MSL Reviews 

Bad experience, after a accident I feel I'm victim on the road, I paid insurance premium to get courtesy car but 2 days I'm waiting to get there phone call, yesterday I received phone call, handler was soo rude took my interview 45 minutes for get a courtesy car, handler almost cut the line then I asked him, how long I have to wait for courtesy car, hendler says he don't know how long will take, they will review document then take decision will give courtesy car or not, he cant tell me when that time I felt Im middle of the sea because last one week I'm job less my entire family depend my income and I'm uber driver I need to earn every day they are helpfull at all, they don't understand people situation, now I decided to go rent a car and I will close my claim also I will claim to third party insurance because the accident no fault it was big mistake I claim my insurance, I only claim my insurance for easier, and I never took any policy from them, my insurance broker dcl soon as i got my premium with dcl I was soo happy for service when I had accident then realised msl claim department will take down dcl business very soon because all off dsl staff are rude no good manner when they talk there client they will make there clients upset and make them angry to tell bad word. If dcl/Nelson continue work with msl I will not take there premium in the future. Please avoid let them realise

Fake and false advertising

The worst service ever for courtesy car…
My Insurance company uses MSL as a Courtesy car provider and this company is a nightmare to deal with. I never have had such a bad experience with any company like MSL. The customer service agents, case handler Syed Rahman (he didn't even bother to call back) and the rest of the others are the worst people to speak to. They simply don't care about handling the case, or problems the customer is facing and they are very rude while speaking instead of providing help they told me that we can't do anything and if I need the car I have to sort it out yourself.
Please avoid this company for any sort of business. Simply they are pain....

I'm devastated that I've had to select 1 star for this so called "vehicle solutions" company.
I'm a driving instructor and my vehicle was off the road for a few days. I contacted my insurance company who arranged for a dual control courtesy vehicle through MSL.
The vehicle never arrived when they said it would and I lost out on over £1500 of income due to not doing the lessons booked in. I went through their complaints procedure to claim my loss of earnings and received a final response by a Benjamin Roddy saying they would pay me in full for any earnings lost. Benjamin then asked for copies of my diary (which was sent to him), proof of charges for these lessons (which is sent) and my bank details (again, which I sent). I left this for a couple of weeks and received nothing. I made mulitple calls and multiple emails to Mr Roddy but he wasn't available. It took the threat of legal action before Mr Roddy replied to me emails. He then asked for TAX returns among other evidence, which I can only assume was yet another stalling tactic by MSL. After more threats, Mr Roddy then passed my complaint over to Elaine Parked (Chief Risk Officer). Elaine asked for other evidence so I sent her a copy of a spreadsheet for the month I was without their courtesy vehicle. Elaine contacted me saying the spreadsheets didn't relate to what was in my diary, as payments were made prior to lessons taking place. Driving instructors don't take payment after lessons have taken place!!
She then emailed me back to say MSL weren't prepared to pay me the full amount, and that she had calculated my loss of earnings be less than half of what I was initially claiming. As I wasn't prepared to continue with this shower of a company, I accepted her offer and now I'm well rid of this shambles of a company.
I hope this helps others to make their decision NOT to use this company going forward. I honestly believe the 5 star ratings against this company are from friends and family of the owners, and the 1 star ratings are from genuine customers that have been ripped off like myself.

When contacting Noble Claims, they will instruct you to wait for a callback, which could take up to 48 hours.

Upon receiving your first callback, you will need to provide a considerable amount of personal data and information. Make sure you have everything ready, including V5, Driving Licence, Road Tax, Insurance Certificate, even though they are the insurance company, and your National Insurance number. It is unclear why this is needed for a car insurance claim. They will require details, both verbal and written documentation about the accident. You will also need to draw a detailed sketch of the incident, and visit the DVLA website to obtain and share your most current driving license status. Additionally, they will need pictures of your service history and logbook. You will be required to provide this information on multiple occasions and to different people.

Required items:
- V5
- Driving Licence
- Shared Driving Licence
- Road Tax
- Insurance Certificate
- National Insurance
- Written Description of Incident
- Sketched Image of Incident (Before and After)
- Pictures of your log book and service history

You will then be informed about your hire vehicle, which requires you to wait for another company called MSL to handle. MSL is a legal team that will want you to sign into a hire agreement. However, this is not advisable, as they may use it against you when offering a very low valuation for your car. If you accept, you may be cornered and forced to accept their very low offers on your vehicle. It's important to note that this is not a courtesy vehicle but a hire agreement. You can arrange this yourself, so explore your options. If you don't accept, you may not have a car to continue working, as they may use this method to corner you if you reject their offer and want to be back on the road.

MSL will also request a holding payment and claim that the hire vehicle is covered under their insurance. However, this is not always the case. In my situation, they asked Enterprise to provide the vehicle, and then the entire agreement was moved to Enterprise instead of with MSL. Nevertheless, they still took my details and read me all their terms and conditions.

Regarding the manager and complaints process, it may not be worth your time. The staff are rude and have a very strong tone. I was initially promised a callback that I never received. I was then refused a SAR request over the phone and was not provided with information on how to obtain this correctly. I was simply told that my case handler would call me and explain, but I never received that call. When I finally received a call from the case handler, she was extremely rude and very arrogant. One statement she made that will stick with me is when she said, “you're putting words into my mouth” after I repeated what she had said. Imagine saying something wrong the other way around and being able to retract that statement to an insurance company.

I was then informed that to speak to a manager, I need to email them, as they do not speak to customers or callback without an email. I sent an email over a week ago and have still not received a call. I'm here before the data request, and I bet calls will go missing as I have been misinformed throughout. However, I will provide an update, so please check back to see where I am.

