Diamond Avis 

I have been with Diamond over a decade, and stay with them because I have always trusted them.

However, I was wrongly told by Diamond when I had a personal injury claim that as I had legal cover I could claim back costs incurred as a result of the accident such as mileage to garage, MOT, cost to have vehicle towed etc. I asked this at the start of the process before incurring any costs, so I could feel safe knowing I would get the money back and could afford the outlay. This was untrue.

I placed a complaint, and they said they couldn't find the call where I was told that so had to unhold my complaint but not for the value of costs I incurred as a result of the information they gave me. They offered by £75 and my costs were £138.75.

I sent a follow up email, and 3 months later had no reply. So I sent another email a week ago asking if they can acknowledge my email.

Then today, I went on online chat and asked if they can confirm the claim at diamond email address still exists. The customer service agent said neither they, anyone in their team or their manager was able to confirm if this was the correct email address for their claims team.

I asked them to send me the chat transcript as I was shocked at the level of customer service, and they said they couldn't and there is no way to download it and it dissapears after 48 hours? So I had to copy and paste it into a document.

After over 10 years, I am shocked at how I am being treated.

I had a claim when another vehicle hit me in 2021 - and because I had legal cover paid through Diamond they instructed a company to do my personal injury claim. The company had a staffing issue and messed up my claim, to the point it couldn't be taken forward. I took it to the ombudsman but they can't do anything but ask the company Diamond instructed to compensate me for inconvenience - as there is no way to calculate what I would have got from the claim if it could have been taken forward.

I asked Diamond to compensate me for the loss of my personal injury claim, because I had paid them for legal cover for over 10 years - they just referred back to the company they instructed despite me stating that I was looking for compensation from Diamond as I had already had a final response from the legal company Diamond instructued.

So be aware of this risk. Despite paying for legal cover, I lost my personal injury claim (and the stress caused significant damage to my mental health) and also was told by Diamond I would get my incurred costs back - and then they just sent me £75 as an apology and now are ignoring me and their customer service team can't even confirm their claims teams email address...

It's such a shame because I have had good experiences with Diamond in the past and had years of built up trust.

*Diamond customer service gave me Admiral claim number

FF diamond yes today yes today yes 🙂

Call centre based in India, no wonder customer service is shocking. internet site is at best poor.

I have been with this company for my car insurance for 6 years and my renewal was £200 more than what I was offered elsewhere. Every year the price increased by AT LEAST £100 - one year they tried to increase from £300 to £600! They couldn't even attempt to come close to offers elsewhere this time, despite 6 years of loyalty with no claims made in that time. Also there website is not mobile friendly AT ALL and would never let me log in. Would not recommend.

Terrible insurance company. Will take your money and not cover you. My partner is insured as a learner and I pay extra each month for this but just discovered they had not covered my partner. My partner now has a driving offence and diamond will not reply on their live chat and claim the systems are down, can't get through to them at all and after looking on trust pilot today I'm almost certain they are a scam company.
Please don't use as this could put you in a bad situation and trouble.

Logged the problems I had getting staff to deal with my car insurance as I was not renewing. I thought after my third attempt on 4/5/25 that everything’s sorted. Not! The policy was canx but the gesture for the 5 hours on the phone and advising that I have proof that 10/4/25 & 11/4/25 with the names of the staff involved.
Put a poor rating on trust pilot and then Karen from Diamond requested I re contact as per the request. Dealt with Jubilia/Anurag/Sabhya this afternoon and transferred between to no conclusion so not fit for purpose and couldn’t get any sense from any of them. 21/5/25 will be 28 days after my first attempt to cancel on the 30/4/25 as this is the absolute pits. Why can we not actually speak to anyone in person.

