Prima Insurance Reviews

Avoid Prima Insurance and Broker Direct Plc (the company they instructed for claim handling) at ALL COSTS. I was involved in a non-fault accident with one of their policyholders, and unfortunately made the mistake of dealing with them directly instead of going through a solicitor. They lured me in with promises—a seemingly reasonable compensation offer and an offer to collect my total loss vehicle. It looked fair on the surface, so I agreed. That’s when the nightmare began. From that point forward, it’s been relentless harassment, incompetence, and outright dishonesty. First came the barrage of pointless questions, then they sent an engineer (no problem there). But what followed was complete nonsense: waiting a week for a report, another week for “comments,” then a lie claiming they never received the report. Then things turned ugly. They accused me of the damage being “inconsistent” and threatened to terminate my courtesy vehicle. A few days later, they reversed course—suddenly the damage was consistent, and they would now “raise the payment.” Ridiculous. But the games didn’t stop. When I was finally supposed to receive my payout, they fabricated a new excuse: “We found a link between your phone number and our policyholder.” At this point, I was speechless. A regulated insurer stooping to baseless conspiracy theories to avoid paying a legitimate claim? I asked to see this so-called “evidence” of a “link.” They promised to send it via email. That was five days ago. Nothing. Last I checked, emails take seconds—not days. Now, they won’t even let me speak with my claims handler. The same handler who had no issue calling me when accusing me of claim inconsistencies is suddenly too busy to answer. They are now telling me to claim on my own policy, yet refuse to provide a written refusal or any documentation at all. For the record, they made me an offer in writing, which I accepted in writing. That’s a binding contract under UK law. They also deemed my vehicle a Category S total loss, a designation that cannot be undone. So I’m very curious to see how they explain this disaster to my solicitor—and the Financial Ombudsman. This company is by far the most dodgy, shady, unprofessional firm I’ve ever dealt with in the UK. A complete circus run by clowns with zero regard for customer service, truth, or ethics. Final advice: NEVER, EVER deal with Prima Insurance and Broker Direct Plc (the company they instructed for claim handling) directly. Use a solicitor or a reputable claims management company. These people will twist your words, delay for weeks, make up wild accusations, and pull every dirty trick to avoid paying out. You’ve been Warned!