Not upheld: claims handling and repair quality complaint against Aviva Insurance Limited

Decision detail

Summary

D, a business, claimed on its commercial vehicle insurance policy with Aviva after damage in May 2025. D complained that repairs were substandard, the repairer lacked VAT registration (potentially voiding the manufacturer's warranty), repair costs were inflated without itemised breakdown, and the vehicle was diminished in value. Aviva acknowledged repairs were not to standard, confirmed the repairer was VAT registered, and offered £250 compensation. The ombudsman could only consider events up to Aviva's final response of 1 August 2025 and found Aviva's actions reasonable within that scope, upholding the £250 compensation as appropriate.

The Ombudsman's reasoning

The ombudsman could only consider events up to Aviva's final response of 1 August 2025, as subsequent matters would constitute a new complaint. Within that scope, Aviva acted reasonably by accepting the claim, arranging for additional work and inspection, explaining the repairer's legal status, and justifying repair costs based on hidden damage discovered. The ombudsman found no evidence the manufacturer's warranty was voided and considered the £250 compensation reasonable for the inconvenience caused, noting that D is a business and therefore cannot suffer distress, only inconvenience.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website