It's now been two months since I put in a claim for a replacement train ticket home from a ski holiday with no indication of an end in sight, or indeed any communication from Admiral for weeks at a time.
I raised my claim with their online form which, though detailed, was a decent process. I attached evidence of my original booking, an explanation that I had missed this train due to a coach leaving the resort late, and the new tickets I had to purchase to get home as well as proof of payment from my bank.
This should be straight forward under my Annual Multi Trip Platinum policy with winter sports and gadget cover added. It has been anything but.
They then sent me two more sets of forms by email which were lengthy but were trying to get all the same information that I had already submitted. What's worse, they were non-editable .pdfs and I haven't got a printer/scanner at home. When I asked for them to be posted or an editable version sent I received no reply, so 2 weeks later I called.
I was asked to upload some additional evidence, which I did, and nothing for a couple more weeks until I again called them.
The last thing I had from them was an email saying they will only progress the claim if the company that provided the coach writes a letter stating why they were late and how much by. Utterly irrelevant, no answer they can give is material to the validity of the claim. I gave it a try anyway and, naturally, the coach company hasn't responded, neither have Admiral in the few weeks since I questioned why they were asking for this.
They are too big a business for this to be sheer incompetence, so my only conclusion is that they deliberately frustrate the claims process. I am now engaged in a formal complaint which I have been told will take 8 weeks for them to deal with.
Reviewed on: 18th May 2022
