Not upheld: claim mishandling - incorrect tyre specification and installation complaint against UK Insurance Limited

Decision detail

Summary

Mr K claimed that UKI mishandled his European breakdown insurance claim by providing incorrect tyre specifications to a repairer, resulting in a front tyre being installed on the rear wheel. Mr K paid approximately 160 Euros for this incorrect tyre abroad and a further £100 for the correct replacement in the UK. UKI apologised for poor communication and offered £150 compensation but refused to reimburse the tyre costs. The ombudsman did not uphold the complaint, finding that under the policy terms, the choice of appropriate tyre was between Mr K and the repairer, not UKI's responsibility, and that policyholders must pay for spare parts.

The Ombudsman's reasoning

The ombudsman found that whilst UKI arranged recovery to a local repairer, the completion of the repair and choice of appropriate tyre was outside the scope of the policy. The policy terms made clear that policyholders must pay for spare parts and that UKI is not responsible for the actions or costs of garages. Since Mr K and the garage had hands-on access to the bike and damaged tyre, the choice of appropriate tyre was between Mr K and the repairer, not UKI's responsibility.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website