Not upheld: Motor insurance, claim handling complaint against Aviva Insurance Limited

Decision detail

Summary

Miss G claimed on her motor insurance policy with Aviva after a non-fault accident in October 2024 that resulted in her car being written off. She requested the return of personal items left in the vehicle, but only received some items in December 2024, with nothing from the boot. After months of limited communication and reminders, Aviva eventually agreed to reimburse £36 for the missing items (shopping bag, notebook, pen, umbrella, and cardigan) once Miss G specified them to the FOS. The ombudsman found that while Aviva's service could have been better, it acted reasonably overall and that Miss G should have provided the item list when Aviva requested it, rather than waiting for FOS involvement. The complaint was not upheld, and no additional compensation was awarded.

The Ombudsman's reasoning

The ombudsman found that while Aviva's service could have been better, it acted reasonably overall. Although Aviva should have followed up on Miss G's 20 January 2025 email mentioning missing items, the ombudsman considered that Miss G should have provided the specific list of items when asked by Aviva on 18 January 2025, rather than waiting until contacted by the FOS. The ombudsman accepted Aviva's explanation for delayed email responses due to high volume from storms and floods, and found that Aviva's suggestion of alternative contact methods (calls/live chat) was reasonable. The ombudsman concluded that Aviva's financial offer of £36 was appropriate and that the level of service, while not ideal, did not warrant compensation for distress and inconvenience.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website