Very fast at sorting out my claim, Staff are friendly and helpful with all my questions. Mechanic Stuart was a massive help and amazing bloke to speak to.
Although my policy was branded as Volvo Car Insurance, it was administered by Broker Direct. After my accident, in which another driver cut me up, it took over a month to get my car repaired, and I was often caught in the middle, with their nominated garage asking me to chase for repair authorisation because Broker Direct had not managed the process properly. Communication throughout was poor and I had to chase updates constantly. After the repair, the claims handling was just as slow and disorganised, and it took well over a year to receive reimbursement of my excess. The claim was fully resolved in my favour. While staff were polite when they responded, the service was reactive requiring me to manage almost every aspect myself. I would not recommend Broker Direct.
Somebody at broker direct accepted a fake V5 sent in by someone who was committing fraud. The Fake V5 had no chassis/VIN number on it and because of that Egregious Blunder in basic checks, my car is now showing as written off/total loss and my car had nothing to do with any incident or crash. It was written off in early May 2025 and we are now in July. I've been chasing this up to have the write off removed and I'm getting no where! Avoid at all costs! I've logged a complaint but I doubt I'll get anywhere with that either.
I had a deeply disappointing experience with my insurance broker, Sebastian Lilly. From the very beginning, the advice I received was confusing, rushed, and ultimately not in my best interest. He initially advised me to pay off the claimant and not take the matter to court. When I asked what would happen if I didn’t pay, he simply told me to “read the email and sign the paper,” without clearly explaining the consequences. When I later decided I wanted to pursue the matter in court, I asked for the engineer’s report photos. I was first told these didn’t exist, only for them to be sent to me days later. When I expressed that I disagreed with the engineer’s report, his response was dismissive: “Well, he is the professional.” This lack of support and objectivity was shocking. In court, I was questioned about why certain critical points were missing from my witness statement who was present with me at the scene details I had discussed with Sebastian but which were never included. I also had arranged for a witness to support my case and had requested that their communications be provided for their statement, which never happened. When I asked whether my witness should attend court, I was told it wasn’t necessary, only to be questioned in court about their absence. From start to finish, my case felt rushed, poorly handled, and frankly, mismanaged. I was left feeling misled and unsupported at every step. I would not recommend this broker to anyone looking for reliable, honest, and thorough representation.
Absolute shocking company, we sent one of our vans in for a MOT activated windscreen replacement insurance and couldn’t get the van back for one month as the contractors they have appointed are busy, this left us confused as to why they even offer this policy. Members of the Customer Service team are very short and abrupt offering no solutions.
If I could give them zero stars I would. Customer service is terrible so far they have had my car for a month and initially asked me where my car was after recovering it 2 days prior. Had no courtesy car until a week after my car was vandalised. They gave the garage the wrong name . Garage keeps telling me it takes a long time to fix a missing bumper 1 month in. Hire car company phoned me and said the broker stopped paying them a week ago and I'd need to pay them on drop off. Total and utter shambles . Please for your own sake avoid.
STAY AWAY FROM THIS COMPANY If your disabled, this company will discriminate against you. Where shall I start?? This company is disgusting. My Parents made a claim in November 2022 as water damaged my ceiling and room as in the picture below. The claims accessor came out and rather than trying to repair the damage they were more concerned my parents never told them my roof was flat by another 5%. I told them my parents are disabled how would they know of what percentage the roof was they gave information to what they thought was correct. So now into the new year they offered £325 to settle. Now I asked for that value can they repair it because just to clean the debris and remove the damaged materials a Labourer would charge £200 for the day. To plaster the area is minimum £300. Where they get £325 is beyond me. So now in January we are still awaiting the claim to be settled. The room is damp and water is coming through. My parents are very stressed and their health is being affected psychologically. This discrimination against elderly and disabled people is disgusting and shameful. STAY AWAY FROM THIS COMPANY I EXPECT AN AUTOMATED APOLOGY FOR THIS
They don't respond to or acknowledge a complaint raised. They employ a fraud company to accuse you of commiting fraud when a deer lands on your car. Car in a salvage yard waiting to be inspected and no updates to what is happening, also unable to get through to correct department. Horrible and horrendous company.
I contacted this company because my seat belts fired when I bumped into a third party. Minor scuff on the front bumper needing no repair. Only needed seat belts reset as it cost 1000 pound on private quote. They assessed my car and decided it was a write off because there were so called unseen damages beneath the bumper. I was told they were not going to put it back together because it was essentially a write off. I felt like a scam because I had been driving it for two weeks with the seat belt issue. they insisted this was they way it worked. They FORCED a payoff, I wasn't offered a chance to fix it myself. Few weeks later someone shows up at my home to say they had bought my car!. Don't use an insurance company that uses these guys..I mean it.
Broker Direct PLC is located at Deakins Park, Blackburn Rd, Bolton, Egerton, Bolton BL7 9RW, UK
You can contact Broker Direct PLC at +44 1204 600200
You can find directions to Broker Direct PLC by following this map link