Diamond Reviews 528

I am writing this as a warning to others: Stay away from Diamond Insurance. They may offer lower premiums, but the administrative nightmare that follows is not worth the "savings."

Before leaving the country six months ago, I sold my car and formally cancelled my policy. Diamond Insurance confirmed the cancellation and even issued a pro-rata refund. I thought the matter was closed.

The Issue:
Despite the confirmed cancellation, I am now being hounded by a debt collection agency for an "unpaid invoice." It appears Diamond failed to update their internal records correctly, and I am being penalized for their clerical error.

The Experience:

Zero Communication: There is no open line of communication to resolve this reasonably.

Harassment: I am constantly receiving emails and letters demanding money I do not owe.
Incompetence: They are quick to take your money but impossible to deal with when it comes to fixing their own mistakes.

Do yourself a favor and choose a reputable insurer. Diamond might be cheaper upfront, but you are simply inviting future legal and financial trouble.

Poorly managed company!
Never paid on time. Very Unprofessional, disorganised , you have to always chase up your payment to get paid.
I would never suggest this company.
There are more better company out there than u.

I've been with Diamond for over 10 years and never had a problem, they have helped me with multiple accidents and incidents and have always been really helpful.

They prices have always been reasonable compared to other providers too. Highly recommend!

Had an accident. That was my fault, they wrote my car off and gave me a value that was not even worth. 2k!!!! It's valued at 4k at least being a rare spec and colour.. they put the money in my account after refusing and I was told id receive a update.

They also removed my drive any car policy which I think is absurd as I was driving my main personal car insured with diamond.. IV had many emergencies where IV needed to go to the hospital and IV had to rely on taxis and get late for appointments. Also from a 2 litre BMW to a 1.6 litre auris, they refunded me £18.

What an absolute joke.

Will not be recommending anyone and my whole family will not be using these guys again.

Giving them one star because I cannot give them none.
For a static accident they wiped off about 10 years of my NCB for a claim of £3000 God forbid to have been in a real car accident with life thretening injuring and damaged both cars. Also missold the policy on the excess - DONT BUY THEIR INSURANCE WHATSOVER.

I've been with Diamond for over 15 years, 26 years driving and 22 years NCB and yet still every year they increase their prices. Despite them telling me they valued my custom when i said i found cheaper quotes, they could only bring the monthly fee down by £5. Absolute joke. So I've now switched to another company at £30 cheaper a month.

Amazing customer service from Jessica Evans helping me with my direct debit and adjusting my insurance policy details and Helped with my premium, I will definitely go with admiral diamond again for my next car insurance renewal

Tried to get a quote. Filled in much more information than they should have needed, only to get to the end and be told I already have an account so they wouldn't give the quote until I logged in. Tried to log in, but the email with an activation link never arrived. What a waste of time.

Used to be great - very easy portal and great customer service. In the last month I have had to renew my policy for a new car - it has been the most terrible customer service I have ever received. the portal seems to have become unusable and the call I made to the Indian call centre was almost unbearably bad - I was on the call for over an hour whilst she constantly went off the line to make changes and the customer service was painful. I have now used their messaging service to add a driver (which I used to be able to do online) - it asks me to us the Message Service as they need more information and the message service is non responsive. Have diarised to cancel the minute this comes up in March. Do not use.

Diamond are currently ignoring my GDPR request and it’s past the legal timeframe for them to respond, yet I still haven’t even had confirmation of receipt.

I will be reporting to the ICO

If I could give a 0 I would. I have been going through the claim process for over 3 months and still not resolved. Diamond Customer service is beyond dire. Have done everything possible to reduce claim to bare minimum. 1 star is for Laura in complaints. Will never use diamond or admiral again. Be warned!

I’ve been with diamond for years and their phone line customer service is great, you can always speak to someone clear and efficiently. If I have found a cheaper quote else where they are usually able to match the renewal. I’ve always found it to be the cheapest around for me. And I cannot fault the customer service.

