QDOS Accident Assistance - September 2026

Last year, we spoke to motorists who had been involved in accidents that were not their fault. Companies like QDOS Accident Assist can collect the insurance payout from the at-fault driver’s insurer and pass it on to their customer. The viewers we heard from last year turned to QDOS for help, only to say that the company withheld thousands of pounds of their insurance payouts. QDOS says payments should be returned within 14 days, but since our original report, our inbox has continued to receive complaints from customers claiming they have faced lengthy delays.
Alan from Edinburgh, used QDOS following an accident last October, when another driver hit his car. Alan found his insurer’s contact details after searching online and was put through to QDOS. Alan was due to receive more than £6,000, but months passed without receiving any money. He repeatedly contacted QDOS, who told him they were looking into it, but his calls were not returned. Five months after the accident, still without answers, Alan contacted the at-fault driver’s insurer directly. He was told the payment had already been made to QDOS.

Roger’s parked car was hit outside his home last November. Roger received a text from QDOS and believed it was acting on behalf of his insurer. His car was declared a write-off, but Roger chose to keep it and accepted an insurance valuation of £2,180.

Roger says QDOS received the payout from the other driver’s insurer, but almost a year later, he is still waiting for his money.

Bobbie from Bristol was involved in a no-fault accident in January last year and is still waiting for a £2,000 payment. We contacted the insurer responsible for making Bobbie’s payout, Admiral, and spoke to its Head of Innovation, Leighton Hodges, who confirms that Admiral paid QDOS in April 2025, ten weeks after Bobbie’s accident.

When we wrote to QDOS Assistance, it acknowledged that in September 2025, an internal system operating error was identified, affecting a very limited number of customers, who had regrettably experienced delays in receiving settlement payments. It told us that at the time and since, it has undertaken an extensive review of its internal processes and training; hiring more staff and upgrading internal systems and improving procedures. It said it understands and appreciates the need for prompt payment to customers and is successful in achieving the furtherance of that aim, with 12,000 claims successfully processed this year with high levels of customer satisfaction.
QDOS Assistance told us it has reached out to those customers presently in focus ensuring that they are now in receipt of settlement monies and apologised for any inconvenience caused. It said it regrets that these customers faced such delays. It told us it has investigated those complaints, takes those issues raised seriously and has introduced new processes and training, to ensure that these isolated issues do not occur moving forward.

Finally, QDOS Assistance told us that, as a business with over 20 years of industry expertise, it prides itself in delivering high levels of customer service to all of its customers. It said that the customer service experienced by a small number of its customers does not reflect the service it seeks to deliver to each of its customers and that it continues to review its processes. It also told us that any customers who believe they may have been affected or wish to discuss the status of their claims can contact it on help@qdosassist.co.uk.

You can viewing the VT here, for 28 days - https://www.bbc.co.uk/iplayer/episode/m00327k5/the-one-show-30092026