Not upheld: Service failures generally complaint against Uinsure Limited

Decision detail

Summary

Mr R complained to Uinsure about how his home insurance policy renewal was handled after he disclosed a change in circumstances. Uinsure initially appeared confused about how to proceed, then stated it couldn't provide a non-standard policy. After Mr R searched the market and returned to Uinsure, a quote was issued but subsequently withdrawn by the insurer due to the changed circumstances. Mr R felt confused and distressed by the mixed messages. The ombudsman found that while Uinsure could have communicated more clearly, it acted correctly in following the insurer's underwriting decision and that the apology provided was sufficient acknowledgement of its mistakes.

The Ombudsman's reasoning

The ombudsman determined that while Uinsure could have communicated more clearly, particularly in its initial response, it ultimately acted correctly by following the insurer's decision not to offer cover based on Mr R's changed circumstances. The insurer, not the broker, has responsibility for deciding whether to offer insurance. Uinsure appropriately informed Mr R of the insurer's position each time and correctly advised that the existing policy would be honoured to the end of its term. The apology provided by Uinsure was deemed sufficient acknowledgement of its communication failures.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website