I paid for the top cover (platinum plus or something like that?) for my puppy and wished to claim part of £3,000 worth of dog retraining which had been recommended by the vets. I could have £1,500 behavioural retraining through my insurance.

The claim was open 4 months with no communication about progress. I chased them every week for an update with an automated like response each time telling me “this claim will take time”.

I then opened a complaint with Admiral and funny enough my claim was then dealt with 3 days after it was opened. I was unsuccessful with my claim, they couldn’t spell my dogs name right, nor get the information within the email correct either and I had to get the vets to agree the dog was mixed breed! They had this claim for well over 4 months, why wasn’t this sorted at the beginning?!?

When I opened my complaint I was told 4 weeks of analysis into my claim. Shockingly it was delayed…so I didn’t receive my update from my complaint until 2.5 months later which they found nothing but an apology for the delay and errors was enough.

The customer service was shocking, no pay out on an extremely reasonable case (both vet and dog behaviourist did everything they could to demonstrate it complied with the insurance) and I’m now £3,000 out of pocket.

Will never use these guys again.