Awful, slow, unhelpful. Very unprofessional.
SEE EDIT
Often up to two weeks to get any kind of reply to messages. Bike damaged in July and still trying to get claim sorted due to unbearably slow response times. They will do whatever they can to get out of settling a claim but are very fast to take your money. I gave them all the documentation required but there was always another problem. One minute i'm told the claim will be settled as soon as my old frame is destroyed by the bike shop and then next minute there is another document required that wasn't mentioned before. Good luck trying to get any reply to a message or speaking to anyone on the phone who knows what they are talking about. I will be telling all my cycling friends to avoid this company like the plague.
EDIT:
Claim finally settled in a satisfactory manner for which I am grateful. Ultimately everything let down by poor communication and slow response times but otherwise I'm happy with the outcome
Reply from hepster
Hello James,
Thank you for your candid feedback. We are sorry that you had this negative experience and that the processing time took so long. We understand your displeasure and we would like to apologise for the delays.
Unfortunately, your case was very complex and required detailed examination, including by an expert. This has meant that the process has taken longer than we would normally expect. We regret that this has been frustrating for you and that communication has not been optimal.
Our colleagues will contact you shortly to finalise the case. We hope to be able to provide you with clarity soon and will be happy to answer any further questions you may have.
Best regards, your team from hepster.