Apalling customer service, some of the rudest people I have ever spoken to over the telephone. Not interested in helping you. It was honestly like speaking to a bunch of robots. They were in no way polite, helpful or accomodating. It sounded to me like they were reading from a manual or a script.
I was with them for a year with no problems whatsoever, then the next year I called them to renew my policy. They gave me a quote for 50% more than I paid that year. I said to them that it was rediculous. I hadn't crashed in that year and I had now earn't an extra years no claims bonus. They just told me that I they entered things into a computer and it calculates a risk and then they do whatever the computer tells them to do whether the computer comes out with something rediculous or not. On the telephone it was like talking to a bunch of zombies, with no common sense or an ounce of intelligence.
My partner had tried the year before to use them and they told her that because she had been in an accident her premium would be higher. She told them that she hadn't been in an accident but that someone had crashed into her PARKED car when she was NOT in the vehicle (she was shopping). The person who crashed into her had accepted full liability and claimed through there insurance company. Admiral said that because an incident had occurRed even tho she was faultless, the algorithm the computer uses calculates her to be a higher risk beacAuse an incident had occurred. Give me strength. AVOID LIKE EBOLA
I had a non-fault accident in April 2014 and the service I received from Admiral, Albany Assistance and the appointed garage was superb. They did everything they said they would do, explained all the steps of the process clearly, called me back when they said they would and I could not fault them. Will definitely be sticking with them at renewal time!
I had a non fault/total loss accident in March 2014. From the very moment I contacted Admiral, they were superb. Everything went through fast and effectively. The staff were amazingly helpful and made the whole claims process a smooth ride. They set everything up for me and arranged hire car the next day. Thoroughly recommend them.
We have been silly really. We are very loyal to our local insurance man who supposedly gets us the best deal available on car/home and landlord insurance. I should know better as I constantly preach to people about "Martin knows best" as in Money Saving Expert. He is always saying that loyalty doesn't pay.
So why did we see the light?.... Well today my husband was trying to find car insurance for our son who is 20. He passed his test a couple of years ago but the insurance has put him off having a car. He starts an apprenticeship in September and needs a car to get there so last week he bought a Corsa 1.2 sxi (used of course) and we used comparison sites to see what insurance would be best.
One of the comparison sites came up with Admiral but looking at some of the reviews I was a bit dubious.
Paying in full saved a fortune for him as paying it monthly would be a whopping 18%!! We got fully comprehensive for £890 which is brilliant for first time insurance compared with £2400 quoted from our loyal insurance man. This also includes hire car if needed and windscreen cover.
Husband rang this afternoon and was told that it would make it even cheaper for him if we renewed our insurance with them also i.e a multi car policy. After giving all our details they managed to knock off nearly £100 on our insurance.
Whilst I realise that you only know how good insurance is when you make a claim, for the moment I am really happy that we have saved money and our son got a good deal too.
It pays to shop about!
I was looking to insure my BMW 520d, but unfortunately the area I live in isn't the best (the infamous Tottenham, according to their insurers which meant a higher premium). I was directed to them by Go Compare (I guess their annoying ad stuck in my mind) and I was getting quoted silly money from the bigger firms elsewhere (Direct Line wanted almost £3k for the privelege), so I went thru the paying instalments option.
With that sorted, I thought I can just enjoy my new car. All was well until I had to move house, and somehow it's a hefty £40 to run off a letterhead from a Kyocera printer and stick it in an envelope to confirm this change of address (it was half a mile down the same road!)... fuming, I contested it. The first person I spoke to meant an overseas phone call on a bad line to Mumbai, I didn't feel comfortable shouting card details to this guy whilst on the train to work, so I hung up... once at work, I got thru to a cheery Welsh lass who was only too kind to take more money from me. I said to her, it's only down the road, and she waived the fee which was nice.
Admiral, in themselves I had no problem with until I met a Mr Zare, who kindly decided to re-arrange my bumper and towbar using his dad's Merc SLS whilst I was on the A1 in Finchley... We swapped details, and I contacted Admiral. I was put thru to their apparent 'sister firm' Albany Assistance, who insisted they were NOT an accident management firm, and they would speak to a local grease monkey who would 'lovingly restore my car to her former glory'... This in itself took 3 weeks of calls, and more promises than a Lib Dem manifesto...
Sadly, like the government of Somalia it seems all organization at Albany has collapsed and its each man for himself, as they fought like pigeons over a piece of bread over who would fix my car, and then I was introduced to the lovely Montagu Coachworks (by which time Mr Zare had a courtesy car from his insurance and even the bumper repaired and was back on the road), as my car was apparently 'driveable'
there was no hurry to take care of the damage... I felt like a patient at Stafford Hospital left on a gurney in a corridor, I probably would have gotten better service...
