Not upheld: Home insurance claim disputes complaint against AXA Insurance Designated Activity Company
Financial Ombudsman decision DRN-5666424 of 2025-07-03T00:00:00+00:00. Home insurance claim disputes complaint against AXA Insurance Designated Activity Company. Outcome: Not upheld.
Decision detail
| Reference | DRN-5666424 |
|---|---|
| Decision date | 2025-07-03T00:00:00+00:00 |
| Firm | AXA Insurance Designated Activity Company |
| Product | Motor insurance |
| Claim type | Home insurance claim disputes |
| Outcome | Not upheld |
| Remedy | No further remedy directed. AXA's existing remedies (£100 compensation, £100 excess waiver, and apology) were deemed sufficient. |
Summary
Mr C complained about AXA's handling of his car insurance claim following an accident. AXA provided inaccurate claim status information, communicated poorly, and initially underpaid the settlement by £100 due to incorrectly deducting the excess. AXA rectified the payment error and offered £100 compensation plus a waived excess. Mr C sought a full premium refund but the ombudsman found AXA's existing remedies fair and reasonable, declining to uphold the complaint.
The Ombudsman's reasoning
The ombudsman acknowledged that AXA's service fell short of reasonable expectations in communications and claim settlement handling. However, the ombudsman found that AXA's remedial actions (£100 compensation, waived £100 excess, and apology) were fair and reasonable in the circumstances. The ombudsman rejected Mr C's request for a full premium refund, finding the existing remedy adequate despite the distress and health impact claimed by Mr C.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| AXA Insurance Designated Activity Company, all decisions | 44 | 18% |
| Home insurance claim disputes, all decisions | 25,340 | 38% |
| Motor insurance, all decisions | 23,874 | 35% |
Source
Read the original decision on the Financial Ombudsman Service website