I’ve insured with Admiral for 5 years and they’ve always provided good service and good quotes. However, I had an accident in October (2022) when a Romanian lorry driver hit me causing me to spin in-front of the lorry and then pushing me down a dual-carriage way, side on for over 200m. I am lucky to be alive, and the car was a write off. I collected all of the lorry driver’s information, including his ‘insurance information’ and the phone numbers for the witnesses that were there, all admitting that it was the truck driver’s fault. The Police also attended the scene. I provided all of the contact data, including photographs to Admiral. After a couple days, I received the first quote (which I was un-happy with) and then the second. I noticed that the mileage was incorrect being 1,000 miles over the true count, and they offered me a measly £50 to correct this. Unfortunately, I had to accept the offer that they provided me with, and I carried on to pursue the claim. However the key issue is that Admiral had not established whose fault the accident was and therefore the prospect of higher insurance premiums and a loss of no claims bonus hung over me. I was told at the end of December that “Further to our previous correspondence, we are sorry we’ve been unable to deal with your complaint just yet, as we have been dealing with other customers.” This should not have happened as every customer should matter equally to them. That was the last communicative response until I had to chase again… I then started to chase Admiral after Christmas 2022, with multiple emails trying to figure out what was going to happen as I’ve now lost my no claims bonus and it’s affecting my insurance quotes. On the 19th April (2023), I received a reply from them stating “We apologise for not providing a recent update on your claim. The Motor Insurance Bureau confirmed the third-party vehicle appears to be uninsured.” This was the last response I heard from the company and I’ve been chasing for a reply since. I’m 22 years old and I’ve never had any points on my licence. I am not satisfied that Admiral have pursued the Romanian lorry driver or the operator of the truck. I submitted another compliant with them today and they said my claim ‘was on an old system’ which they do not use anymore and the person (who was very nice) didn’t know how to use it. Nearly 9 months down the line, this claim is dwelling on my mind since the accident happened. If I hadn’t chased and waited hours on phone trying to get through to someone useful (to some degree), I feel that they would of just let this claim slip under the rug and be not spoken about. This is the reason why I’m putting up a 1-star trust pilot review now as I’ve given them enough chances to get in contact with me since the accident nearly 9 months ago. When it comes to insurance quotes, they are great, when it comes to claims they really aren’t.