Performance Film & Media Insurance

I've been a Performance client for several years now and this is the first time i needed to claim insurance and the experience has not been great. In 4 days it marks a month since the claim. Everything started okay at the beginning, i had a call from their Claims Executive and we had a relatively quick back and forth with the things that will be needed and it genuinely felt like they were looking for the best options for me financially. After everything was provided, the back and forth carried on until now. They told me what they needed and I provided it. The last info requested was sent 2 weeks ago. Since then, i kept calling and trying to follow-up however i was always just told that they're waiting on a reply and confirmation from the insurance company. Over the phone I was told I would have an update by last Friday, however now, next Wednesday, there is still no update and as i email i find out that the Claims Executive is out of office until 1st of September - through an automated email. So i heard nothing and have no update on the claims, nor i was given a heads up via email / call that the Claims Executive will be out of office - with at least an alternative contact to get in touch with to move my claim along whilst he is away. One of the claims involves someone else's equipment, and I've been chased up by them on this and yet I'm put in this scenario where I can't give them an update because I've not heard updates from Performance myself. Very disappointed with my first claim experience having in mind I've been purchasing insurance from them for years.
Aug 23rd, 2022

Positive: Responsiveness
Oct 22nd, 2020

Positive: Professionalism, Responsiveness
Jul 19th, 2020

Performance Insurance are awesome. Great at what they do, responsive with a personalised service, and also fantastic fun to hang out with after work ( did you ever hear that before about an insurance company!). I cant recommend them highly enough. #myinsurancecompanyismorefunthanyours
Jan 12th, 2020

Do not trust this company! I have been back and forth with them all day yesterday to try and make payment for an insurance policy that was needed for a shoot the next day. I was first told there was a problem with the card, so I tried another card. It then turned out that their card payment system was not working. I offered to pay by invoice to receive the insurance certificate. This was apparently not possible. The company called back just before 5pm and asked for card details over the phone. Apparently the payment went through. I was assured the policy documents and certificate were in my online user area. They were nowhere to be seen. I called back to find that the business had closed at 5pm on the dot. They were not answering the phone - not ideal considering their card payments had been down all day. If you have had ongoing problems that have affected customers all day, it's very unprofessional to leave at 5pm after lying to them. The bank had no trace of the transaction but recommended the card to be blocked for safety. This business fobbed me off, went home at 5pm and did not deliver. This has called untold stress and a very late night of sourcing insurance with a more reliable company that does not lie and leave its customers in the lurch. Panavision and Pro Light have been advised about this and thankfully recommended a better company.
Feb 12th, 2022