Eventually after having to sign clauses that they are NOT an accident management firm, and they will claim this from the other insurer... of course Mr Zare's insurer would deny all that's happened. I was then passed over to HelpHire (part of Albany, but NOT part of Admiral it seems) who liased with Albany (they probably sit the other side of the partition in the same office) to get me a courtesy car. Thankfully this was not a Chevy Matiz, but a nice 320d MSport to run around in. When I eventually got the 520d back, it seems Montagu Coachworks have used black paint from B&Q rather than BMW as it was the wrong shade... In the process, they broke my exhaust and DPF filter that I had to get fixed at a whopping £1700, but they kept quiet on that one. All this happened last August, then to my surprise last week (in Feb.) I get a letter from Albanian Assistance (sorry I meant Albany) that I need to pay for the repair. I said I wouldn't as this should be covered as I'm fully comprehensive then they threatened to cancel my policy if I didn't sign the document. Again they insisted the are NOT an accident management firm... but having read on here, they also 'Assist' swiftcover policy holders as well... I know this will be added to the next premium so I'm jumping ship in the summer...
So if you don't plan to have an accident by all means pick these guys :)
Beyond words, a truly awful company. zero Customer service, unhelpful and almost impossible to speak with anyone able to make a decision. Avoid at all costs.
Recently taken out a policy with them.I was contacted some days after to say I would be charged another £40 or so as there was a discrepancy with a previous quote I had asked for. The discrepancy being a modified exhaust system!I have never once asked for a quote for a modified exhaust system as I do not have a modified exhaust!They want a letter from a garage to say it isn't modified or I will be charged. Laughable. They are constantly trying to sell you things after taking the policy and I suspect many would have ignored the email thinking it was junk. Be aware!
I too have a Multicar policy and have been unfortunate to have two vehicles on the policy involved with accidents this year. The first was deemed as split liability because i couldn't prove that i was 'rear ended'. The other guy used Admiral as well so i suspect it was easier for them not to chase themselves for the payout! The whole process was a nightmare. We had to chase them up, make many calls to see what was happening etc. As for Albany Assistance.... what a joke they are! They didn't even send me any paper work and becuase i wasn't driving my vehicle at the time they wouldn't even speak to me! I got a replacement car (eventually) and my car was repaired well in the end but feel aggreived that i had to jump through hoops to sort it all out. Eventually Admiral agreed that their service (Albany's actually) was less than promised and gave us a small amount of compensation. But lets see what happens to my NCD next time i apply for insurance.
The latest accident was for a non-fault claim on my son's vehicle. This is ongoing but their valuation is woefully below what my son paid for it.... and he only had it for SIX DAYS!
If you want a reilable service without the pain....go elsewhere!
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Admiral might be cheap, but just wait till you need to claim!
After a no-fault accident when our car was written off, Admiral offered much less than the car was worth. We provided evidence of the value from the garage where we hadd bought it a year earlier, several adverts from Ford dealers for virtually identical cars (allowing for a likely discount from the screen price) and refused to accept theGlass's Guide valuation.
The policy defines the Market Value as the cost of replacement from the place where you normally buy cars (in our case a Ford main dealer)but they told us that using a main dealer wasn't a valid marketplace for price-comparison.
They even sent details of an accident damaged car located over 200 miles away as a price comparison for the replacement value of our immaculate car. Long discussions (where Admiral changed their story several times) eventually led to us making a Formal Complaint. The Formal Complaint was also mis-handled as it was intercepted by the original Claims team (who were the subject of the complaint) and not passed on to the Formal Complaints team.
We then tried to recover the uninsured lossses from the third party (who has been prosecuted for his part in the accident)using the Legal Expenses cover in our Admiral policy (administered by parent company Albany Assist), but Admiral refused to do this as the third party was also an Admiral customer. How can they take our money for Legal Expenses then refuse to let us use the policy?
The case is currently with the Financial Ombudsman Service.
I took admiral's comprehensive cover as it was the cheapest I could find, I was hit and I rang them immediately. The guy who hit me admitted liability on the phone and we exchanged details. When I rang admiral to chase up the claim, there was no record of that telephone call. I was told they were waiting to hear from the third party, that was in may! it's august now they still haven't heard anything, not even a letter since I claimed. I renewed my policy in June and my monthly premium was £62, it's mysteriously gone up to £73, I'm still waiting for them to give me an explanation. I would advise anyone to avoid admiral car insurance. They weren't interested in 3rd party claims, they were only interested in me claiming and paying voluntary excess of £400 which is still a mystery to me as my voluntary excess was £250 when I took the policy.
