Contact Us - Complaint Information - Admiral (2024)

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When taking out a new policy with Admiral, unless you have opted out, your policy will be set to automatically renew. We do this for your protection as it is a legal requirement to have insurance and to avoid any potential prosecution from vehicles being leftuninsured.

You can change your autorenewal preference at any time during your policy term, free of charge, by contacting us online or byphone.

Have you taken alternative insurance from your renewaldate?

Please speak to our Renewals Department who will be happy to help resolve yourconcerns.

Ratings fluctuate across the industry and this can often lead to priceincreases.

We regularly update our rates to keep them up to date with what we are currently seeing in our claims statistics. This means some rates go up and others godown.

When we calculate a renewal premium, we include as much information as possible and this helps us ensure we are charging a fair amount. These include aspects such as personal details, car details, address and claims history. It is important to appreciate we also try to attach a fair level of importance to each piece of information. Please see the Midterm increases and Admin fees FAQ for moreinformation.

It is important tonote:

The price we offered is a quote, which you are under no obligation toaccept.

We issue our renewal documents a few weeks prior to the renewal date, to give our customers time to get alternativequotes.

Prior to renewal you can choose to insure your car elsewhere without paying a cancellationcharge.

If you remain unhappy, please speak to our Renewals Department who will be happy to help resolve yourconcerns.

Any change made during a policy term leading to an increase indicates the new information rates higher on our claims information and therefore sees an additional cost to the customer. These could include changing your vehicle, Address or Occupation. Please see the Changing vehicle/occupation/address FAQ for moreinformation.

Did you know?

All changes made midterm include an administration fee. This differs depending if the change is made online or over thephone.

Why do Admiral change Administrationfees?

• The reason for this is to help us to keep our premiumslow
• We do not include administration charges for possible future amendments in the initialprice
• We regularly review these prices to ensure they are fair, reasonable and accurately reflect the cost tous.
• These consist of making the changes, reprinting any documentation, and updating the relevantdatabases.

We would like to point out that administration fees are not unique to Admiral and other companies may charge administrationfees.

Change ofvehicle

The Association of British Insurers (ABI), places each vehicle into a suggested group. The groups range from 1-50. A low group represents a low risk and vice versa. We generally follow thisstructure.

However, while we use the ABI as a guide, we sometimes adjust the groupings based on our own claims experience. This means we will move some vehicles up a group compared with the ABI but we also move somedown.

It is also important to note; many other factors can affect the difference in premium between two vehicles. Such factors include modifications, age, number of years owned andvalue.

Change ofOccupation

We base our assessment of the premium to charge any customer on our previous experience of claims for other customers with comparable details. We calculate the premium we charge from a series of detailed statistical models, which study the past claims experience for similarcustomers.

Our figures show the additional amount we charge for these customers is a true reflection of the increased risk we take on as an insurancecompany.

• While we cannot explain with certainty why we see this increased risk, the additional premium is purely due to the risk of higher claims costs and no otherreason.
• It would not make any business sense for us to quote this higher premium if we had not had the worse claimsexperience.

Change ofAddress

We calculate the price from a series of detailed statistical models which study our past claimsexperience.

Many customers expect the motor insurance premium for any postcode to reflect the crime levels recorded within that area. However, it is important to point out thefts only account for a small number ofclaims.

Most of our costs are from accidental damage and personal injury claims and our rates reflectthis.

When you change your address, your premium varies depending on how far up or down the scale you move. Similar to the grouping ofvehicles.

This is because you did not have the box installed within 30 days OR the Plug and Drive device was not pluggedin.

We outline this in our terms andconditions.

LittleBox:

If you fail to comply with installing LittleBox within the first 30 days of your policy, either your policy will be cancelled or you will lose any discounts associated withLittleBox.

Plug andDrive:

If you fail to fit the unit within the required 15 days, or we determine that the unit has been fitted for less than 95% of the time, we will terminate this agreement, and either revert your policy to a standard Bell policy, in which case any discount will be removed, or cancel your policyoutright.

Low Driving Score(Bottom 5%)

If your overall driving score is amongst the bottom 5% of customers after any 60 days of continuous monitoring, we will contact you to advise you that driver improvement is needed.We will offer support to help you improve your score, via email guidance indicating which areas of driving behaviour are causing the low score. If you are unable to increase your score to be above 5%, by adjusting your driving behaviour, within 30 days, we will cancel your policy. If this occurs, we will give you seven days' notice of cancellation in writing. If you make sufficient improvement in your score your policy will continue as normal. Should your overall monthly score dip into the bottom 5% again you will receive another warning and will need to increase it to above the bottom 5% within 30 days, or you will face cancellation as outlinedabove.

