Not upheld: Motor insurance, claim handling complaint against Dayinsure.com Limited

Decision detail

Summary

Mr M complained that his motor insurance broker Dayinsure failed to register his one-day insurance policy on the Motor Insurance Database, resulting in him being stopped by police for appearing uninsured. Mr M also complained about difficulty accessing policy documents on the app and lack of notification about renewal. Dayinsure defended its actions by citing the seven-day legal registration requirement in its terms and conditions, confirming it registered the policy the day after purchase, and providing evidence that Mr M received and could access policy documents. The ombudsman found that Dayinsure complied with legal requirements and industry standards, that Mr M was provided with documents (evidenced by his ability to show proof to police without penalty), and that the seven-day timeframe is reasonable and standard practice, therefore not upholding the complaint.

The Ombudsman's reasoning

The ombudsman found that Dayinsure complied with the seven-day legal requirement for MID registration and that this timeframe is standard industry practice. The ombudsman determined that Mr M was provided with policy documents via email and could access them on the app, as evidenced by his ability to show the app to police without receiving a fine. The ombudsman concluded that even if the seven-day timeframe was not clearly communicated, this would not have changed Mr M's decision to purchase the policy, and that immediate registration is not a reasonable expectation.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website