It’s going to sound like i’m in the pocket of these insurance types as I am again impressed with the customer service from Admiral Insurance. I wrote about their brilliant call centres here.
My mate Tim Garratt has had nothing but trouble with his.
But my experience is totally different.
I have just put my personalised plates on my new car. That should be simple. But I had to take them off my old car and drive a different car in the meantime and also happened to change my wife’s car at around the same time too. So that was six calls in less than three months.
So on Saturday, I knew what to expect. The lady who answered in the UK call centre called Victoria didn’t dissapoint. I knew the script. “You do know Mr Lyle that there will be a £17.50 admin fee to cover the cost of the change?”
I said I did as I had paid it five times in three months.
“Well I don’t think you should pay it again then”, said our hero Victoria. “I’ll just speak to my Manager”.
A few moments later, she comes back on and confirmed that I had more than covered my admin fees and they would waive any fee this time.
They did the change for free, but in the meantime got a very happy customer who was clearly smiling down the phone.
I have said many, many times before that if you want to create brand loyalty you need to surprise and delight your customers. Give them things they’re not expecting and generally try and stand in their shoes.
Admiral are doing this incredibly well for such a big company. As long as the renewal cost is there or thereabouts, will get my multi-car policy business next year again.
Johnny Lyle's new brand thinking 
Waitrose are brilliant at doing just this. Often Keane will pop in for a coffee and they’ll just say “on the house today” – I guess because he’s a fairly regular customer and the staff are sufficiently empowered to do a deed of goodwill every now and then.
It never ceases to impress me. Yes, we know it’s just a clever ploy to make us loyal, but why not? I’d rather that than empty marketing words with nothing on the ground that backs them up.
Sadly though Jane, there renewal quote was over 15% more expensive, so all this good work was wasted by a team behind them who are inflexible.
Ive had a terrible time with admiral insurers,i have never been able to get through to a uk call centre,its either canada or india,i could write an essay on how and why admiral have been so unreasonable and incompetent,but ill cut it short when i received my renewal notic for £2600 £1200 dearer than last year (4 yr no claims) with only an sp30 for doing 35 in a 30 it was the final straw!! aviva were £1700 cheaper than admiral..check them out..
Robert
I have to say that it’s a real surprise to hear that. try speaking to one of the ladies I got and see if they can help. Saying all that though, they haven”t met the renewal price so I will be risking someone else next year.
I’l give Aviva a go then!
Cheers
John
Admiral have let themselves down. I am now a customer of Privelige and Hastings for our two cars. Over 30% cheaper