Not upheld: claim handling, liability decision, delays in investigation, poor repairs complaint against UK Insurance Limited trading as Darwin (UKI)

Decision detail

Summary

Mr R complained about UKI's handling of his motor insurance claim following an accident in August 2025. He disputed UKI's decision to settle the claim on a 50/50 liability split, arguing the third-party was entirely at fault, and complained about delays in requesting dashcam footage and poor repairs by UKI's approved repairer. UKI awarded £375 compensation but maintained the 50/50 settlement. The ombudsman found that while UKI delayed requesting dashcam footage, this delay would not have changed the outcome since the third-party confirmed the dashcam did not capture the accident. The ombudsman upheld the 50/50 settlement as reasonable and found the £375 compensation appropriate for the distress caused by the delays and poor repairs.

The Ombudsman's reasoning

While UKI delayed requesting dashcam footage, the ombudsman found that even if the request had been made promptly, the third-party likely would have provided the same response that the dashcam did not capture the accident. Therefore, the delay did not materially affect the outcome. The ombudsman concluded that settling on a 50/50 liability split was reasonable based on the available evidence (photographs and testimonies alone), as neither party could definitively prove their version of events. The £375 compensation was appropriate for the distress caused by the delays and poor repairs.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website