How can I put across in just words how I feel about Admiral that does not revert to swearing? I do think they need to add a zero star option on here. I am stunned and amazed by the total lack of customer service that Admiral seem to have, despite the glossy magazine, paper, radio and TV ads, the reality is they don’t care about the people who pay the premiums every month/year, they don’t care about anything other than the money coming in, and if they need to manufacture a way of increasing that money by allowing false claims, then all the better, who cares? It has now been 2 weeks since I sent an email of complaint and as yet I have not even had the courtesy of a ‘holding’ email to tell me they are looking into it, I also complained last year about the same thing I might add. In all my dealings with Admiral, bar the first to set up the car insurance, I have received nothing but (and I am going to be generous about this), 2nd rate service and corporate speak, I have been lied to, not only by phone but also in a letter. I have been told one thing, yet that never happens, I have been told something else, and that too doesn’t happen either, it seems to be an on-going situation with them, and one that I do not see ever improving, as it seems to be a systematic approach by all staff to mislead and misinform clients, i.e. me. This is not one or two situations where the training has not been quite complete, or where someone has misinterpreted something, this appears to be something that is en-grained in all the staff throughout the business, it is normal operating procedure, and as long as no one finds out, then long may it continue it seems.. A recent example of this, I phone to not renew my insurance with them, and I have to spend almost 20 minutes on the phone justifying why I do not want to stay with them, I have to do that so that I know it has been done, but all the time I am trying to tell the person on the end of the phone that:- No, I don’t want to stay with you. Why? You are more expensive Well we can take £168 off the premiums So that still only makes you £180 more expensive I have had a bad customer experience with you also Well sometime these things happen, but we would like to put this right I am not interested in staying with you Oh, well if that is how you feel, but you know we do pride ourselves on our customer service I don’t want to stay with you I can’t reduce it anymore, but we do listen to the feedback and try to improve I just don’t want to stay with you........... Yet, this seems to not be good enough, I have to assume that the person at the end of the phone has my records available to them, they have to see I made a complaint, they have to see I had a false claim against me, surely they should be able to work out for themselves that I have no desire to stay, but Admiral has so en-grained them to keep the customer, they will try anything in order not to lose me, even when it is crystal clear, and I did make it so very clear, right at the start I had no desire to stay. Customer service be damned, it is all about the money. Admiral listens when they want to, and are deaf when the truth is too painful. Allow me to take you back to when all this started Admiral allowed a 3rd party, via, supposedly, a Personal Injury lawyer, to make a claim against me, what was the first thing they did? It wasn’t contact me, it wasn’t tell the person that they would need to investigate the claim, no, the first thing they did, was send me notification (by email) that they were putting my premiums up and remove my NCD. I call, I say I am not happy about this, I say this is false you need to look into it, I am told they will The next thing they did? Was it investigating the claim? Was it look into all the facts and determine if any of what this person said had even the faintest ring of truth to it, no, the next thing they did , was pay her £1500, three days after the claim was made. How did I find out? it wasn’t because someone phoned me, I got an email, that supposedly I should not have been sent, telling me that an agreement had been reached with the 3rd party. I phone, I complain about this, but again, I am told that this is what they can do. So what happens next, I complain to them in writing, I get a call from them telling me that Admiral can pretty much do as they want, but that someone will keep an eye on my account, and let me know if the person does make a claim for anything else, I had been told they had been informed that she was going to claim for other things, but were unsure at this point what they were, they were waiting for confirmation from her insurance company. I call in October 2015; based on the fact I had heard nothing, I am told nothing has changed, but as nothing has been logged yet, it may very well be that it is under investigation, and could take some time. I call in June 2016 to change my car on the policy; I am told nothing has changed. I get my renewal notice, guess what, there is another £4100 on the claim, how did that happen? I was expecting a call, I was told I would get a call, I was promised in a letter that if anything changed I would get a call to talk through it, guess someone must have been sick that day then? I find it curious that car insurance companies, Admiral included, bleat about the fact that false claims put everyone’s premiums at risk/up, and cause companies like Admiral to look at things a lot harder than they used to, taking up valuable time, and meaning that often people have to wait for payouts because of this. Yet, the reality, based on my experience with Admiral, is that they are quite happy to accept false claims, quite happy to payout on them really quickly, quite happy to not do any investigation into those claims, for the sole reason of putting premiums up, as well making sure that people like me have to pay the price in terms of higher premiums and removal of the NCD, meaning, higher cost to me I have sent my complaint to the Financial Ombudsman Service, as it does appear that dealing with Admiral directly gets me nowhere, and I have no idea what else I can do to get any response from them, and while this would be my ideal, to get some dialog started, I feel that this is now a moot point, given the lack of any constructive dialog up to now.