Not upheld: claims handling, inaccurate claim records, failure to communicate third party details complaint against West Bay Insurance Plc

Decision detail

Summary

Miss J complained about West Bay Insurance's handling of a motor insurance claim following a third-party vehicle collision on 1 August 2023. Her main grievances included inaccurate claim records on the CUE database that inflated her renewal quote, lack of guidance on pursuing a personal injury claim, and failure to communicate third party insurer details. West Bay made two compensation offers (£100.00 and then £250.00) and accepted parts of her complaints relating to communication and claims handling. The ombudsman found that West Bay correctly informed Miss J it was not handling the personal injury claim, that her actual subsequent premiums were reasonable despite the initial shock quote, and that insufficient evidence linked West Bay's actions to her serious health impacts and withdrawal from university. The complaint was not upheld and no additional compensation was directed.

The Ombudsman's reasoning

The ombudsman found that while the accident itself caused inconvenience and distress, West Bay correctly informed Miss J that it was not handling her personal injury claim and therefore was not obliged to provide detailed guidance on pursuing such claims. Although West Bay recorded the claim as 'open' on the CUE database, which resulted in a higher renewal quote, Miss J's actual subsequent premiums were significantly lower than the initial quote, and West Bay corrected the record after intervention. The ombudsman found insufficient evidence that West Bay's actions caused Miss J's serious health impacts, withdrawal from university, or being declared unfit for work, attributing these primarily to the accident itself. The £250.00 compensation was found to be fair and in line with FOS guidelines.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website