First call to Admiral whilst being a Policyholder...

[dave87]

...and how different a call it was to when I wanted to take out the policy.

When I phoned them to arrange the policy, everything was done swiftly and easily. A good experience as far as dealing with insurers goes.

When I phone them now I've got the policy documents in hand (and they are incorrect) it is a completely different story. The lady on the phone first tries to tell me there isn't an issue, then tells me I'm changing cars (I've still got the same car), then finally tells me she'll make a note on the policy (which doesn't reissue the certificate which is wrong). Only after insisting I want to speak to her manager (the one I've been on hold to a number of times whilst she checks things) does she relent and say she'll get a new certificate sent out.

All this over the start time of the insurance policy being incorrectly set, meaning for a period I would have been insured twice. What that would have meant if I'd had an accident in that time window and had to attempt to explain it I don't know....

[StottyZr]

Is this another one of those threads that will get deleted?

[dave87]

I'm guessing this would fall foul of the naming & shaming provisions then?


Oh dear, what a world we have come to....

[leef44]

to be fair, I found they've been pretty good with my multi car policy. Maybe that's a different department when they know you have more premium to pay. But the time I needed changes and that was about four times last year, they were really good every time.

[sinizter]

I have had a few corrections and many re-do's on policies with Elephant with no problem at all - Quick to pick up and quick to do what is required.

[DJRC]

To be fair with Admiral, when I had my accident in the MG with them, they were brilliant. The full cash value was in my bank within the week and they sorted all the details. Ive only had good service with them.

[jon-]

Exactly the same. Great when taking out the policy, friendly UK call centre, staff knew what the deal was.

When trying to update the policy (multicar) you get an overseas call centre which isn't anywhere near as useful.

[Bisonhead]

Anything to do with amending policy or sending a new policy out means you have to spend 10 minutes listening to the small print. I can read and I know that I have to do exactly what you say or you wont pay out, I dont need to hear it on the phone then recieve a novel on it as well!

[Reindeer]

They were great for me for 6 years. Recommended. Only the recent introduction of 'international' call centres lets them down sadly.

[TOENHEEL]

I've never had a problem with them however no claims through them. In all fairness though they are cheap for a reason dont expect Champagne quality for fizzy pop money. I dread ever having to make a claim.

[dave87]

I looked at the multicar policy - it wasn't competitive with the cars we have to insure (V70 D5 & e39 530i Sport)

It simply surprised me at the stark difference in level of service barely a week apart, and mainly due (I presume, correct me if I'm wrong) to already being a customer. The Policy hasn't even started yet!

[Mr Whippy]

I just started a policy with them too.

Sent me a letter saying send proof on NCB within 10 days.

Rang them, and it took 20 mins to get through, to ask, to which address, it doesn't say. I'm not sending my original NCB out to a guessed address.

THEN they took the detail over the phone anyway... why they didn't do that when I set the policy up and paid for it!?

20 mins to their relatively expensive phone line was what boiled my wee!


I do think there is gonna have to be a big change in all this stuff. How can these companies get away with being so cheeky?

Not quite as bad as Sky TV. It took me about 30 mins to another expensive number to cancel movies last night...



Scottish Power on the other hand, lovely to deal with every single time! Wooo, someone doing customer service nicely

Dave

[ZOLLAR]

Op,
If you have experienced any difficulties whilst trying to deal with your policy feel free to email or write a letter to admiral explaining the problems, your query will be dealt with by the relevant department and feedback is always provided to the people involved in case anything was done incorrectly on the call.

Here is a link to the "contact us" section on admirals website, the option to email is on the right side of the page.

contact Admiral

HTH

[funkyrobot]

I'm not insured with them anymore.

Their handling of my claim a few years ago was terrible. The company they use when you claim for legal stuff and hire car is terrible too.

I would only go back to them if they offered me a very, very generous policy price.

[sinizter]

Bisonhead said:

Anything to do with amending policy or sending a new policy out means you have to spend 10 minutes listening to the small print. I can read and I know that I have to do exactly what you say or you wont pay out, I dont need to hear it on the phone then recieve a novel on it as well!

You might ... The average person they deal with probably don't have a clue. They have to protect themselves.

While it is annoying, it is something I can identify very well with.

[TommyBuoy]

I'm with Admiral at the moment and have had to deal with a non fault claim.

I found their customer service to be fine, but the company they handed me to that dealt with the claim weren't as good - kept sending me the same letters and not the others - didn't even notify me that the claim had been settled in my favour. It was Albany I think - anyway, it seems they were a little short staffed so the admin wasn't up to date.

All in all though I'm happy with them...just not with the renewal price

[C8PPO]

funkyrobot, Tommyboy - we are in the middle of a non-fault claim currently and sadly are having similar experiences to you. Admiral staff say the right things but actually achieving resolution is like pulling teeth. We have now given them 7 days to resolve or it goes to the Ombudsman. I'll be seeking alternative multi-car policy providers this year.

[funkyrobot]

TommyBuoy said:

I'm with Admiral at the moment and have had to deal with a non fault claim.

I found their customer service to be fine, but the company they handed me to that dealt with the claim weren't as good - kept sending me the same letters and not the others - didn't even notify me that the claim had been settled in my favour. It was Albany I think - anyway, it seems they were a little short staffed so the admin wasn't up to date.

All in all though I'm happy with them...just not with the renewal price

It's interesting that you say that. One of the reasons they gave for handling my claim so badly two years ago was because they were short staffed.

Hmmmmm.

[funkyrobot]

C8PPO said:

funkyrobot, Tommyboy - we are in the middle of a non-fault claim currently and sadly are having similar experiences to you. Admiral staff say the right things but actually achieving resolution is like pulling teeth. We have now given them 7 days to resolve or it goes to the Ombudsman. I'll be seeking alternative multi-car policy providers this year.

My non-fault claim against an uninsured driver in an insured vehicle took around a year and a half to sort out.

Have fun

(In all seriousness, good luck with it).

[7 Sevens]

I've been with one of their sister companies for a number of years without issue. Haven't claimed mind. However this renewal I received a certificate stating I was covered for 10days! Apparently a system fault and despite a number of calls I still don't have a cert showing 365days cover.