Vehicle Replacement Group Reviews 

VRG are the outsourced claims processing and repairs management company for MarkerStudy Insurance Services, the insurer of the third party that crashed into me/my vehicle mid-December.
They repeatedly (>4 times) tried to remote assess the damage -this meant I had to submit the same photos each time. They wanted to assess whether the damage could be repaired at my house (axle to axle creasing damage including door and sill on a LWB transporter) 🙄

After finally establishing they couldn’t organise that, they then assigned the repair to a company in SE England (I live in Somerset). That company rejected so VRG promptly reassigned it. I ended up calling both companies and explained what was happening.

Eventually by mid-February they gave up, made up an arbitrary value assessment from the photos submitted so I arranged repair and they’d give me cash payment to cover.

I had to submit photos of my entire V5 (not just the bit that shows I own the vehicle) along with a whole load of other evidence which v5 and bank details would have validated.

Tomorrow (24th March) my van returns from repair and I still haven’t been paid despite chasing every fortnight.

Excuse I got this afternoon? Oh yeah sorry the person this was sent to has been on leave and is rather busy at the moment. We’ll try and get it sorted as soon as possible (same thing they told me previous time).

Hi Myself Ranaa Barot . I am really thankful for VRG customer service advisors . Regarding my accident I need to get my curtsy car & VRG Customer advisors help me to received a car as soon as possible . I had quite issues with first curtsy car & VRG colleagues very patiently listen my issue & they did try their best to delivered same company car that I mentioned them , my requirements for car . I mention here all the names lwho contributes their best . Miss Isabella, Miss Jaid or Jay , Miss khowla , Miss Saima , Miss Paige , Miss Georgina , Miss Richel . Might be name spell not correct or I forgot some names , but when I talked with them they really try their best to sort it out my issues . I do humble request that please keep continue this level of good support towards the customers who really need or seeking help when they going through tough times in their life . I had first time accident & I didn’t know that process how to go further , and VRG customer advisors help me , guide me . So I am really really thank-full to all who listen me , understand me & help me in my tough time. Thank you so much . 🙏🙏

This morning I spoke with Kerry from the vehicle replacement group, about a query I had with my replacement vehicle, hire period. She was nothing short of excellent! She understood the problem and solved it to my complete satisfaction.
Many thanks,
O ugboma

First class service by Lauren G after i was completely messed around by Enterprise.

My car was hit in Dec, no fault of mine. From day 1 they were on it. Never had to chase them. Polite, friendly, helpful. Very easy and stress free to deal with. Hire car came when it said it would. Overall can't fault the service.

Do not use this company !
I am self employed and lost out big style from using this company.
I was in a non fault accident before Xmas where a driver insured through Makerstudy rear ended me, when the traffic had to stop rather quickly.

Makerstudy contacted me via VRG who at first seemed helpful and eager to get me back on the road.
They provided me with a hire van.

Then after a while made an offer for the total loss van which was way below the value, I was told if i did accept the offer the hire van would be taken away the next day, leaving me unable to work.

they came back with a slightly higher offer which i was not happy with. I told them i would like to scrap the vehicle but was not happy with the offer, they told me they would pay me the 1st payment as it is and the 2nd payment would be discussed and increased as necessary

I sent links to similar vehicles via for sale even older vehicles which were more expensive and was offered an insulting £500 extra when i needed at least another £2500 to buy a similar van.

Before i recieved the 1st payment they sent the hire company to collect the hire van leaving me unable to work (i live alone, my van being my only transport)

They ignored all emails and calls from me, and even ignored my email requesting complaints proceedure

they never discussed the valuation again but sent me the balancing payment which i had disagreed with

no communication since then

until today i received 2 penalty charges for my van which i assumed scrapped being used on public highways, with no tax.

they have the registration cert but have left it in my name

please do yourselves a favour and do not use them

they will not indemify you for a non fault accident as they are supposed to by law

i don't normally do reviews but hopefully can help someone if they see this and decide not to use VRG

I am currently dealing with the ombudsman regarding this useless company

On both occasions I have needed to phone VRG, Melanie, then Kerry. Tgese ladies exceeded my expectations, in terms of helpfulness and patience as never being in an rta before, I was lost with where to start.
Would thoroughly recommend.