Had a insurance with this company for couple years until I had a accident contacted them to make a claim they found every reason they could come up with to avoid payout I wouldn't recommend this company I am in the process of ombudsman and taking them to court they are dodgy company shouldn't be trusted looking at there reviews and people's story on the Internet I wish I had checked it online before taking out a policy with them they will scam and use any excuse to avoid a payout and make up stories like your car was damaged before the accident which I got my MOT and sent them the garages my car went to as proof of no problems with my car also the car had a warranty don't waste your money mental health on diamond and admiral

Trying to get a quote go all the way through add payment details approve payment then get a message "unable to accept this quote contact us via chat" contacted them by chat and because the website doesn't give you a quote reference they can't help. Useless

Absolutely useless.
We had an accident that was filmed on dash cam and the other party accepted that it was his fault.
Vehicle needed a dent fixed that would have cost about £2000.
We insured the car for £30000.
Without anyone coming to see the damage Diamonds desktop assessor declared the car a total loss.
Disgraceful service, lazy, slow and incompetent.
Will not be using you again.

Edit 1. 6th March 2025.
To your credit you have responded quickly to this review.
My wife has just sent an email briefly explaining our circumstances.
We look forward to hearing from you.

I've been with Diamond for the past 3 years and it's been hassle free.
I had multicar with different cars over the years and adding them or removing them was so easy with the app, as were adding and removing drivers.
Only real complaint was the massive charge for removing a car I had to scrap but I could have just replaced with another car to avoid those charges.
Every renewal i phoned up if it was a little higher and managed to reduce the cost, so advise you ring if not happy.
Very easy to work with.

Awful company!! Been with Diamond 6 years consistently, and yet when I came to renew 3 weeks prior to my renewal date, they are charging me almost double what all other insurers are quoting. AVOID!!!!!

Wouldn't even rate 1 star but had to.

Disgusting company. Fine until you want to leave then they hit you with extra charges. Absolute shambles, show no compassion, no understanding and they don't try to help all they want is your money regardless of any situation.

Been with them 10 years with NO CLAIMs in those 10 years!! They are now trying to charge me over £300 to cancel my policy. Do not get trapped with this company

AVOID AVOID AVOID

Worst company for insurance by far.
Refused a courtesy car due to car that hit me was with the same provider and then said I owed them payments after termination, originally £40 then dropped to £3.50. the phone payments wasn’t working so they said no other solutions. Everyone was poor service and only after money without providing the service I paid for, for numerous years. Avoid at all costs, trying to rip everyone off

DO NOT USE.
Terrible. I’ve been with them 11 years
Policy was constantly going up in price, I understand things need to go up but they was almost doubling my policy
I called to cancel my renewal, they then take double payment and tell me they are only refunding half because I owe them one month. Yet they always take more on first payment
Will NEVER use them again. Shocking service

Free fire games diamond please gifts

I have been with this company for 12 years, have 12 years no claims and never had much of a problem apart from increasing prices.
However I only hold a automatic driving license. It has always been automatic and always will be automatic and they have known this from since i started. However everytime I call up it’s suddenly a Manual license again on the system and I query it and they always say they will change it to Automatic. It shouldn’t need to be changed, i have only ever said automatic. This has happened atleast 6-7 times over the last 12 years. Rung them today and it’s back to a Manual!!!!!!!! Asked them to change it again and they want to charge me extra money when it’s always been bloody automatic! Dodgy dodgy people, if i crash my license will be void and it’s all down to them! Scammers. Check your details every few months because I 100% believe they are trying to get out of paying people.

We were changing our multi car policy to remove one vehicle as we had moved the vehicle out of the UK. On a call with the Indian call centre for 30 mins; finally had to hang up and they had not made the change. Then my wife called back a week later and it took her over one hour on the phone. The CEO should be extremely embarrassed. Used to have a v friendly and helpful call centre in Ireland now a complete disaster for basic customer service.

Didn’t even want to give them 1* they’re the worst car insurance company ever and now they’re run by scammers they try to keep false claims open and collect monies not owed to them smh I would warn and advise people not to use them even if they were the last company on earth rather walk than use them

Absolutely awful, been with this company for 8 years with a multi car policy. It seems loyalty and bringing 2 others on to my policy has caused nothing but pure greed from Diamond, charging me an extra £300 compared to if I go to other companys with 0 loyalty and single car policies. Now been on the phone for 2 hours and they still can't even get my quote correct, when someone finishes their shift they simply hang up and leave you to have to call again, absolute disgrace of a company!!!!