Not upheld: policy cancellation and cancellation marker recording complaint against Admiral Insurance (Gibraltar) limited

Decision detail

Summary

Mr M complained about Admiral's cancellation of his motor insurance policy and the placement of a cancellation marker on insurance databases. The complaint arose from a failed direct debit payment in September 2025 following Mr M's update of his payment details. Although Admiral initially cancelled the policy for non-payment on 13 October 2025, Mr M had requested cancellation on 12 October 2025, before the automatic cancellation. Following the ombudsman's intervention, Admiral backdated the cancellation to 12 October 2025, changed the reason to 'customer driven', and confirmed no cancellation marker was recorded. The ombudsman did not uphold the complaint as Admiral's remedial actions were deemed fair and reasonable.

The Ombudsman's reasoning

The ombudsman initially found that Mr M had provided evidence of requesting cancellation before the deadline (12 October 2025), which should have been recorded as a customer-driven cancellation rather than a non-payment cancellation. Following the ombudsman's intervention, Admiral backdated the cancellation to 12 October 2025, changed the cancellation reason to 'customer driven', and confirmed no cancellation marker was recorded on any database. With these remedial actions taken, the ombudsman found Admiral had not acted unfairly.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website