I pay a lot of money for my admiral policy. When I did claim for an accident that I was not at fault ( not even in the car for) for I found their entire claims system very hard to use. I was told several times people would not talk to me on the phone and I should use the online service despite me telling them that there was no online option for what I needed. When I did get through I was out on hold for over 15 minutes at a time several times. They then tried to write my car off without assessing it and told me ‘they didn’t know the procedure for what to do otherwise’. I was then eventually told they would take it to a garage and that my excess would not be payable and that I would not have my no claims bonus affected. 3 hours after the car had been picked up they phoned me to arrange pick up and then claimed to have no idea where the car had been taken. I was then not contacted for over a week until I eventually called them when i was told it had been deemed a total loss the week before but no one had bothered to call me. I was then told at that point they would deduct my excess from the value of the car and refused to give me any aid in claiming my excess back from the other company. Overall I have found their service completley incompetent and unacceptable, I will not be renewing with them and would not recommend them to anyone.