Upheld: Service failures generally complaint against Uinsure Limited
Financial Ombudsman decision DRN-5103716 of 2024-11-07T00:00:00+00:00. Service failures generally complaint against Uinsure Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-5103716 |
|---|---|
| Decision date | 2024-11-07T00:00:00+00:00 |
| Firm | Uinsure Limited |
| Product | Home insurance |
| Claim type | Service failures generally |
| Outcome | Upheld |
| Remedy | Refund the difference between the higher premium paid (£104.50) and the alternative cover cost (£37.14) per month for each month following renewal until cancellation, plus 8% simple interest per annum from the dates premiums were paid to the date of refund. Pay £100 compensation for distress and inconvenience. Payment required within 28 days with additional 8% interest if paid late. |
Summary
Mr F complained that Uinsure renewed his buildings insurance policy without providing him with renewal notification, resulting in his premium increasing from £25.49 to £104.50 per month. Uinsure claimed it had sent documentation but failed to provide proof despite multiple requests from the FOS. The ombudsman upheld the complaint, finding that Mr F did not receive timely notification and therefore could not make an informed decision. The ombudsman directed Uinsure to refund the difference between the premiums paid and the cost of alternative cover Mr F obtained elsewhere (£37.14 per month), plus interest and £100 compensation for distress and inconvenience.
The Ombudsman's reasoning
The ombudsman found that Uinsure failed to provide sufficient evidence that renewal documentation was sent to Mr F in time for him to make an informed decision. In the absence of proof from Uinsure, the ombudsman accepted Mr F's testimony that he did not receive the documentation. The fact that Mr F obtained alternative cover at £37.14 per month supported his claim that he would not have renewed at the higher premium if he had been informed. The ombudsman proceeded with the decision under DISP rules due to Uinsure's failure to respond to multiple information requests.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Uinsure Limited, all decisions | 11 | 55% |
| Service failures generally, all decisions | 32,767 | 33% |
| Home insurance, all decisions | 21,293 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website