Not upheld: failure to provide clear information during insurance application complaint against Grove and Dean Limited

Decision detail

Summary

Mr C complained that Grove and Dean failed to provide clear information about tracker requirements when he applied for motorhome insurance online. He confirmed the motorhome had a tracker but later discovered the policy required a specific type of tracker maintained under contract, which his did not. The policy was cancelled and he had to arrange alternative cover. Grove and Dean refunded charges and paid £50 compensation, but Mr C felt this was inadequate given the time and stress involved. The ombudsman found that sufficient information was provided via an information icon next to the tracker question and that Mr C should have read it, making the business's remedial actions fair and the complaint not upheld.

The Ombudsman's reasoning

The ombudsman found that while the tracker question was poorly worded, the information icon provided sufficient detail about the requirement for trackers to be maintained under contract. The ombudsman considered it reasonable to expect applicants to read all information provided with questions to ensure accurate responses. The information was sufficient to either inform Mr C that his tracker didn't meet requirements or alert him to query the point further. The business's remedial actions were fair and proportionate, and no actual loss occurred as there was no claim made.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website