Not upheld: Motor insurance, claim handling complaint against Society of Lloyd's
Financial Ombudsman decision DRN-6064456 of 2026-06-25T00:00:00+00:00. Motor insurance, claim handling complaint against Society of Lloyd's. Outcome: Not upheld.
Decision detail
| Reference | DRN-6064456 |
|---|---|
| Decision date | 2026-06-25T00:00:00+00:00 |
| Firm | Society of Lloyd's |
| Product | Other regulated product |
| Claim type | Motor insurance, claim handling |
| Outcome | Not upheld |
| Remedy | No additional remedy ordered. Society of Lloyd's' existing offer of £150 compensation was deemed sufficient. |
Summary
Mrs H claimed on her tyre and alloy policy for damage to two alloy wheels in March 2022. An appointment was arranged in March 2024 but she cancelled it and did not contact SoL again until May 2025. SoL failed to verify that repairs had been completed before closing the claim, but acted promptly once Mrs H re-engaged in May 2025 and agreed to cover all four wheels. The ombudsman found SoL's £150 compensation offer fair, considering both SoL's service failure and Mrs H's own delay in pursuing the claim.
The Ombudsman's reasoning
The ombudsman acknowledged that whilst SoL should not have closed the claim without confirmation of repairs, Mrs H's own delay in contacting SoL (from March 2024 to late May 2025) was a significant factor. The ombudsman considered that SoL acted promptly once contacted and that the additional benefit of covering all four wheels (rather than two) represented meaningful redress. The £150 compensation was assessed as fair and reasonable for the distress and inconvenience caused during the period from March 2024 onwards.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Society of Lloyd's, all decisions | 599 | 32% |
| Motor insurance, claim handling, all decisions | 12,937 | 32% |
| Other regulated product, all decisions | 47,449 | 30% |
Source
Read the original decision on the Financial Ombudsman Service website