A RIGHT ROYAL COCK UP BY ADMIRAL STAFF
Within an hour of a minor car collision 2 e-mails arrived, one asking for the driver to verify her licence status, the other confirming her culpability and explaining how the NCD would be affected. A phone call the next day confirmed that this was a MISTAKE and the car would be booked for repair. A phone call to the repairer next day confirmed that the repairs had been booked, but later cancelled. A further call admitted that the cancellation was a MISTAKE and repairs were re-instated. A courtesy car was promised for the duration of the repair. This was later cancelled as it was a MISTAKE. As a dented front wing on a 3 year old car might apparently cause a write-off to be declared a courtesy car could only be loaned after collection and inspection. This would leave an indeterminate gap without a car, which is unacceptable. We await the result of a referral to the complaints department (almost a week). Awarding one star only because there's no lower ranking, Policy renewal looms for three cars and a house!
Reply from Admiral Insurance
Hello Geoffrey,
I am so sorry to hear of your claims experience. This is not the level of service I would expect, and I would like to apologise for the distress and inconvenience this has caused.
I can see a complaint has been logged regarding the issues raised. As we are regulated by the financial conduct authority, we do have up to eight weeks to respond to your complaint, however we will aim to respond sooner than this. I have also notified the complaints team of your review.
When the complaint has been investigated the team will send a final decision letter addressing all of your complaint points. If you then remain unhappy with our decision the letter will detail your financial ombudsman rights. The financial ombudsman are an independent service who will re investigate your complaint to ensure a fair decision has been received.
Thanks
Sam
