Partially upheld: claim mishandling, poor communication, repeated information requests, missed callbacks, inadequate complaint handling complaint against Admiral Insurance Company Limited
Financial Ombudsman decision DRN-6120736 of 2026-04-28T00:00:00+00:00. claim mishandling, poor communication, repeated information requests, missed callbacks, inadequate complaint handling complaint against Admiral Insurance Company Limited. Outcome: Partially upheld.
Decision detail
| Reference | DRN-6120736 |
|---|---|
| Decision date | 2026-04-28T00:00:00+00:00 |
| Firm | Admiral Insurance Company Limited |
| Product | motor insurance |
| Claim type | claim mishandling, poor communication, repeated information requests, missed callbacks, inadequate complaint handling |
| Outcome | Partially upheld |
| Remedy | Admiral Insurance Company Limited directed to pay Mr M £100.00 in addition to its previous payment of £200.00, for a total of £300.00 compensation for distress and inconvenience. |
Summary
Mr M complained that Admiral mishandled his motor insurance claim following a car incident reported in August 2025. Admiral's failures included unclear communication about bank statement requirements, failure to provide regular updates requiring Mr M to chase progress, missed callbacks, and inadequate complaint handling procedures. The ombudsman found that while the three-month investigation period was reasonable, Admiral's specific failures caused Mr M distress and inconvenience during an already difficult time. The ombudsman upheld the complaint in part and directed Admiral to pay £100.00 additional compensation (total £300.00) but declined to investigate additional complaint points that had not been raised with Admiral before the final response of 18 November 2025.
The Ombudsman's reasoning
The ombudsman identified specific failures by Admiral in its claims handling: unclear communication regarding bank statement requirements, failure to provide regular updates, missed callbacks, and inadequate complaint handling procedures. However, the ombudsman did not hold Admiral responsible for the three-month period from mid-August to mid-November 2025, as this was a reasonable timeframe given the significant issues requiring investigation. The ombudsman considered the cumulative impact of Admiral's failures on Mr M during an already difficult time and determined that £300.00 total compensation was fair and reasonable in line with FOS published guidelines for distress and inconvenience.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Admiral Insurance Company Limited, all decisions | 1,949 | 35% |
Source
Read the original decision on the Financial Ombudsman Service website