they genuinely had my best interests at heart. Absolutely great service!

Although I purchased Alloy Wheel & Tyre insurance, which was a great product, when I talked it through with Mark, he suggested that one of his competitors products might better meet all my needs. There were only minor differences, but I cancelled without any issue.

So a big thank you to Mark/Total Loss Gap for their professionalism, honesty and excellent customer service.

Had to have a tyre replaced because it couldn't be repaired over the Bank Holiday weekend,I rang Tuesday morning at 9.30 and emailed the paperwork.Got a phone call 1230 to say they are happy to pay and send us your bank details.Thats what I call 5 star service.

Had to make a claim unfortunately due to car being stolen, the team were phenomenal in explaining everything and getting me what was deserved.

Will be using again.

I telephone total loss gap for advice on their Gap insurance products and had the pleasure of speaking to Mark. I had been given a quote via a main dealership and wanted to compare products. Mark was extremely knowledgeable about all the products which made feel at ease and gave me peace of mind in the company and their products.
Mark was very friendly and answered all my queries which made me 100% certain to purchase Gap Insurance from Total Loss and not the main dealership who had tried pressure selling a product which was not suitable for my circumstances.
I highly recommend a chat to Mark if you need any advice as his 15 years experience shone through and was reassuring together with excellent customer service.

Excellent customer service. They answered the phone promptly and gave me all the advice I needed to make an informed decision.
The first time I have ever ordered this type of product but thanks to the fantastic service I feel very at ease with my purchase.

I took out a policy with Total Loss Gap for Alloy Wheel Insurance and Cosmetic Damage Insurance. Total Loss Gap are more of a broker and my insurance as actually with Spectrum.

Unfortunately I had to make a claim but it was dealt with really quickly by Spectrum. Their own alloy wheel repairs company couldn't match the colour of my alloys so Spectrum gave me the option to find my own repairer. I did this and they sent me a cheque a week or so later to cover the cost.

After 9 months, I sold the car so called Total Loss Gap to either cancel the policy or move it to another car. Unfortunately they couldn't move the policy as the replacement car was purchased privately instead of via a main dealership. I was also told that normally I'd get a pro rata refund but as there was a claim on a policy this won't happen. I did a bit of maths and worked out that it would have actually been cheaper for me to have not had the insurance and paid for the repair myself! A fairer way to handle this would have been to have had a pro rata refund less any costs of claims. I called Total Loss Gap back and explained this and they could see my point so raised the question with Spectrum.

A few hours later, Total Loss Claims called me back to inform me that Spectrum had agreed with what I had said and were prepared to refund me the difference less the admin charges (£35 at time of writing).

Any company who can see where something might be not quite right and are prepared to legitimately look in to it and correct it where possible, is a company I would like to deal with again and Total Loss Gap demonstrated that they are such a company. I will be contacting them in the future should I need any more of the services that they provide.

Called up for a quote and the chap took his time and explained whats the best policy for me and was cheaper than the initial quote.
Very good customer service and even when i called back i was speaking to an agent within 2mins.Bigger companies should take note.

Nothing was too much trouble, no pressure. Excellent service. So big thank you and all the best. Shame you do not offer extra NHS discount but hey I understand.