Auto Claims Assist Ltd (ACA): most-reported complaints
Automated analysis of 272 public Trustpilot reviews published 2019-11-05 to 2026-09-24. TrustScore 4.9 from 1,808 total reviews — see the Trustpilot page. Quick answer: is Auto Claims Assist Ltd (ACA) legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 60% of the 25 identified complaints. Other frequent issues include delays in passing paperwork to insurers and disputes over warranty requirements. These concerns were raised across 272 reviews analyzed between November 2019 and September 2026. A specific trend for these issues cannot be established due to the limited number of reviews.
How to reach Auto Claims Assist Ltd (ACA)
These are the contact details Auto Claims Assist Ltd (ACA) publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01617880015, email [email protected], address Atkin Street, Manchester, M28 3DG, GB.
The company claimed its Trustpilot profile on 2019-10-23, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-07. Trustpilot ranks it 3 of 13 in Accident Insurance Company. We last checked this profile on 2026-09-24 and found 6 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.8★ on Google (514 reviews)
TrustScore over time
4.9 → 4.9 across 13 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (100%, 19.3d) · 2026-08-15 (100%, 22.5d) · 2026-08-21 (100%, 16.3d) · 2026-08-24 (100%, 16.3d) · 2026-08-27 (100%, 16.3d) · 2026-08-30 (100%, 16.3d) · 2026-09-02 (100%, 16.3d) · 2026-09-08 (100%, 14.4d) · 2026-09-12 (100%, 14.4d) · 2026-09-18 (100%, 14.4d) · 2026-09-21 (100%, 14.4d) · 2026-09-24 (100%, 14.4d).
Severity: 28% of this company’s 25 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.2 days between the experience and publishing their negative review (25 reviews record both dates).
What their policy promises
support availability: telephone or write
“You can telephone us on 0161 7880015, or write to us at Auto Claims Assist, Atkin street, Walkden, M28 3DG.”
support availability: email or write
“To make a SAR please email us at: [email protected] or write to us at Auto Claims Assist, Atkin street, Walkden, M28 3DG”
support availability: email
“For more details on these rights and how to exercise them, please contact: [email protected]”
support availability: complain to ICO
“If you have any complaints relating to the processing of your personal data, you also have the right to complain to the relevant Supervisor Authority. In the UK this is the Information Commissioner’s Office (ICO).”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 27 negative reviews that received a public reply, the median wait was 3.6 days — the company profile reports an average of 14 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 27 company replies to negative reviews analysed, 41% engaged with the specific problem and 15% were generic templates.
Review provenance: 176 company-invited reviews in the recent window average 4.95★, while 76 organic (uninvited) reviews average 4.71★.
28% of its 241 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 60% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 319 of this company’s 1,808 Trustpilot reviews (18%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Auto Claims Assist Ltd (ACA)?
Support unhelpful
15 reports · 60% of complaints“They grossly undervalued my car without ever properly inspecting it in person and refused to refer me for medical help”
The company replied on 2026-02-26: “Dear Mr Dowsett, I have requested your receipts for your plate change and cost of insurance cancellation, but you have not sent them over. I am sorry that the independent assessor was not able to…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“they have sat on them admiral insurance want to settle but auto claims assist have not passed paperwork on”
The company replied on 2025-12-22: “Dear Mr Harper, we have not sat on any documents at all. The losses that you have listed were sent by your representative late afternoon on 16th Dec. They were forwarded to your acting solicitor on…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“ACA refuse to advocate for my case and instead force me to handle everything myself.”
The company replied on 2025-12-12: “Hi Louis, as per my call to you earlier today we are attempting to resolve this with you but will need to speak to you to do so and since you were on the way to hospital I understand that we will…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Other
6 reports · 24% of complaints“they have sat on them admiral insurance want to settle but auto claims assist have not passed paperwork on”
The company replied on 2025-12-22: “Dear Mr Harper, we have not sat on any documents at all. The losses that you have listed were sent by your representative late afternoon on 16th Dec. They were forwarded to your acting solicitor on…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Poor after service now had phone call 2 months after no fault claim to be told other party needs evidence”
The company replied on 2025-07-02: “Hi Ian, we have responded to Mrs Forster's email regarding requesting documents and explained that it is not us that are asking for this, it is the at fault insurer that was claimed against. Third…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“the waiting period was a bit too long considering that the accident was not too serious”
The company replied on 2026-01-15: “We understand that you found the process a little too long but this was a result of the at fault drivers insurance company. We continually chased them to make prompt payment for your vehicle but…”
Our classifier read this reply as a substantive response.
Warranty disputes
5 reports · 20% of complaints“it’s been a year since incident happened and they still ask me to proof of my car being repaired”
The company replied on 2025-01-09: “Dear Mr Paval, I'm sorry that you feel this way. I can see from your file that the only reason that we have asked about you repairing your vehicle is because we are having to issue proceedings…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“After request all my information and accepted the claim, they changed their mind. Said that the cost of repair is too much and they can't assist me.”
The company replied on 2024-08-29: “Dear Mr Miron, thank you for your review and responding with further information. Having reviewed your enquiry we were not able to assist with providing hire to you, as your vehicle was classed as…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“They grossly undervalued my car without ever properly inspecting it in person and refused to refer me for medical help”
The company replied on 2026-02-26: “Dear Mr Dowsett, I have requested your receipts for your plate change and cost of insurance cancellation, but you have not sent them over. I am sorry that the independent assessor was not able to…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.