Not upheld: Service failures generally complaint against Aviva UK Digital Limited
Financial Ombudsman decision DRN-1841328 of 2020-08-17T00:00:00+00:00. Service failures generally complaint against Aviva UK Digital Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-1841328 |
|---|---|
| Decision date | 2020-08-17T00:00:00+00:00 |
| Firm | Aviva UK Digital Limited |
| Product | Motor insurance |
| Claim type | Service failures generally |
| Outcome | Not upheld |
| Remedy | Aviva's existing offer of £150 compensation for inconvenience and refund of the temporary cover premium should be honoured if Miss J changes her mind and accepts it. No additional compensation for increased premiums is required. |
Summary
Miss J complained that Aviva UK Digital Limited provided misleading information when she attempted to change her car on her motor insurance policy. Due to system maintenance, she purchased temporary cover and later discovered the underwriter would not provide permanent cover for her new car due to her age, forcing her to obtain more expensive insurance elsewhere. Aviva offered £150 compensation and a refund of the temporary cover premium. The ombudsman did not uphold the complaint, finding that Aviva's website provided generic information only, the underwriter's decision was within its criteria, and the system maintenance was appropriately communicated.
The Ombudsman's reasoning
The ombudsman found that Aviva's website provided generic information that did not constitute misleading information, as it did not guarantee cover would be provided and consumers are expected to obtain specific quotes for their circumstances. The underwriter's decision to decline cover based on its underwriting criteria was a legitimate commercial decision. Aviva's decision to take its system offline for maintenance, with appropriate warning provided, was a commercial choice that did not constitute unfair treatment. The temporary policy and permanent policy operate under different underwriting criteria, so the provision of temporary cover did not obligate Aviva to provide permanent cover.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Aviva UK Digital Limited, all decisions | 8 | 12% |
| Service failures generally, all decisions | 32,767 | 33% |
| Motor insurance, all decisions | 24,036 | 35% |
Source
Read the original decision on the Financial Ombudsman Service website