Upheld: unfair vehicle valuation in theft claim complaint against Admiral Insurance (Gibraltar) Limited
Financial Ombudsman decision DRN-6067652 of 2026-04-14T00:00:00+00:00. unfair vehicle valuation in theft claim complaint against Admiral Insurance (Gibraltar) Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6067652 |
|---|---|
| Decision date | 2026-04-14T00:00:00+00:00 |
| Firm | Admiral Insurance (Gibraltar) Limited |
| Product | Motor insurance |
| Claim type | unfair vehicle valuation in theft claim |
| Outcome | Upheld |
| Remedy | Admiral must settle the claim at £24,000 (an additional £718 beyond its original offer of £23,282). Admiral must pay 8% simple interest per year on the £718 from the date of its interim payment offer to the date of payment. Admiral must provide tax documentation if required. |
Summary
Mr J claimed on his motor insurance policy after his car was stolen and not recovered. Admiral valued the vehicle at £23,282 based on three valuation guides, which Mr J disputed, arguing the valuation should be based on main dealership prices and include optional extras. The ombudsman found that while Admiral's valuation was close to the highest guide figure of £24,000, it was not fair and reasonable given the consistent range of guide valuations. The ombudsman upheld the complaint and ordered Admiral to pay £24,000 (an additional £718) plus 8% simple interest, rejecting Mr J's argument that market should be restricted to main dealerships.
The Ombudsman's reasoning
The ombudsman found that Admiral's valuation of £23,282 was not fair and reasonable despite being only 2.99% below the highest guide valuation. The valuation guides produced a consistent range with the highest at £24,000. The website adverts provided by Admiral showed significant variation and were less persuasive than the guides. Given the absence of evidence to support a lower valuation and to avoid detriment to Mr J, the highest guide valuation of £24,000 was determined to be fair. The ombudsman rejected Mr J's argument that 'market' should be restricted to main dealership sales, confirming that market refers to geographical location (UK) and that consulting guides was fair and reasonable.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Admiral Insurance (Gibraltar) Limited, all decisions | 1,935 | 44% |
| Motor insurance, all decisions | 23,874 | 35% |
Source
Read the original decision on the Financial Ombudsman Service website