Diamond Avis 

Absolutely shocking service. Poor communication. Have had my car over a month which did not start since the accident and now say it is not accident related. Also the aa managed to get the car started and there was an air bag light warning apparently my claim is settled according to diamond and this has not even been checked surely the most important thing after a collision absolute joke to talk to. You constantly get asked the same questions over and over and basically there whole existence is to not try to pay out after you have spent your hard earned cash insuring your vehicles with them. Defiantly avoid will never use them again. Extra costs now to get Solicitors involved.

Have been insured with Diamond for 6 months. Had to cancel my policy due to selling the vehicle, but was then reinstated as I purchased a new one. Cancellation fee was refunded and the new policy was set lower than the previous, which I was surprised at as usually companies use this as an opportunity to skyrocket the price. All laid out in an e-mail and very straight forward.

I was miss advised via a web chat service regarding my policy including breakdown cover. After numerous phone calls it seems that every other transcript can be found bar this one! I have the advisers name and the date and time of the conversation yet I was still told that an advisor by that name didn’t exist?! I feel like I have been held hostage due to the last phone call being the day before my policy ran out leaving my no choice but to then go with this policy. I have been a diamond customer for a few years now but this will be my last. I raised my concerns to be processed as a complaint but I am yet to hear from anyone. I was told that someone would call within 48 hours, it’s now been 5 days! If this isn’t resolved I will be informing the Ombudsman Service.

Have been a customer with them since 2018 and they’ve been amazing. When I needed to make changes to my policy the webchat was the easiest thing to use and got the problem sorted for me. Was dealt with by Anupama who was amazingly kind and helpful.

They will find any excuse not to pay to get your car fixed even when it is not your fault. Exceptional bad customer service.

I was insured with this company previously, I was in an accident and contacted them to make a claim. They tried to get out of indemnifying me and falsely accused me of driving under the influence (I wasn’t). The call handler advised me sarcastically that the “truth would come out in the Police report” and said that the accusation had come from the Police, despite the fact that I had been in contact with the Police and they had fully denied this and didn’t know what they were talking about.
It was an awful situation and it still gives me anxiety to this day. When complained about, they tried to backtrack and make excuses and hush me up with an extra payment of £1,000. It did not go any way to address the severe anxiety and depression the experience with the company caused me. Avoid like the plague.

Very rude customer service. They person I spoke to was very blunt in his response and hung up on me very abruptly. I am glad to longer have my insurance and have gone elsewhere, with a company that has manners!

The staff are friendly but they are unable to help with most queries. They told me I would be able to reinstate my policy as soon as I got a new car and they gave me several example quotes for different cars. However, when I came to do this they said they can't because of a computer issue. I've been taking to them repeatedly over the course of a week and I've submitted a complaint and they've still not fixed it, so I'm having to buy and expensive new policy which also means losing a year of no claims bonus and having to pay a higher premium than if I'd been able to reinstate the old one then buy a new one after the incident is resolved. A very frustrating experience and I am very unimpressed with the customer service.

I provided every documents just not the council tax letter because I just moved house and waiting for the council send me the letter, and they couldn’t accept the delay and cancel my policy, what a company ?!

Have been insured with them for a couple of years. Never needed to claim. Last week, a neighbour drove into one of our (parked, unoccupied) cars. They have since upped our premium by about £60 a year. I'm not sure how they justify this seeing as we have not claimed on our insurance, nor has the neighbour claimed against us. Shocking service, very disappointing. Would not recommend.

Diamond!

A great car insurance company. Being insured by them recently I have had no troubles with. Customer service is very helpful, with a shoutout to Rahul! Thank you very much for the help today and I will recommend to a friend. 5 star. *****

Diamond was the only one to accept my overseas non claims bonus discount on a time I needed the most and all the other quotes were prohibitive.i will be forever grateful to Diamond for that. I also had to deal with them with two incidents and they were brilliant. Would highly recommend.

Within 24 hours of paying for my policy, i discovered an error in my birthdate (probably a typo). This error made me 13 days older as a man in his 40s. Diamond announced that this warranted a premium rise over £100.

Whilst i was happy to pay an admin fee, a premium hike just seems like gouging and they refused to waive it. I requested to cancel the policy, before i’d even got the policy documents. They still insisted on a cancellation fee.

When I first insured my vehicle through them they was helpful and had good prices but now I’m an existing customer looking to renew my insurance for the third year they no longer cared about being competitive and try to get me to stay, the difference in quotes was only £100 which to me was not a huge difference in price and even if they could have dropped the quote by £50 to come close to the competitor I would have accepted for the sake of not having to change over to a new provider.

In short if your looking for a insurance provide who’s competitive and looks after their existing customers then I recommend looking elsewhere as diamond insurance as hugely disappointed me.

Worst service I have ever known. Will never recommend this insurance company ever. Prices are ridiculous I struggle to see where they've got their figures from. Price actually went up by 300 the second year. I obviously didn't want that, so requested to cancel and not renew. Then I received threatening emails asking to pay up. I emailed twice again stating I asked not to renew. Still no joy. They need a better admin team clearly. Diamond should reevaluate how they conduct themselves. Absolutely shocking.

Terrible company. Please avoid. Poor customer service. Overpriced. I have been with this company over 8 years and every time price going up and up. They don't respect customer as they should.

This is the worst company I have ever dealt h with, cancelled my insurance and paid the final payment over the phone, only to receive letters saying I owed money still, then to be told over the phone I had been refunded by accident so had to pay that payment back BEFORE the refund even went in!!! Still not sorted!

Do not go near diamond (admiral) insurance. I sold my car , it has taken 6 emails to confirm this and they have charged £75 cancellation . The customer service is appalling . Impossible to speak to a person . It is a machine to make money .

Nehal!! Needs a raise, Excellent customer service.

11 Days later and still no comms have come from Diamond to us[the customer] - every bit of progress we have made to try to get my car which was broken into repaired had to be chased and chased and prompted by us the customer - if you want no contact, no clarity, very slow chat replies with >41-61 min waits and to be left in the dark having to chase and nag at every stage of the process for some form of update, then this is possibly the insurance company for you. Deeply unhappy with this response end to end and I still don't have my daughters car back? a thoroughly stressful customer experience, still hiding behind peak time excuses, surely over the years these peaks are easily predictable to scale to deliver continuity and good service?