ERS Avis 1 833

Called in regards to a claim and spoke to June. She was great and very friendly and helpful. I was extremely shaken up and she took the time to go through everything with me in a calm manner and even rang me back after the call cut out

Jacob really helped us today when we were stressed out about reporting a road traffic accident. He went above and beyond by reassuring us, showing great customer service and patiently reassuring and teaching us the process step by step. There should be more people as friendly, knowledgeable and as helpful as Jacob. I hope he is rewarded for his help, Thank you so much

All questions answered accurately and pleasantly

I just had one of the most unprofessional experiences ever. I called for assistance and a male representative answered the phone—only to immediately start laughing. Not just a chuckle, but full-on laughing for nearly a whole minute. I said "hello" multiple times, thinking it was a bad connection or a mistake, but he just kept laughing and said nothing. I eventually had to hang up.
This is completely unacceptable behavior for any business. It was rude, immature, and incredibly unprofessional. I expect better and won’t be calling again unless I know this issue is taken seriously.
Time of call : 16:15
Date: 20/08/2025

Sarah was extremely knowledgable,and answered all my questions, taking me through all aspects of my car insurance quote. Email confirmation was quickly sent to me so that I could examine the cover and cost.

Excellent service from Kayleigh in the new claims team, always very helpful. Keep up the good work Kayleigh!

Mary Jane patiently went through everything in a clear & calm manner which is all you can hope for.
Quickly went from 5 stars to 1.
5 days without a car before the replacement car will arrive and the choice was an estate car - which is not a like for like replacement - and it wasn't a choice it was take it or leave it.

Kayleigh, the call taker was very polite, clear and calm with everything she asked and also when answering questions that I had. Given the week I have had, this was quite welcome and reassuring to myself.

The handler i spoke to was very helpful and kind,

Totally useless.
They are great at taking your money, but heaven forbid you should need to make a claim.
Our car was written off just over a month ago = 21st June. by someone driving into the back of us.
The other driver accepted responsibility, so you would think it would be quite straight forward, but NO.

We were insured though Adrian flux who wash their hands of any responsibility immediately and you will spend hours of your life while you get shoved from their handling company Auxillis, back to ERS.
ERS were wholly incompetent, spent more time trying to low-ball us on the price of the car than worried about our loss.
They didn't sent an assessor, to view the car, instead we had to spend hours taking pictures and videos to upload to their website before they would process the claim.

We had our excess deduced from the payout for the car, both Adrian flux and ERS say its down to us to get this back from the 3rd parties insurer!
Neither are remotely interested in doing their job.
My only advice, if you ever need to make a claim and want a stress free experience, avoid Adrian flux/ERS at all costs.
The 3rd party's insurer Hastings direct said that it was most "irregular and unprofessional" for an claimant to have to recover the excess from them directly.
Pretty much sums up ERS

June was helpful and explained the process well

Very impressed with how quickly I got through to speak to Kayleigh in the claims department. She was very helpful and it was easy to log a claim on behalf of my client. Top work. 10/10

Extremely helpful and understanding after me reporting a very annoying no-fault claim. All now proceeding as described.

Very polite and professional

June was most helpful and got this all sorted in record time

Friendly and helpful responses. My only issue was my inability to attach photos to the damage assessment link. However I was advised to submit them by email.

My partner spoke to Roxanne today, she was very helpful thank you

Call handler - Lilly was polite and efficient