We are a family of four cars. Decided to go with Admiral for their multicar policy option. They offered good discount to enable my daughters (twins) to own their first cars without paying some of the ridiculous premiums being quoted for young drivers. So we happily agreed to change policies to Admiral as and when other cars were up for renewal...hah! Now they have you in their clutches! We unfortunately do not see eye to eye with one of our neighbours and typically Daughter 1 nudges his bumper whilst reversing out of a tight spot (created by him in the first place!). She gets out to have a look and decides that no damage has been done and carries on with her day. His car is a scabby wreck already (you know the type). About 5 to 6 weeks later we get a visit from the Police asking if my daughter knew she had committed an offence by not reporting an incident...the snidey creep of a neighbour had obviously been watching behind his curtains and seen the 'nudge' and rather than have the 'b...lls' to come and see us, had subsequently gone running to the Police. Anyway the Police decide that they must inform our insurers of the incident. So the ball starts rolling..Admiral are now involved. We admitted that 'yes' my daughter had indeed 'nudged' his bumper but explained that no visible damage was done. They said that they would make enquiries and let us know. We hear nothing and believe that the matter was over...ohhh no! My daughter's policy then comes up for renewal...we are given the renewal quote..jeese.. the price has near doubled from last year. Why is this? You have a fault claim sir! Do I? Yes, we settled a claim against you for damage to your neighbours car sir! But we heard nothing? oh it was easier and cheaper to settle the claim directly with your neighbour and paid him 500..yes 500 pounds rather than go through his insurer! What..did anyone pay a visit to assess the damage? No..So you just paid him on his say so of the damage caused?Yes. But he is ripping you off! Yes, but the claim has now been settled and there is nothing more we can do.. So now you have doubled the premium for my daughter. Yes...Great! Foolishly.. we agree to let that one go as they compromise a little on the premium. A while passes and eventually all four policies come up for renewal together... HOW MUCH? Get on the phone and go through each vehicle and its loading..and the question is asked..do we have any convictions blah blah..happen to mention that daughter had been caught speeding about 9 months ago but had no penalties or points against her as she had attended a driver awareness course. Oh..you did not tell us about that...didn't know I had to?..oh yes...so that will be another 330 pounds retrospectively for last years cover and another 200 added to this years premium as well! You are having a laugh!
So in all ..they still want £3000 to insure the four of us....I don't think so!
Please do not get sucked into this company..they are rubbish! Total Jokers!
Incident in 2010 !!!!!!!!!!!!!Having had and paid 2 renewals the last being on the 7th June three weeks later had a demand for a further £553.00 for "a discrepancy in details provided" re an incident in August 2010 whilst insured with them. Odd considering that they had all records on their file concerning our policy.The outcome being that there was never a claim in 2010 and there second rate customer service department in India made a complete and utter mess up begs the question why do we deal with companies who make money from UK policy holders and yet snub our workforce.Needless to say have cancelled my multi car policy and would suggest that anyone considering using this shambolic company should be prepared to have endless frustration. Be warned dont touch with a barge pole.
My first experience of being in an accident. Non fault, my insurer Admiral passed me across to Albany to deal with it.
From the offset you are under pressure to get a hire car. I was told that the 3rd party had accepted fault.
Once you have the hire car, any questions about process and how things are going are met with
"You could now be seen as delaying the claim"
This continues as you get phone calls from their agents (ACORN ASSESSORS) who are apparently independent however mark down the value of your car. However you can not debate this as you will be seen as 'delaying the claim' and have the car taken.
I took out a loan and got another car, to send theirs back.
Could I get hold of the people to take it away? NO.
It got to the point that I threatened to have it towed, at which point they agreed to take it back.
In the meantime I contact them to find out the progress of my claim. I hear nothing... They finally tell me that the 3rd party hasn't admitted blame as they don't know who it is.
Funny I think as in the mean time I contacted admiral who told me that it is often easier to contact the 3rd party as when 3rd parties contact them they can deal with it quicker than these organisations.. so i had done this and they had accepted blame and had already sent me a cheque for personal injury.
I had to tell them who the 3rd party was... and give the details.
They also get the 3rd party to send the cheque straight to them... against your wishes to have it sent straight to you. If it gets sent to them first, you have to give the car back instantly.
If it gets sent to you, you have a couple of days lea-way.
Good job I no longer had the car...
They repeatedly tell you not to contact the 3rd party, however if I were you do it!
ALWAYS DEAL DIRECT IF YOU ARE IN A NO FAULT CLAIM.
IF YOU ARE READING THIS NOW AFTER THE PRESSURE OF BEING IN AN ACCIDENT,
DO NOT FORGET YOU HAVE A LEGAL COOLING OFF PERIOD TO QUIT ALBANY AND GO STRAIGHT TO THE 3RD PARTY.