Markerstudy

Like most other drivers (cars and motorbikes), one scours online for the best option, contacts that company, pays the premium, insurance sorted. That was what I did and thought I've done everything correct until I had a minor accident last week. Immediately, I contacted my broker who past me over to their claims agency who were very helpful and efficient, took all my details and over further two emails, I've provided them with a completed accident report, drawings of the accident scene before and during, a repair report from the dealership of the damages, photos of the damages, photos taken at the scene of the accident and the address of the third party as requested. At the end of the conversation, I specifically asked if there is anything else I should do, and was calmly assured nothing else, except to be patient as claims may take a while. About two weeks later, I received a very draconian heavy handed letter from Markerstudy threatening damages and punitive actions because I've not reported the accident to them! I've not even heard of them until I called their office and was told they are my underwriters and in the small print of their policy booklet, which I was not issued, stated that I must report the accident to them too. Whats a underwriter? On second thoughts, since I've not advised them of the report, I asked how did they know of the accident? I was told my broker had advise them. I immediately retorted, that their policy did not state that I had to "personally" report the accident so if they have already been advised by my broker, that suffice. That stunned them speechless! Anyway, I proceeded to report the accident again to Markerstudy to keep them happy, but halfway through the lengthy session, I was told they've recorded enough information, they do not need any more information. I offered to send them the drawings, repair estimates etc, but was refused. At the end, I was given another claim's reference number. Now I've TWO claim numbers for a minor accident with a repair bill of £324! Talking about creating red tape! So whats the reason for Markerstudy throwing it's toys out of the pram? Perhaps they felt snubbed that I've not reported to them first instead of my broker? If that is the case, would they not realised that I dealt with my broker, paid my premium to my broker and got all my insurance documents from my broker might be the reasonable reason why I contacted them in the first place? Markerstudy proudly states in their policy; " "It is our intention to provide you with the highest level of customer service." is surely a statement of pure fiction. I contacted my broker and the claims agency about Markerstudy's tantrum and was told that as soon as they've received my accident report, they've emailed same report to Markerstudy, so there's no reason nor need for me having to repeat the same process with them. I would accept a friendly first letter from Markerstudy to advise they've received notification of an accident from my broker and for me to confirm if that's the case, if so, I am reminded to lodge a report with them too, but to launch into a full tirade of threats and punitive circumstances, on first contact when legally, I do NOT have to repeat the same process with them any way is both infantile, jobs worth and definately not customer friendly unless this is their intention to discourage claims being lodged! Needless to say, I will definately avoid this company when my bike and car insurance is up for renewal.