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Matt W

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Review of the Admiral, Travel Insurance:

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Claiming, a waste of time

I took out Admiral Gold travel insurance, only to later discover I already had an active policy on the same account. There was no warning or flag—just a duplicated payment. While frustrating, that’s not even the main issue. My bag was stolen during my trip. I submitted claims for the stolen items, one of which I also claimed on my home insurance. That claim was handled and paid within days. In contrast, several weeks later, I’m still caught in a repetitive and drawn-out process with Admiral. Admiral advertises a 10-day response time for claims, which is already quite lengthy. What they don’t mention is that this is just an initial review. If they need additional evidence, they’ll ask for it at the end of that period—triggering a new 10-day wait with each new request. The real problem is that they don’t assess the entire claim upfront. Instead, they stop at the first issue they encounter, request evidence, and only move on once that’s resolved—creating a cycle of delays. For instance, I mentioned in my original submission that one of the stolen items was a gifted electric toothbrush. Despite this, they made two further evidence requests over the following 20+ days without ever addressing that item. Only now have they asked for proof of ownership. Their solution? A “gift claim form” that must be completed and signed by the person who gave me the toothbrush—despite it already being listed in the official police report. Alternatively, I could submit a photo of myself with the item… because we all have selfies with our toothbrushes, right? At best, this process feels disorganised. At worst, it appears designed to discourage or reduce payouts. Insurance is supposed to provide peace of mind. Instead, I’ve spent more time chasing this claim than it would’ve taken me to earn the amount I’m claiming for. It's been a total waste of time. To make matters worse, I shared this frustration in a recent call with Kane (standing in for the usual handler, Tilly). Both were polite and professional, but clearly restricted by the flawed process. When I explained my concerns, Kane offered to raise a formal complaint—though clarified this would not speed up the claim or change its handling. In short: my reward for highlighting how much time and effort this claim has taken? An offer to spend more time on a separate complaint process that leads nowhere. Reviewed on: 10th April 2025

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