Diamond Omdömen 530

Cannot comment on the claiming process after seeing a few bad reviews… but spoke to Lily earlier today and she got me a fantastic renewal price! Thankyou Lily

Very frustrating trying to get a multi-car quote on their website. I've had several attempts but after entering a load of information it asks you to set up a password for an account. It then just kicks you out without being to continue with the quote. Appalling system and if that's the best they can do when trying to get new business it doesn't give you any confidence that they would be able to deal with any claims or other issues effectively. I wont be going back to them for a quote any time soon.....

If I could rate my experience with diamond I would rate them a minus. I am still waiting for a call back after numerous attempts to find out where my car is located after diamond arranged for it to be recovered and put into storage. I have been without a car now for 3 weeks. Wouldn’t be surprised if they have lost the car. After being hung up on I have to call multiple times to tell them how to do their job. Avoid at all cost !!!

Having been with the company for years we have seen it become increasingly less competitive for car insurance. We have now given up and moved to a different car insurer. The most recent renewal was twice the price of others and cancelling it took 50 minutes on the webchat. We did try phoning first but that was on hold constantly.

Updating this and giving more stars because in the end after a lot of struggle (more than 20 hours in total on the phone or on hold over 3 weeks) and thanks to a few people who helped me, I managed to have my car back, repaired and not written off, and some small reimbursement already.
I am still waiting for the legal claim, for physical injuries and financial losses.
Not sure yet if I will renew with them.
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I never had a worse experience in 30 years of driving cars. Not even anything near to this nightmare, but the last accident I had was more than 10 years ago...
I had enough bad luck to have a non-fault accident, lost the possibility to drive my car, been injured, lost a job…. and on top of this I have been spending at hours/ days on hold on the phone with them, only to get more stressed.
There are a few empathetic people who try to help you, but the whole process/system is so bad that they also can't do anything to make it work efficiently.
After 2 weeks and all the above, my car is still parked at my place, it should have been collected today and brought for repairs, but the garage did not want to accept it because Diamond/Admiral have given them different and confusing instructions and have not updated the instructions DESPITE WHAT THEY TOLD ME ON THE PHONE. Hence I had to spend more time on the phone to get something moving, let's see if what they told me today will turn into facts.
Each claim handler works without talking with the other ones and at some point I think there have been 2 claim handlers managing the same claim and sending conflicting information. They take decisions without seeing the car.

ABSOLUTELY THE WORST INSURANCE….. let me just paint a picture for you guys. A motorcyclist has crashed into the back of my car on the passenger side after I turned into a side road. I’ve come to a stand still as there was temporary lights so I’ve had to wait for the cars to give me way. They have given me way and I’ve checked twice before manoeuvring I’ve seen it’s save to go so I’ve gone, I had to cross a bus lane which I state was closed due to the road works and temporary lights. I drive an audi A4 so it’s a pretty long car. My car was 3/4 into the side road and this stupid motor cyclists has hit into me. This dumb insurance company have said this is my fault and taken all my no claims bonus. And said I’m liable like I can control what happens behind me if it’s safe to drive why am I going to wait ? If it became “unsafe” after I’ve gone but was safe when I moved how is that even my fault ?? IF I COULD RATE YOU GUYS A -100 I WOULD..,,, defo won’t be renewing with yourself as you still can’t explain to me how it’s my fault when a road user was using a lane that’s closed.

A customer service rep opened a claim when my wife only called to ask a question (they said this is policy), but the worst part is she said we have only 2 options and made out that we had to process a minor paint repair through their services. Either directly through Diamond, or via Diamond and the other insurance company. This was a lie, as we of course had the option to get the car repaired ourselves. We wish we had never called them, and more importantly, used them in the first place. The girl on the phone started to lead my wife down a path and was taking a lot of info so they could make money through their affiliated repair companies. We made a complaint, they spent several weeks replying, and never dealt with/ acknowledged the main issue, which was the fact we were lied to and deceived by their greedy staff. Terrible experience throughout.

