Not upheld: Service failures generally complaint against Antares Insurance Company Limited
Financial Ombudsman decision DRN-5343647 of 2025-04-16T00:00:00+00:00. Service failures generally complaint against Antares Insurance Company Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-5343647 |
|---|---|
| Decision date | 2025-04-16T00:00:00+00:00 |
| Firm | Antares Insurance Company Limited |
| Product | Other regulated product |
| Claim type | Service failures generally |
| Outcome | Not upheld |
| Remedy | None. The ombudsman declined to direct Antares to refund premiums or take further action. |
Summary
Mr R insured his dog in 2016 as a mongrel, but one parent was of a breed on Antares' excluded list. In August 2024, when Mr R disclosed the dog's breed and updated weight, Antares cancelled the policy. Antares then offered to reinstate the policy with vet fee cover only, which Mr R rejected. The ombudsman found the reinstatement offer to be reasonable and fair, and declined to order a refund of premiums or further action, as Mr R had chosen not to accept the offer.
The Ombudsman's reasoning
The ombudsman applied CIDRA principles but found that Antares did not treat the policy as void or allege careless misrepresentation. Instead, Antares cancelled the policy and made a reasonable offer to reinstate it with vet fee cover. The ombudsman considered this offer to be a fair resolution that would have provided a good outcome. Since Mr R chose not to accept the reinstatement offer, the policy remained cancelled and no refund was warranted.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Antares Insurance Company Limited, all decisions | 7 | 21% |
| Service failures generally, all decisions | 32,767 | 33% |
| Other regulated product, all decisions | 51,105 | 30% |
Source
Read the original decision on the Financial Ombudsman Service website