Not upheld: Other regulated complaint complaint against AutoProtect (MBI) Ltd

Decision detail

Summary

Ms K complained that AutoProtect failed to provide sufficient information about what her extended vehicle warranty covers, specifically requesting an exhaustive list of covered and excluded items. AutoProtect provided the warranty document but declined to provide an additional comprehensive list. The ombudsman found that it is neither feasible nor standard practice for insurers to provide exhaustive lists of all possible scenarios, as policy documents are designed to outline the basis for exclusions and inclusions rather than enumerate every eventuality. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman reasoned that it is not feasible or standard practice for insurers to provide an exhaustive list of all possible scenarios that would or would not be covered, as this would be substantial and likely incomplete given the many variations of vehicles and issues. Instead, policy documents are designed to outline the basis for exclusions and inclusions, with specific claims assessed against these terms when they arise. This is standard across all insurance products.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website