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Mel

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Review of the Admiral, Home insurance:

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Bad product knowledge/customer communication

I had to renew the home insurance for my sister who has dementia and had moved into a nursing home while we sell the property. I had explained to the advisor that the property would be unoccupied but we would stay at no more than 60 day intervals to check on things (the neighbours calling in weekly in the meantime). I was sold a 12 month insurance policy on this basis starting 5 days later when the existing one ran out. Having not recieved the policy documents or had payment taken after 3 days I called again to check all was OK. A different advisor confirmed it was all set up to happen as a renewal and to re send the policy documents by email and not to worry. On the date of renewal still no documents or payment taken so I called again. This time the advisor saw a note on the policy and checked with a manager. She informed me that Admiral did not insure unoccupied properties and the 60 days meant over 12 months not between occupancies. I was obviously very angry that I had not been informed of this on either of the previous two calls and that no one had bothered to try to contact me to let me know of the mistake. I was now left with an uninsured property and having to find a new insurer immediately. NOT IMPRESSED! Reviewed on: 27th June 2022

Mel

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