It came to renewal time for my daughter, the price they sent us was over £200 more than last year. I got a way cheaper quote elsewhere, gave them the chance to match it, but they couldn't get anywhere near even though I'd been with diamond 7 years.
During the time in the chat section on line I was using (which is way to slow by the way) to get the renewal price down . I changed a couple of things in the policy. This then, even though my policy was coming to an end , generated a £15 charge. When I rang to ask why I'd been charged, i kept getting cut off,and when i eventually got to talk to someone they were so unhelpful. Really unhappy with this company. 2 hours of mylife I'll never get back!
Meant to specialise in insuring women, what a joke.

I want to specialy thanks to PRIYA SHAMA for her time and pation with me i was in a stuation with my policy and she realy helped me she was realy polite and very help full im realy satisfied and really happy with the customer service ive recieved today thank you PRIYA

After approximately 10 years as a customer, I’m leaving Diamond because the renewal process is a deliberate game designed to take advantage of loyal clients.

Every year, my renewal quote arrives significantly higher- often over £100 more than the previous premium, despite the fact I have never made a claim in the 14 years I have been driving. I then have to go through the same routine: call in, express concern, and am told, “There’s a loyalty discount we can apply.” Miraculously, the premium then drops back to a figure close to last year's. Even then, it’s still more expensive than what I could get with an identical policy from another provider.
This so-called “loyalty discount” isn’t a reward- it’s a pricing tactic. The process makes it clear that loyalty isn’t valued; it's exploited for profit and quite frankly it’s disgusting.

I have been with Diamond over a decade, and stay with them because I have always trusted them.

However, I was wrongly told by Diamond when I had a personal injury claim that as I had legal cover I could claim back costs incurred as a result of the accident such as mileage to garage, MOT, cost to have vehicle towed etc. I asked this at the start of the process before incurring any costs, so I could feel safe knowing I would get the money back and could afford the outlay. This was untrue.

I placed a complaint, and they said they couldn't find the call where I was told that so had to unhold my complaint but not for the value of costs I incurred as a result of the information they gave me. They offered by £75 and my costs were £138.75.

I sent a follow up email, and 3 months later had no reply. So I sent another email a week ago asking if they can acknowledge my email.

Then today, I went on online chat and asked if they can confirm the claim at diamond email address still exists. The customer service agent said neither they, anyone in their team or their manager was able to confirm if this was the correct email address for their claims team.

I asked them to send me the chat transcript as I was shocked at the level of customer service, and they said they couldn't and there is no way to download it and it dissapears after 48 hours? So I had to copy and paste it into a document.

After over 10 years, I am shocked at how I am being treated.

I had a claim when another vehicle hit me in 2021 - and because I had legal cover paid through Diamond they instructed a company to do my personal injury claim. The company had a staffing issue and messed up my claim, to the point it couldn't be taken forward. I took it to the ombudsman but they can't do anything but ask the company Diamond instructed to compensate me for inconvenience - as there is no way to calculate what I would have got from the claim if it could have been taken forward.

I asked Diamond to compensate me for the loss of my personal injury claim, because I had paid them for legal cover for over 10 years - they just referred back to the company they instructed despite me stating that I was looking for compensation from Diamond as I had already had a final response from the legal company Diamond instructued.

So be aware of this risk. Despite paying for legal cover, I lost my personal injury claim (and the stress caused significant damage to my mental health) and also was told by Diamond I would get my incurred costs back - and then they just sent me £75 as an apology and now are ignoring me and their customer service team can't even confirm their claims teams email address...

It's such a shame because I have had good experiences with Diamond in the past and had years of built up trust.

*Diamond customer service gave me Admiral claim number

FF diamond yes today yes today yes 🙂

Call centre based in India, no wonder customer service is shocking. internet site is at best poor.

I have been with this company for my car insurance for 6 years and my renewal was £200 more than what I was offered elsewhere. Every year the price increased by AT LEAST £100 - one year they tried to increase from £300 to £600! They couldn't even attempt to come close to offers elsewhere this time, despite 6 years of loyalty with no claims made in that time. Also there website is not mobile friendly AT ALL and would never let me log in. Would not recommend.

Terrible insurance company. Will take your money and not cover you. My partner is insured as a learner and I pay extra each month for this but just discovered they had not covered my partner. My partner now has a driving offence and diamond will not reply on their live chat and claim the systems are down, can't get through to them at all and after looking on trust pilot today I'm almost certain they are a scam company.
Please don't use as this could put you in a bad situation and trouble.