About this scheme
ProMediate has been appointed to provide an independent Alternative Dispute Resolution (ADR) service for certain complaints referred by Admiral Insurance and participating companies within the Admiral Group.
The service is entirely independent of Admiral.
Our role is not to act for either party, but to assist both parties in reaching a fair resolution without the need for Court proceedings wherever possible.
ADR is normally provided free of charge to consumers.
Before referring a complaint
Before ProMediate can consider a complaint:
- Admiral should normally have had the opportunity to investigate the complaint through its own complaints procedure;
- you should normally have received Admiral’s Final Response (or been advised that your complaint may be referred to ProMediate);
- the complaint must fall within the scope of the ADR Scheme.
Complaints we may consider
Depending upon the terms of the Scheme, complaints may include matters such as:
- vehicle damage disputes
- repair quality
- valuation disputes
- total loss settlements
- accident management issues
- delays
- customer service
- communication failures
- policy administration issues referred under the Scheme
Some complaints may fall outside the Scheme or be more suitable for determination by the Financial Ombudsman Service or the Courts.
Our ADR process
Unlike many ADR providers, ProMediate undertakes an independent review of the dispute before mediation begins.
Stage 1 — Referral
The consumer submits the complaint together with any relevant documents.
We acknowledge receipt and open an ADR file.
Stage 2 — Information gathering
We obtain:
- Admiral’s response;
- the complaint file;
- relevant correspondence;
- photographs;
- engineer’s reports;
- valuations;
- invoices;
- any additional evidence required.
Both parties have the opportunity to provide further information.
Stage 3 — Independent ADR Report
Before mediation takes place, an independent ADR Report is prepared.
The report is intended to:
- identify the issues in dispute;
- summarise the factual background;
- identify the evidence relied upon;
- explain the parties’ respective positions;
- identify strengths and weaknesses where appropriate;
- assist both parties in understanding the dispute.
The report is not legally binding and does not determine the dispute.
Its purpose is to assist constructive discussions.
Stage 4 — ADR discussions
Once the report has been circulated, the ADR Official will normally contact both parties.
Following completion of the independent ADR Report, the ADR Official will seek to facilitate settlement between the parties. Depending upon the nature of the dispute, this may involve telephone discussions, online meetings, written negotiations by email, or such other communication methods as the ADR Official considers appropriate. The process will be tailored to the particular dispute whilst remaining fair, proportionate, independent and impartial.
The ADR Official will explore possible settlement options and assist the parties in reaching an agreed outcome.
Stage 5 — Settlement
Where agreement is reached, the settlement will normally be recorded in writing.
If agreement is not reached, the parties remain free to seek independent legal advice or pursue any remedies available through the Courts or any other appropriate forum.
Participation in ADR does not prevent either party pursuing legal proceedings, subject to any applicable limitation periods.
Possible outcomes
ADR may result in:
- further repairs
- additional investigations
- compensation
- reimbursement of costs
- clarification of misunderstandings
- agreed settlements
- other practical solutions acceptable to both parties
Every dispute is different and no particular outcome can be guaranteed.
Independence
ProMediate is independent of Admiral.
ADR Officials:
- act impartially;
- owe duties to neither party;
- carry out conflict checks before every appointment;
- are not remunerated according to the outcome of the dispute.
Further information can be found in our Governance Policies.
Timescales
Although every case differs, ProMediate aims to progress matters promptly.
Consumers will be kept informed throughout the ADR process.
Where additional evidence is required or the parties are actively negotiating, timescales may be extended where appropriate.