KGM Insurance Reviews 

The agent went through all the details and explained all the options, answered all questions clearly.

Easy and straightforward

Fast and speedy repair. Great job and customer service by authorised repairer.

Straight to the point, very precise and dealt with the claim in a prompt fashion. easy to speak to and understand. A great service.

Initially the telephone assistance and advise was reassuring and helpful. I was still able to drive the car and assessment by Nemesis in Poole was efficient. After delivering the car for repair there was a delay waiting for a part, but Nemesis were polite and helpful throughout and answered all my questions. The car is now repaired, thank goodness. Nemesis was great!

I took out an insurance policy with 'Swinton'. When my motorbike was stolen I was referred to KGM who, as underwriters, would reportedly handle my claim from that point onwards. At some point a company called 'Auto Accident Claims Limited' became involved along with another company called 'Robertsonandco'.

Now, I would like to think that when a vehicle is stolen for which you have insurance for that the insurance company would pay out in a timely fashion. This was most certainly not the case. My bike was stolen on 7th April 2025.

The insurance company, from the very first day, did make it clear that they weren't able to offer any timeframes for when the matter would be resolved and that it would take as long as it would take. (Is this even allowed?)

Obviously I filed a police report but this wasn't evidence enough for the insurance company who decided then to employ a private investigator to attend my home to interview me for an hour as to the circumstances that led to the theft. (Every single detail provided to the investigator had already been provided to the underwriters and no new information was given to the investigator). The appointment for this interrogation didn't take place until 23rd April 2025.

Subsequent to this appointment I chased the insurance company/underwriters on approximately 6 or 7 occasions to try to get an update as to when there were going to pay out. On each occasion I was told that it was with the private investigators still or that the report had been received and that one department or another was 'processing' the report. On each occasion I was told they couldn't tell me how long it would be before the next step would be reached and that I was welcome to chase again at a later date.

Finally on 23rd May 2025 I received a letter, this time from AAC Ltd saying that everything was in order and they offered me a settlement price which, as I discovered, was way below market value. After contesting this and providing evidence of the actual market value and then hearing nothing again for days and days, I eventually received another email on 30th May 2025 asking me to send in my service history as they might then be able to increase the offer. I did so immediately and (again after many chasing phone calls) I eventually received an increased settlement offer on 13th June. (The increased offer was around 18% higher, or £1,200, more than the initial offer).

I accepted this immediately and then phoned them on 9th June to see if they had received my service history and to see when I could expect the payment. The operator spoke to someone in the total loss team whilst I was on the phone and came back and said that payment would be made that same day.

When this didn't materialise I called them again on 11th June to be told that the total loss team had my file in their hands right there and then and would receive payment that day.

Again, this never happened. I contacted them on 13th June to complain and was told that I would definitely receive payment on 16th June. This did happen!

As a result of me raising a complaint on the 13th June I then received an email from the complaints department on 16th June which went on to say that they felt that the time between the report of theft and the initial offer of a settlement (Just under 7 weeks) was reasonable. They then followed this with, and I quote, "It is clear that whilst reviewing your claim opportunities have been missed to progress your claim more efficiently than it did and update you about the claim and what was happening at each stage". They concluded with the following, "Based on our investigation, the outcome is that your complaint is upheld....If you wish to do so, you have the right to refer your complaint to the Financial Ombudsman Service"

That was it...my complaint was upheld but no mention as to any form of financial recompense to help me recoup some of the huge losses I have incurred whilst waiting for 10 weeks for my claim to be settled and for me to receive the settlement.

We don't have a lot of choice as bikers as to which insurance companies we use and therefore underwriters but I will certainly be doing everything in my power to make sure that Swinton, KGM and AAC do not feature again in any product I use.

And of course, I will now be contacting the Financial Ombudsman Service.

There were some helpful people who made the difficult situation a little easier.

My car met a hit and run accident. The claim needs to be done through the third party insurance and I am legally entitled for a courtesy car. It's been 3 days now and I am still waiting for the courtesy car with no hope to get it even in next 2-3 days. I had to chase the police for the third party details. It was not my job. Is this why we pay the insurance money for? Bad service. I hope I get a courtesy car after this review to at least make me feel better.

Understanding of the situation. Empathy, knowledge and great customer service

Very easy to deal with, rapid claim handling and quick resolution

Quick responsive communicative

After an unfortunate accident in my car and contacting you the whole process went smoothly . My car was picked up within 48 hours and repair shop kept my updated regularly. My car has just been returned to spotlessly clean. Very happy.

all went soothly and repairs were made to my satisfaction

From the start people were very helpful because I've not been involved in an accident for about 30yrs & didn't have clue what the process was. They got my works van repaired while I was holiday which was a big help so I didn't loose work .
Thank you KGM insurance.

What I'm not happy about is ive been told that my insurance will potentially be going up because of the claim even though I wasn't at fault .

Lack of communication between broker and insurance company dealing with the claim. I had to liaise between them both. The insurance company wanted to take away my no claims bonus even though I had paid to have it protected. They were a bit off with me over it. Not friendly to deal with. The Bocker was fine.

Very helpful

Quick response and approval.

Dealt with my claim with real kindness and made it easy to go through the details

Keeping me informed even on a Saturday

kgm were friendly and really made the effort to make sure I was ok and not worried. And they checked up on me and the progress of the claim. I was very impressed and grateful.