Admiral Travel Claim taking over 2 months

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Hello, not sure if anyone has experienced this.

But I purchased an annual travel Insurance policy with Admiral on the 1st week of January 2022. 

I travelled and had to make a claim for a missed flight which was submitted and confirmed as received in the last week of January 2022. It's been just shy of 2 months now.

I emailed them, messaged them on Twitter DM, FB DM and submitted an enquiry form.

In the 1st week of March, I get this response


"Hello,

 

Thank you for your e-mail.

 

We have received notification that your documents are on the claim.

 

We are advising at the moment it can take up to 30 working days in order for us to review your claim.

 

As soon as we have an update we will be in contact.

 

Thank you for your patience.

 

Kind regards

Chloe"


It went past 30 working days last week and the only response I've been given today is


"Hello,

 

Thank you for your email.

Currently, it is taking us longer than usual to review and respond to documents.

We understand this isn’t ideal and we want to assure you we will review your documents as soon as possible to progress the matter further.

We’re sorry for any inconvenience this has caused.

 

Yours sincerely,

 

Admiral Travel Insurance"

Can anyone advise what I can do in this situation? I am out of pocket and this is stressful considering I have chased them a few times and can't get hold of anyone - I don't seem to be making any progress


Comments

  • Sandtree
    Sandtree Posts: 10,628 Forumite
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    All you can do is register a complaint, if you are unhappy with their response (or they dont respond within 8 weeks) then you can escalate to the Financial Ombudsman. Unfortunately realistically there is little more you can do other than period chasing.
  • TELLIT01
    TELLIT01 Posts: 16,578 Forumite
    First Anniversary First Post Name Dropper PPI Party Pooper
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    The knock on effects from Covid are still there, even if its affect on daily life is greatly reduced.  Insurers are likely to have a large backlog of claims to go through.
  • savingsguy
    savingsguy Posts: 34 Forumite
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    edited 9 April 2022 at 7:34AM
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    I have a similar issue with Admiral with a very similar message. 

    I claimed on a damaged mobile when travelling. It's been 8 weeks since my claim.

    Luckily for me it's a fairly small issue.

    I'm travelling at the end of the month and I'm now worried. I don't have the peace of mind that I paid for. 

    If I need to make a significant claim for something serious, I don't trust that they'll cover me promptly.

    I'm sympathetic about covid, but I need to have the cover I've paid for and expect at least reasonable service.

    That was the assumed trust I expected when buying their product and reading their glossy marketing which claims "Cover when you need it"

    I'll be complaining too.





  • Rwh1703
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    I cannot believe the incompetence displayed by Admiral Travel, inexcusably delays of 4 months to date, the total lack of communication and customer service over what should have been a simple, basic claim for a net £99.48 medical bill. I will never consider Admiral for any type of insurance again.
    I paid for annual travel insurance with Admiral for a holiday in Turkey July 2023. On arrival at Dalaman Airport on my return flight 28 July, I felt very ill. Jet2 saw me and asked what was wrong. Because I obviously looked bad, they insisted that before they would allowed me to fly home, I saw the airport doctor to assess if I was fit to fly home. I had the medical, costing £249.48 and obtained a ‘Fit to Fly’ certificate. After a lot of stressful phone calls from Jet2 to UK, they finally allowed me to check in for the flight home. On 23/8/23 when I was feeling better, I initiated a claim on their online claim portal for the £249.48 less excess of £150 leaving a net claim of £99.48, completed all of their questionnaire and uploaded all of the requested evidence. Now, 4 months later, having uploaded the exact same evidence at least twice more, my claim is still showing at 25% complete with outstanding unanswered questions which are identical to what I uploaded on 23/8/23, although their on portal log shows everything that has been sent with dates. This week 11/12/23 after I sent another email asking where my refund was, they replied, from an unmanned email address, 4 months after my initial claim date, asking if I could confirm if I received a refund on my return flight?
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