When taking out a new policy with Admiral, unless you have opted out, your policy will be set to automatically renew. We do this for your protection against your property being uninsured. Some mortgage providers require continuous insurance as part of their lendingcriteria.

You can change your autorenewal preference at any time during your policy term, free of charge, by contacting us online or byphone.

Have you taken alternative insurance from your renewaldate?

Please speak to our Renewals Department who will be happy to help resolve yourconcerns.

Ratings fluctuate across the industry and this can often lead to priceincreases.

We regularly update our rates to keep them up to date with what we are currently seeing in our claims statistics. This means some rates go up and others godown.

When we calculate a renewal premium, we include as much information as possible and this helps us ensure we are charging a fair amount. These include aspects such as personal details, house details and claims history. It is important to appreciate we also try to attach a fair level of importance to each piece ofinformation.

It is not in our interest to overcharge our policyholders, as we would lose profitable business. We do our utmost to ensure our rates are fair and reasonable for allcustomers.

It is important tonote:

We issue our renewal documents a few weeks prior to the renewal date, to give our customers time to get alternativequotes.

Prior to renewal you can choose to insure your home elsewhere without paying a cancellationcharge.

While we do not want to lose your custom, it is impossible for us to be competitive for every customer all of thetime.

If you remain unhappy, please speak to our Renewals Department who will be happy to help resolve yourconcerns.

Looking at our past claims results, we found customers involved in a non-claim incident often go on to make a claim infuture.

There are many possible reasons for this, the most likely suggesting a higher than average exposure to everydayrisks.

You may live in an area that suffers from flooding or we are experiencing increased claims because ofstorms.

Although you may not have made a claim, our statistics suggest the likelihood of you doing soincreases.

Pleasenote:

Our choice to rate on claims and incidents is a business decision and we have no plans to change this in the future. I realise you may remain unhappy with our rating strategy, but I hope I have explained why we dothis.

When setting up the policy we quote a price for a full term of cover. If you cancel the policy before the end of the agreed period, we apply a charge to cover our costs in dealing with the unexpectedadministration.

This involves processing the cancellation, issuing correspondence, and arranging any monies or refunds due. We explain this in our leaflet "Your Agreement with EUI Limited" which can be viewedhere.

You can avoid these costly processes if the policy reaches the end of its term, and we lapse or provide another term at renewal. It is for this reason we feel it is not unfair to apply a charge when a customer chooses to end a contract earlier than originallyarranged.

Did youknow?

All changes made midterm include an administration fee. This differs depending if the change is made online or over thephone.

Administration fees help to keep premiumslow

We do not include administration charges for possible future amendments in the initialprice.

These only apply if you make a change or cancel the policy during theterm.

We regularly review these prices to ensure they are fair, reasonable and accurately reflect the cost tous.

These consist of making the changes, reprinting any documentation, and updating the relevantdatabases.

We would like to point out that administration fees are not unique to Admiral and other companies may charge administrationfees.

This is to ensure your complaint gets dealt with in the best waypossible.

Admiral may not have access to data and procedures from othercompanies.

We ask these companies to conduct a thorough investigation and reply to you on ourbehalf.

Please note, this only applies to complaints where the service of third-party companies are involved. All other complaints will be dealt with byAdmiral.

Admiral has a strict underwriting criteria and may decline cover for certain reasons if they fall outside of the structure. Some common scenariosinvolve:

Address not on ourdatabase

• New build properties are usually registered on several databases, which we search to obtain information about your property. If the information is not there, we are unable to accuratelyquote.
• We are unable to just add an address to our internal database due to a lack of information, and as a result, we simply just do not know enough about the address to accuratelyquote.

As we gather more data, we will be able to provide this in the future. Unfortunately, we are unable to say exactly when that maybe.

Renovations

Certain renovations may fall outside of our acceptable Underwriting Criteria due to an increase in risk for the followingreasons:

• The cost of the renovation may exceed our acceptablelimit
• The duration of the renovation may go on longer than our criteriaallows

The type of work being carried out may change our decision to continue offering cover, due to the increased risk in the followingareas:

• Theft - there may be reduced security at the property during therenovation
• Fire - While the work is being carriedout
• Escape of water - During the renovation, e.g. burstpipes.
• Accidental damage to the current contents while the work is beingundertaken