Not upheld: claim handling delays and poor communication complaint against Admiral Insurance (Gibraltar) Limited

Decision detail

Summary

Mr G complained about Admiral's handling of his car insurance claim following the theft of his vehicle in August 2025. Although the car was found and confirmed as a total loss in early September, Admiral did not pay the claim pending receipt of a police report and validation of the circumstances, which involved some inconsistencies. Admiral requested supporting documentation and an interview with Mr G. The ombudsman found that Admiral's validation process and information requests were reasonable and in line with the policy terms, and that Admiral actively pursued the police report. The ombudsman upheld Admiral's position that the £75 compensation offered for poor communication was fair and reasonable, and did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found that Admiral acted in line with the policy terms and conditions, which permitted Admiral to conduct investigations and request necessary information to assess claims. The validation process and interview request were reasonable given the inconsistencies in the claim circumstances. The ombudsman could not hold Admiral responsible for delays caused by third parties (the police) in providing evidence. Admiral actively chased for the police report during September 2025 and requested follow-up reports promptly. The information requested was relevant to Admiral's concerns about the claim circumstances.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website