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Complaint Performance
Firm name: EUI Limited
Group: Admiral Group Plc
Other firms included in this report (if any): AICL (Admiral Insurance Company Limited) and AIGL (Admiral Insurance Gibraltar Limited)
Period covered in this report: 1st January 2023 to 30th June 2023
Brands/trading names covered: Admiral, Bell, Diamond, Elephant, Gladiator, Ford Insure & AA Insure
As an FCA registered company we publish data on our complaints record.
Admiral takes complaints seriously and we encourage our front-line staff to investigate any issues, provide a satisfactory resolution, or where appropriate, escalate a complaint to our specialist team.
We’re continually learning to ensure we improve our understanding of all areas where customers may be unhappy with our products or services.
As a result of this better visibility of the cause of complaints, we’ve been able to introduce improvements in response to direct customer feedback.
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No of complaints opened per 1000 policies in force (at reporting period end date)
4.07
Number of complaints opened
54,918
Number of complaints closed
59,432
Percentage closed within 3 days
50%
Percentage closed after 3 days but within 8 weeks
42%
Percentage upheld
68%
Main cause of complaints opened
General admin/customer service- Errors/not following instructions
No of complaints opened per 1000 policies in force (at reporting period end date)
0.68
Number of complaints opened
1,465
Number of complaints closed
1,526
Percentage closed within 3 days
N/A
Percentage closed after 3 days but within 8 weeks
N/A
Percentage upheld
52%
Main cause of complaints opened
N/A