Review Time
Emma made the discussion very easy, being polite and informative. She made me feel very at ease, took her time and explained every step. In this world where it seems every thing has to be done urgently Emma was precise and very caring in her support. I cannot thank her more for her way of dealing with me.
Really helpful and informative. I dealt with Emma who couldn't have done enough for me, keeping me well updated with any updates or changes. My case wasn't straight forward so for it to be dealt with ease really made me feel that bit better. Would highly recommend.
I have today sat for over half an hour trying to call the Evolution Management Team. Continuously plays the same old these. After over half an hour phone rings. I answer and no one there. They’ve put phone down! I am disgusted at how they’re handling their clients. Is this to do with people working from home and therefore involved with other things? I really don’t know what to do. It’s vital that I contact them due to an ongoing claims and repair.
My claim started in October 2023. It's now nearly May 2024 and I'm still waiting for answers. They don't reply to emails, you could wait 45 minutes for them to take your call. I've never come across Customer service so bad before. This is not okay and should not be allowed to happen.
I can only describe dealings with this organisation as simply dreadful. Very difficult to get hold of to speak to somebody, they don't call back. Even the insurance company isn't getting any sense out of them. Ridiculous delays, failing to abide by the policy cover e.g. saying the kitchen wall cupboards won't be replaced as part of a full replacement kitchen due to plumbing leak. The policy is very comprehensive and covers replacement of matching units etc which insurance company agrees. Latest tactic is to say that we can either accept a cash settlement or wait another 5 months if we want kitchen replaced via insurance. We are already over 18 months from the incident. They are also trying to blame subcontractor for the delay and seeking compensation from them. In our opinion they are trying to avoid paying out, exasperating the customer to the point they are so stressed they accept a cash settlement. This is dealing with 90 year old couple.... you are supposed to look after vulnerable clients. Instead you have caused them severe stress and anxiety. As a consequence, other family members are now stepping in to try to sort this out. Looks like Ombudsman and FSA are likely next steps. You should be totally ashamed of yourselves. Why on earth do you exist? Is it to handle claims or to avoid paying them?Updated to add that the insurance company, Ageas, raised a complaint on parents behalf as they too agreed the timescales and communication was unacceptable, since October 2022! Complaint upheld in favour of my parents. Still no contact from Evolution nor any response to this review.
For a company that prides itself on owning up to your mistakes, management won't... Instead you'll get dragged into a meeting and told how their client is unhappy with the way you are doing things, despite you doing as you are told/trained to do. By management. Also if you aren't in the in crowd, you're out.
Post your reviewCompletely unprofessional despite all of their claims around customer experience. Nearly 2 months into my claim. Communication is complete hit and miss (usually only follows when prompted). Promises of call backs not kept. Not sure they even bother reading my emails as there never seems to be a meaningful response. Evolution appoint surveyors who basically claim to be able to use google earth to spot damage. Having done some research I was expecting the claim to be turned down because of poor maintenance. Guess what- that was the case- despite the house being re- rendered and chimney repointed just over a year ago. Surveyor never attended the house and made up his report.This surveyor twice failed to turn up, after my wife had taken 2 days off work. Then, had the cheek to ask me to take a day rather than him attending on a Saturday. Of course not- that would be customer service. I brought this to Evolution’s attention and to my surprise they instructed the same person again. When I pointed out that I did not want the same unprofessional company attending our house they basically told me to sort the issue myself!? Can you talk to Frontier about it? No, all comms seem to go through Evolution. Will see if the can appoint another claims handling agency- not getting my hopes up. Advice- spend £50 more and get a reputable house building insurance. Jan 29th 2024. …and the fun just keeps on going. Another month later and still no improvement in service. Second surveyor this time from Hull. Waited to be contacted during the 1st week in Jan- again no show and no communications. Onto my second claims handler, who promised things would be different. Comms equally as bad and I had the pleasure of my 1st claims handler being back in touch as the second seems to have lost the courage to talk to me. We finally had some scaffolding put up and a surveyor turn up. (Well, we think he turned up). The message re: booking a weekend slot seemed to be totally lost/ ignored again. To my delight we ended up with 3 smashed roof tiles. So now I am actually worse off than I was before. Emailed Evolution and guess what- no response. The scaffolding didn’t seem fit for purpose to check the back of the chimney- which was brought to their attention. We also had no access to our outhouse through some ‘bright-spark’ fitting a scaffolding pole right in-front of our door. I await with interest what the next news will be.
I am just at the start of my insurance claim process and Evolution have been sub contracted to deal with the floor drying and asbestos removal. So far it has been an awful experience.Firstly I don't understand what this company do since they have in turn sub contacted both jobs to other companies. Seems to me that this company is a just a middle man creaming off money for doing no work. Secondly they never call back when they say they will. I can never get hold of my claim handler.So far 10 days since my flood and I still have very wet floor and potential exposed asbestos in my lounge. Happy Christmas.I will be calling my home insurers today to see if I can cancel the referral to this awful company and instruct my own contractors.
Claim your business profile now and gain access to all features and respond to customer reviews.
Launched in January 2016 and privately owned, our core business strategy is built on strong working relationships with like-minded clients and suppliers to deliver an industry leading customer experience in claims management and building repairs.
Our core principles and values are designed with the customer in mind. We empower our employees and supply chain to make decisions which are in the customer’s best interests. Claims/Jobs are managed using state-of-the-art ‘easy to use’ technology. Our ‘Customer Connect’ portal allows our customers and suppliers to track and communicate at every stage of a claim.
We have researched and developed unique and first to market customer focused mitigation and repair techniques to reduce customer impact, cost and cycle times.
Our service is delivered using hand-picked experienced teams of claims handling staff who are supported by a national supply chain of scaffolders, surveyors, builders and innovators.
Evolution Claims Management Limited Registered Office: Trigate, 210-222 Hagley Road West, Oldbury, West Midlands, B68 0NP Company Number: 09680685 Registered in England and WalesSee more