I purchased my car for £14,466 on 02/02/2022. They initially valued it at £8,000, then increased it to £9,000, stating they will not increase the offer. They sent me images of cars that are not only older but also have higher mileage. What is worse is that the cars they showed me were not even the same specification; my car was a 118bhp model, and they sent 98bhp model screenshots. I've searched the internet all weekend and have sent them emails explaining this, but still, there is no response. I would like to make it clear that this is a condensed version; the incident occurred on 04/01/2024, and now, a month later, the situation remains unresolved. It took over a week to get a courtesy car sorted. I have since appointed my own solicitor, as I need help with this company. Do not fall for the cheap quotes and polite early customers.

Very poor costumer service I had really bad experience please stay away from this company I was waiting 13 days for courtesy car and they not helpful at all

Useless, rude, never call back. They could not take a note of a simple information.

An utterly useless company dont bother calling you back not fit for purpose avoid avoid avoid

I had a no fault accident at the beginning of last month. My car got written off. I been offered a settlement amount and accepted. Its been 2 weeks but not got the money. I am a taxi driver . I been told i will get a hire car with ashfiled plate. But they couldnt sort out the appt with the council. . Then i been told i will get a call from the loss of earning team to claim loss of earnings. Its been 2 weeks and no one bothered to call to put that claim forward. I am very very worried as i am out of work due to the accident which is not even my fault. Took the insurance to help me out, but i am in more stress as my claim is not getting anywhere.

My car got hit by a motorbike in the night. Because I don't have a third party details they aren't interested. After weeks of speaking to MSL I was told to speak to my insurance company then phone MSL to arrange a dual control hire car as its in my policy. It's been 10 days of trying to get the hire department to contact me. I have been told they will phone me. I had a woman hung up on me for no reason. I have tried emailing the guy I originally spoke to but no response. Last week I asked to speak to a manger about the way I have been treated. She said she would make it her top priority and email the other manger. Still no response.I spoke to my broker this week to make a complaint. My broker informed me today, MSL will phone me sometime today but still nothing. My car is booked in for repair next Monday for 7 to 10 days. I can not afford to take this time off due to no car. At this rate I will have to cancel the repair. If I could give 0 stars I would. Absolutely shocking customer service.

following a accident MSL was put in charge of my case I am a driving instructor and my car is vital for my work Almost 2 weeks I waited on Dual control car, and a further week until my car was finally collected as a result My lease car period has now reached 28 days, They text me 2 days notice of taking car back leaving me up the creek with out a paddle as they say, Nice one MSL, Nice one, DO NOT trust this company to look after your interests now I have to fund a lease car putting my business under strain,

This company have caused me no end of stress, following an accident I was supposed to receive a dual controlled hire car while mine was repaired, the repair was booked for the 7th sept I called 4 times as no hire had been arranged and each time I was told someone will call back and no one has, finally late on the 6th Sept the repair was cancelled as no one had bothered to source the hire car, it is now booked for this Thursday 14th September, and I’m currently on the 6th call to MSL relating to the hire car and still no one is calling back, so it very much looks like this Thursdays repairs will be cancelled again I have also lost two days work without pay as I’ve had to take both Thursdays off

I wouldn't able describe how cowboy of company this is.
They literally don't know how to deal with they clients.
Please be careful when dealing with this company.

Reference
2390800

My Brother in law had an accident about 3 months ago. MSL Dealt with it very unprofessionally what they have done is totally unacceptable. When it’s came about the hire car which the supposed to provide as part of his policy but they just started paying their dirty game.they done all the checks and took 0.1 penny from his account after few minutes they goes there’s none Wolverhampton plate car available but in return they will pay me my loss of earnings as they couldn’t provide me a car.

It’s been nearly 3 months he didn’t received a single penny from them every time he called them they give silly excuses and at last they agreed they will give me him the money but still nothing.
They take people’s hard working money and when the time comes they don’t give anything.

Be alert from this scam company

I had an accident call them to arrange my hire car they done all the checks and took 0.1 penny from my account after few minutes they goes there’s none Wolverhampton plate car available but in return they will pay me my loss of earnings as they couldn’t provide me a car.

It’s been nearly 3 months I haven’t received a single penny from them every time I called them they give silly excuses and at last they agreed they will give me the money but still nothing.
They take people’s hard working money and when the time comes they don’t give anything.

WOLVERHAMPTON DRIVERS PLEASE BE ALERT FROM TVIS SCAM COMPANY

I was put though to MSL by my insurance broker after my car was involved in an accident.

From reading below i must have been very lucky to speak with Andrew ,who took the details (i was stiil in shock) but he was really helpful.

Ryan who contacted me with replacement car details and delivery.
Followed by Nadeem to see if insurance company had contacted me .and chased them up.

I really could not fault them .

Thanks for all your help
Andy W

Without a shadow of a doubt, this single worst so-called company I have ever had the trouble of having to deal with. I have informed my insurance broker, that if these cowboys are their legal expenses dealers at my next renewal, I will go elsewhere. 7 months, the worst communication and lies.

Naseera Osman
An absolute delight to deal with
And exceptionally professional handling my claim

They are burgulers never ever use this msl they stole your mony and sell Your clame unfortunately my insurance compney transfer me to msl and they send my car for for cheep repair company they havent repair my car properly even I have to take my car cupple of time my self but still same so at the end i have to pay and fix my car my self they even take you insurance many aswell and they give me courtesy car after one week and take it back in two weeks even my car
havent repair yet