Upheld: Motor insurance, claim handling complaint against Admiral Insurance (Gibraltar) Limited
Financial Ombudsman decision DRN-6132600 of 2026-07-06T00:00:00+00:00. Motor insurance, claim handling complaint against Admiral Insurance (Gibraltar) Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6132600 |
|---|---|
| Decision date | 2026-07-06T00:00:00+00:00 |
| Firm | Admiral Insurance (Gibraltar) Limited |
| Product | Motor insurance |
| Claim type | Motor insurance, claim handling |
| Outcome | Upheld |
| Remedy | Admiral Insurance (Gibraltar) Limited is directed to pay further compensation of £150 for distress and inconvenience caused to Miss D. If the previously offered £325 has not already been paid, Admiral is directed to pay this amount as well. |
Summary
Miss D complained about Admiral's handling of a motor insurance claim following an accident in October 2023. Her complaints included lack of communication with Admiral and the third party, insufficient information about court proceedings, and the claim remaining open and unsettled for an extended period. Admiral acknowledged it could have done more and offered £325 in compensation, which the investigator found insufficient and recommended an additional £150. The ombudsman upheld the complaint, finding the claim handling caused Miss D considerable distress and inconvenience, and directed Admiral to pay the additional £150 compensation (plus the £325 if not already paid).
The Ombudsman's reasoning
The ombudsman acknowledged that while claims can take time to assess and settle, particularly where liability is disputed, Admiral's handling caused Miss D considerable distress, upset, worry, and significant inconvenience over several years. The ombudsman agreed with the investigator that Admiral's initial offer of £325 did not adequately compensate for the impact, particularly given that Miss D had not received confirmation the claim was closed as of the final response letter. The ombudsman found that an additional £150 was appropriate to fairly recognise the impact on Miss D.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Admiral Insurance (Gibraltar) Limited, all decisions | 1,973 | 43% |
| Motor insurance, claim handling, all decisions | 12,930 | 33% |
| Motor insurance, all decisions | 24,148 | 35% |
Source
Read the original decision on the Financial Ombudsman Service website