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Mrs Hackett

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Review of the Admiral, Car insurance:

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Extremely unsatisfactory claims handling

My parked and unattended vehicle was hit by a DPD driver - so a non-fault incident. Admiral were very professional and helpful with the immediate recovery of the vehicle. However it then took them 6 weeks to arrange for the vehicle to be moved from storage to accident repair. During this time I couldn't get hold of them, they provided me with no updates and I was left trying to sort out everything - getting the vehicle collected from storage by a recovery company, having it delivered to the repair garage, speaking to all the parties involved. All of Admiral's actions and inaction exacerbated the claim - the long 6 week delay meant the vehicle incurred additional damage externally in storage, and the interior went mouldy. Once at the repair garage it took them further weeks to authorise for work to commence and then additional weeks for them to then change their mind on previous decisions and have the additional damage rectified. In total it took 6 months and 2 weeks for my vehicle to be repaired and returned to me. This exceptionally long time was entirely due to Admirals lack of action, indecision, delay, and exacerbation of claim. I am now faced with a heightened renewal premium because the size of the claim (although non-fault) is very large because of the extended period (e.g. courtesy car costs) which is entirely due to Admiral negligence. Reviewed on: 13th July 2023

Mrs Hackett

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