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Susannah Perkins

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Review of the Admiral, Car insurance:

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Deeply flawed system and we will never use again

Wanted to share the appalling experience we are having with AdmiralUK. We scraped car in November and they have spent past 4 months not answering calls or repairing vehicle. First of all they sent the job to Steer Brackley. Steer declined the job. Admiral did not acknowledge this or notify this. We had to chase. Utter nightmare as Steer had no phone queueing system. After a few *weeks* of chasing, they sent it to somewhere which only operates out of the M25. We do not live within the M25 as our documentation clearly indicates. Again no acknowledgment or communication from Admiral. Christmas came and went with no update. We called and asked Admiral for an update and they said they’d call us back. 2 weeks later they had not called back. Chased again. Admiral said they’d send it to Steer Brackley. Square one. Promised vehicle picked up that day or the next. Spoilers: nothing happened. Steer had declined the work. On the phone the Admiral handler mentioned that because the car is driveable then it is not a priority. The next stage of the admiraluk circus was getting assigned to a local garage Liam Kenny. Again promises that it will be picked up promptly. Given assurances that it will be picked up promptly. Spoilers: Liam Kenny declined the job because they aren't Kia approved. Something you'd have thought Admiral might have spotted before asking them to fix our Kia model car. Other than our legal requirement for insurance, Admiral have provided nothing. No communication, no assistance and just hours and hours on hold to handlers going in circles. I will never use their service again and advise other people to avoid in the future. The 'on hold music' is stuck in my brain from the hours and hours that I have spent on hold. Currently referred to another garage. I asked the handler if the garage declined the work would Admiral notice and he couldn't answer. There is a flaw in their system whereby if a garage declines the work, Admiral takes no steps at all to find an alternative. Reviewed on: 17th February 2023

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