Admiral charging for unanswered calls', customers say

3 January 2014

Admiral Insurance is suffering problems with its telephone platform today, after its online servers went down yesterday, Moneywise has learnt.

Readers have told us they have been charged for calls to the company's 0844 numbers when they call to inquire about new and existing policies.

One told us: "I'm trying to get through to Admiral to renew my policy but all their numbers cut me off after I get through (option 1 then option 2). Their servers appear to be down but you are still getting charged every time you connect as it is an 0844 number."

Other angry Admiral customers who were told claims could not be lodged or assessed yesterday have also taken to social media to berate the company.  

An Admiral spokesperson told Moneywise the company is aware of the phone issue, which it said was to do with high call volumes it is currently experiencing.

He said: "We’d like to apologise to any customers who have been unable to get through to us.
"Due to the volume of calls we’re receiving today, some calls that come through to us are being cut off before they can be directed to the right contact centre. In normal circumstances these people would instead hear a call busy tone. We are working to try to solve this issue as quickly as possible and can only apologise. Any calls which are cut off would only be connected for a matter of seconds."

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