Not upheld: inaccurate correspondence and complaint handling complaint against AXA Insurance UK Plc

Decision detail

Summary

Mr E complained that AXA sent him inaccurate correspondence after deciding not to renew his motor insurance policy. The June 2025 letter stated that Mr E had chosen not to renew, when in fact AXA had made that decision and had not provided a renewal quote. Mr E said the inaccuracy caused him substantial upset and would require him to explain the error to future insurers when presenting it as proof of his no-claims discount. The ombudsman found the letter was indeed inaccurate but did not uphold the complaint, determining that the inaccuracy alone did not warrant compensation and that the letter was distinct from the formal NCD certificate insurers would normally seek.

The Ombudsman's reasoning

The ombudsman acknowledged the letter was inaccurate but found that receiving an incorrect letter, while causing frustration and upset, alone did not warrant compensation. The ombudsman considered the NCD letter distinct from the NCD certificate which insurers would normally seek as proof, and therefore the inaccuracy was unlikely to impact Mr E's future policies. The ombudsman found the main source of Mr E's distress was AXA's decision not to renew the policy itself, which had been addressed in a separate complaint, rather than the letter.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website