Case Ref: 62024A
I was involved in a RTA in September 2022, my claim was passed to Minster Law as part of my RAC insurance legal cover. The third party was found 100% at fault. They’d driven into the back of my car while I was stationary. The ambulance chasing, conveyor belt legal system began its process, I was approved for physiotherapy had a medical etc. I submitted my losses through Minster Law’s ‘INK’ Web Portal. Heard very little for months, as was expected.
I took some time off work between October and December 2022 due to being in pain and not being able to work a full day every day, but as I couldn’t afford to not be paid, and as I own my own micro company, I took this time as paid holiday that I was owed instead. Submitting a loss sheet at the end of each month to Minster Law, these obviously weren’t being reviewed as in February 2023 three-five months later I was told that because I’d taken the time as holiday (that I would not be getting back) I couldn’t be reimbursed.
In July 2023, 10 months after the incident, Minster Law contacted me with a schedule of losses. It was entirely incorrect, and they’d missed out all the deductible expenses that they would recover for physio’ etc. They’d also missed out the veterinary fees I’d submitted for my dog, who subsequently died from injuries sustained in the accident, I was told that I could not claim these as they should be covered by my pet insurance, I pointed out that as I don’t have pet insurance this constitutes an uninsured loss, which is exactly what Minster Law are supposed to be recovering on my behalf. They submitted a revised schedule, which was again incorrect, claiming that I’d had £200 worth of physio – when I’d actually had £600 of treatment. By the third schedule they returned to me they were claiming £760 for physio and some made up travel costs. I was given an estimated min/max valuation on what I could expect to receive by way of settlement, that was frankly a joke, I’m £5k out of pocket, and Minster law expected to recover at most £1,923.
I signed a form that meant that Minster Law could not settle my claim without my consent, and saying that I would be kept informed at every step of negotiations.
On 06/11/2023 I received a text message from Minster Law confirming that they had settled my claim, WITHOUT MY CONSENT, at just over £1,400, despite the fact that I had rejected the third parties first two offers both of which were under £1,200, and made it clear to Minster Law that there was a minimum value that I would settle at, or I would like to proceed to court.
When I rang Minster Law’s customer service team, I was ‘sludged’ as usual being passed from rep to rep, left on hold etc. Eventually I spoke with a lady who kept telling me that I had agreed to the settlement, otherwise it couldn’t have been processed, she even suggested that if I was unhappy, I had a right to seek independent legal advice elsewhere. I asked to be put through to the complaints team, and was told this wasn’t possible, my complaint would be noted on file, and somebody would get back to me within 48hrs. I then received an email telling me that I had to submit my complaint in writing via email.
Shambolic representation and negotiation skills, appalling customer service.
Frankly, Minster Law would struggle to negotiate their way out of a well-lit cul-de-sac.