They take months to process your claim and I'm still waiting to get an answer 3 months has passed still no one to process my claim avoid wasting your money on this company

Strange...had been with them for 14 years and only positive experiences previously. Received a letter increasing my premium by 25% (in my 60s, clean licence) with no hint of justification ond/or apology (either or both would have gone a long way!). Spoke to a disinterested rep - not the warm, friendly sort I associate with Diamond from the past, that are so good at 'melting' slightly disgruntled customers. So, in a few minutes, I made the decision to leave them after 14 years. I have a quote for £128 from One Call Insurance, which compares rather well with Diamond's £299 (for 3rd party, fire and theft). Crazy thing is, inertia is a powerful thing, and I'm ridiculously busy. If the letter had been apologetic, with some justification for the premium, and if the person on the other end had been more friendly and had sounded as if he really wanted my business...I'd have stayed, nuts though that may be! But when you get the feeling that a company's really not bothered about you...

Been with these guys for over three years now! Find it very easy making changes, always really helpful! Thankyou

STAY AWAY! WORST CUSTOMER SERVICE EVER!

My car was stolen over 7 months ago, I have only been contacted by diamond a couple of times during this period and this is to say there's no update. I have to call up every other day to track progress and no one has any idea what's going on. I feel as if they are trying purposely to take long so that I give up! They are patronizing and make you out to be a criminal when you are a paying customer!

My car was even found as it got pulled over, and months on there's still no update and I'm unable to collect MY OWN car! SCAM.

Awful experience. Only want you when you renew. Had a policy kept transferring me and wouldn’t add a driver. DO NOT use under any circumstances. Con artists.

If I could rate 0 I would. After multiple weeks they still have not answered any emails or calls. They don’t return calls they say they would and they are not FCA compliant either.
Nothing going for them. Takes your money but happy to leave you multiple weeks without helping you to get your car fixed.

Diamond are absolutely useless a lorry crashed into my car completely knocked off my wing mirror. I reported the incident to Diamond along with reg of the vehicle and I got my witness to send over their statement and I still had no response from Diamond.

When I did call they said the third party hasn’t responded and I would have to pay £600 excess for them to do anything. They said if I pay I could go to small claims court but I wouldn’t be guaranteed my money back, whenever I asked if they can give them a call for a update they made up excuses and kept telling me I had to pay.

I had to do their job and go through the hassle of finding the third party insurance details and once I got through they accepted liability within a week my wing mirror was fixed and I didn’t have to pay.
Had Diamond simply did their job and just called them this stressful process would not have taken 3 months.

Throughout the 3 months of no help or update all they managed to do was take more money out of my account instead of actually sorting out my claim. Also I made a complaint to their team a month ago and had no response so that tells you they don’t care

If you are thinking of insuring your vehicle with them please don’t because when a accident happens and it’s not your fault they will not help you they will tell you to pay for the damage and leave you waiting for months.

No communication - not a single answer to emails
I paid an extra year for my car insurance even though I had proof the car was sold, they didnt want to reimburse me because direct debit was installed. I had moved abroad but despite my communications there were no answer. Same when I had to apply to a French insurance I had to pay full price because Diamond insurance never bothered sending me the certificate of insurance though this is their obligations by right. Poorest communication and service I ever met.

Shocking customer service, cancelled my policy and received a letter saying it has been cancelled and to ignore any communication about more payments to then receive an email asking for money. Asking for money and I am not even covered by them anymore since they have raised their prices for an existing customer of 7 years. Go on a webchat to be told I’ll be contacted by a collection agency for £38. It’s laughable how this company is running, the cost of living the way it is and you are trying to gauge any money you can out of a young mum on maternity leave (who is also an NHS worker) who’s had to get her car insured elsewhere also. Disgusting and you should be ashamed. Have submitted my complaint so we shall see how far that goes. I recommend not insuring with them, nothing but hassle.

Car insurance not renewed even though they said it was.

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.