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Review of the Admiral, Car insurance:

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APPALLING CUSTOMER SERVICE AND CLAIMS PROCESS

Simply the worst customer service I've ever experienced in dealing with any service organisation of any kind. Attempting to make a motor insurance claim for the first time in 34 years of driving, as a result of another vehicle's reckless driving causing it to collide with me, has been excruciatingly painful and stressful to date. Forced to use the online claims form (which was glitchy, complex, misleading and heavily weighted to pressure the user down a 'total loss' road), since submitting my claim on 3 Dec, I have spent more than 24 hours to date either on hold or engaging in 'online chat' only with non-claims team staff only and have not yet been able to speak to a claims team member, except on Sun 4 Dec when the claims team member I managed to get hold of told me she wasn't trained in the online claims system I had to use (not by choice!) but she promised me the appropriate person would call me ASAP that day/very soon after - still waiting! I've had similar promises since via the online chat and have my file handler's name yet I've still had no contact whatsoever. Submitting a claim is a stressful experience and something most people never wish to do yet Admiral seem not to care one iota about this. I have submitted 3 x complaints which are meant to be acknowledged within 5 days; the 1st one was acknowledged after 24 days and the others have not been at all. I do not want to go down a total loss route but I fear I will be forced down it despite me knowing the true pre-accident value of my vehicle to be at least 80% more than I've been quoted to repair it, as Admiral just want the 'easy option'. I am now out of pocket with a perfectly roadworthy vehicle now sat on my driveway as SORN pending claim resolution for almost 2 months to date, which I was about to sell before the accident, with no proactive contact or claim progression from Admiral whatsoever. Ombudsman here I come very soon but I doubt that will make much difference as Admiral just don't seem to care at all - they're quick to take your money but positively backwards when it comes to help you with what you pay them for! I shall never use Admiral again and cannot shout this loudly enough to anyone else considering doing so! Reviewed on: 28th January 2023

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