"Terrible service"

I was involved in a road traffic accident and I’m making a claim through Liverpool Victoria insurance (LV) and they have instructed Premex to set up a medical assessment.

The first time I spoke to them they arrange an appointment in a city that I did not want to go to, I asked for an appointment in another city and asked for me to email me when they have this, they stopped all contact with me and told LV that I refused to attend the appoint as the distance was to far away and they do not have a location closer. I explained to LV and Premex that this was not the case I’m just wanted to go to another location not in the city that they have selected.

A new location has been selected and I told them that I work in an office Mon to Friday 9-5 and asked for an appointment outside of business hours or at a weekend, I was told that they are unable to offer me an appointment after 5 or at the weekend, I therefore confirmed that I need to request the time off from my employer but it will take time, I received a call from Premex stating that I need to accept the appointment, if I do not I will lose it and be charged a fee for a misses appointment, I explained that because they do not offer what I want I need to get the time authorised off and they made me feel like I was doing something wrong I should fee honoured that will completed a medical for me.

Since the call with them I have received a email confirming that the appointment has been set and if I do not attend I will be charged, I have not been authorised to have the time off and have not told them yet if I’m able to make the appointment, they will not get a penny out of me!

Honestly I hate this company and I cant wait for the day that I never need to speak to them again.

"Kept me informed of the progress and…"

Kept me informed of the progress and actioned delays quickly and efficiently

"No communication and very slow."

No communication and very slow.

I tried calling numerous times and so did my insurance. No response. Very annoying as a customer and not only that it took an incredibly long time. Normally that isn't an issue but the lack of conversation led me to believe nothing was being done or the company wasn't operating anymore.

"Hopeless"

Hopeless. Very poor response time, 8 months to get their so-called specialist's report, complete lack of urgency and interest from anybody at Premex.

"The first email had no explanation of…"

The first email had no explanation of who or what the company were, no mention of why they emailed just asked me to fill out a form it looked like a scam company. I had to email them back asking for clarification of who they were and why they were contacting me. Not very professional.

"Very upset with carelessness and disregard for patient's and Consultant's requests"

At least five things went wrong:
1) Premex arranged my appointment with the independent expert in Gastroenterology on 12 December 2023 providing a completely wrong address: "Venue Details: Spire Nottingham Hospital,Tollerton Lane Tollerton Nottingham NG12 4AG". An earlier letter gave a different address: "Nottingham Queens Medical Centre, ward E39, Derby road, Nottingham, NG7 2UH". Ward E39 is a children's cancer ward (as we found out on arrival), NOT Gastroenterology.
2) The door-to-door journey took nearly 4 hours each way by taxi and train. I had called Premex a few weeks before the appointment asking to arrange a closer venue, but received no response, so had to go to Nottingham.
3) The expert Consultant said that he had asked Premex to book a telephone appointment or video call with me instead of a face-to-face one, after he read my medical reports, but Premex declined.
4) My name was misspelled in 2 (two) different ways
5) The mobile number used for text messages is still not mine but my husband's, though I had called at least twice asking to change it.
I am very upset with the carelessness of Premex and their disregard for my (and Consultant's) requests.

"Great service"

Great service

"It was very professional"

It was very professional

"No waiting"

No waiting
Polite and helpful

"Easy to talk to"

Easy to talk to