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Ryan L

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Review of the Admiral, Car insurance:

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Possibly the worst customer service experience I hav...

Possibly the worst customer service experience I have ever had – Admiral Insurance & ABL Group I genuinely cannot believe how badly my insurance claim has been handled by Admiral and their approved repairer, ABL Group. Admiral have had responsibility for my car for almost 8 weeks, and as I write this it is STILL not repaired. From the very beginning, I raised concerns that the vehicle was an EV and required people with the correct equipment and expertise to carry out the repair. I specifically questioned whether ABL were capable of completing the work. Despite this, I was repeatedly reassured about their approved repairer network. What followed has been nearly two months of delays, confusion, missed callbacks, contradictory information and me having to constantly chase for basic updates. At one stage I requested an urgent manager callback first thing in the morning and spent the entire day being told somebody would contact me. Nobody did. I was still chasing days later. The car has been moved between repairers/dealers, spent weeks sitting around, and I have repeatedly had to contact Admiral myself just to find out what is happening. On several occasions I appeared to know more about the location and status of my own vehicle than the people handling the claim. The most unbelievable part is that after nearly 8 weeks, my car has finally been moved to another specialist — and I have now been told it has not even been assessed or diagnosed there yet. This is after I was originally raising concerns about ABL's ability to carry out the repair back in AUGUST. Admiral themselves have now acknowledged in writing that there were "multiple situations that could have been handled better from both ABL, and us", that Admiral failed in communicating delays, that they missed callbacks they said they would make, and that there were delays on ABL's side. That pretty much sums up my experience. What makes this so frustrating is that this isn't some complicated restoration project. The underlying repair issue has been described to me as relatively straightforward once the vehicle is with somebody who has the correct equipment and expertise. I pay an insurance company so that when something goes wrong, they take control of the situation and resolve it professionally. Instead, I have effectively had to project-manage my own insurance claim — constantly messaging, chasing garages, questioning decisions and pushing Admiral to take action. To be fair, I eventually dealt with one Admiral adviser called Troy who was excellent. He actually read through the history, acknowledged what had gone wrong, communicated honestly and started pushing the matter internally. Unfortunately, it shouldn't take nearly two months of terrible service before you finally reach somebody willing to take ownership. My formal complaint remains ongoing and Admiral have indicated that compensation will be considered once this whole ordeal is finally resolved. Based on my experience so far, I could not recommend either Admiral Insurance or ABL Group. If you insure an EV or a specialist vehicle, I would strongly recommend asking exactly where Admiral intend to send it and whether that repairer actually has the capability and equipment to complete the work before allowing the vehicle to go anywhere. Nearly 8 weeks without my car, countless messages, missed callbacks, repeated chasing and still no completed repair. Absolutely unacceptable. Reviewed on: 7th October 2026

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