Full of praise for a company that actually cares about its customers. Thank you to sll involved.

VRG was in contact with me the morning after my car accident. They ran through the process with me and made everything so simple to deal with. Communication - faultless! My thanks goes to Ibrar who was dealing with my claim and settlement.

Brilliant - just brilliant - took all the stress away from me so grateful.

My vehicle was stolen, after a week of being treated really badly by my insurance company I contacted VRG, Claire Hickin called me straight away and the next day I had a courtesy car delivered, I can't rate this company and Claire high enough 😁

After trying to deal with this useless company for the last 2 months im at my wits ends. This company is shocking the customer service is abrupt and rude. After a non fault accident which a delivery van smashed into my car causing a complete loss to my vehicle (dash cam footage provided to this company) I am still not able to resolve the claim. I am seriously considering contacting the insurance ombudsman and pursuing legal advice. PLEASE PLEASE AVIOD THIS COMPANY. if I could give zero stars I would.

Lisa Wildish dealt with my claim from start to finish, she explained the entire process clearly and thoroughly. She went above and beyond to be helpful and efficient.
Excellent Customer Service, great asset to the company. Can't thank her enough. Amazing

Honestly after being in a RTA a few days ago, I just needed to get the hire vehicle sorted. I spoke with rwo lovely people James and Simon on 14/2/2023. Both are very well trained and know there job, fantastic customer service, very understanding, knowledgeable, respectful, considerate with exceptional manners, superb guenuin staff

This is the worst company for customer service I’ve ever come across. Consistently over promising and under-delivering. All I want is a call back from Katie Whelan to confirm why I didn’t receive my payment on Monday when it was promised and everytime I get through (if I get through) she’s either ‘busy’, ‘in a meeting’ or ‘on a break’. Absolutely flabbergasted dealing with this company. They are instructed by Markerstudy but I have no idea why they even need them as I had to contact Markerstudy to progress my claim as they said ‘they don’t want to stay on hold too long’! Incredible. Be persistent as if they SAY they’re going to do something, they likely will not. Most of the advisors are nice enough Amilia in particular has been lovely but what lets them down is not following through with their promises. One guy is awful to speak to, consistently talks over you and raises his voice to an aggressive tone, you’ll know which one I’m on about as he seems to have to delve to the depths of Narnia to get my file when I speak to him or that’s what he says… Until he forgets to mute his mic and he’s just chatting to other people around him… Madness for a company instructed to repatriate my money!

I had a hired vehicle from them which was offered by Accident claim company after returning the vehicle they claimed that it has a damage although on collection there was no damage and i provided CCTV footage - Also on collection, i haven't signed any documents that there was a damage on the car, they asked to pay the excess fees for the damage i raised it with the accident claim company who used them to hire the vehicle and to sort it out.
Anyway they are not trustworthy, they will come back to you using the agreements you signed and all the terms only protect them not you. i would advise going with a trusted company but not them.

Kerry at VRG is one of those rare people who actually go above and beyond to be helpful and efficient. Fantastic customer service skills Kerry, well done!

Spoke to Abed on calling the insurance company of the other insurance party. Not my fault, my insurance company have been lousy, but Abed was helpful, patient and outlined the current situation. He offered to call me back as he was aware I was abroad. Called back and gave me a good update. Thanks fella, you were really helpful. Oh and give that guy a raise!

I recently spoke to a lovley lady called Lisa Wildish was so helpful and polite helped me so much with my claim Great customer service

Lucy was very helpful and sorted out my query within minutes! My problem is with the Insurer Sopp and Sopp who continuesly keep cancelling my hire vehicle for no reason and to be fair 9 out of 10 times VRG have dealt with the situations in a prompt and competent way including with my issue today. There have been couple of hickups that I've experienced dealing with VRG but overall they've been helpful and sorted my issues on the spot.

Kerry was brilliant and reassuring excellent service look after her.