Not upheld: Account administration errors complaint against INSURE & GO INSURANCE SERVICES LIMITED

Decision detail

Summary

Mrs M complained about I&G's handling of her request to cancel her annual travel insurance policy made on 21 May 2025. Although I&G's call handler failed to process the cancellation at that time, the firm did not formally offer a refund until November 2025, representing a six-month delay. I&G offered a pro-rata refund backdated to 21 May 2025 with 8% simple interest. The ombudsman found this offer fair and reasonable as it placed Mrs M in the financial position she would have been in had the cancellation been processed when requested, and noted I&G was unaware of the cancellation complaint until the FOS intervened. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman acknowledged that I&G unreasonably delayed in processing Mrs M's cancellation request from 21 May 2025 until November 2025. However, the ombudsman found that I&G's offer to backdate the cancellation to 21 May 2025 and pay 8% simple interest on the pro-rata refund placed Mrs M in the financial position she would have been in had the cancellation been processed when requested. The ombudsman noted that Mrs M's concerns primarily related to the upgrade sale rather than the cancellation delay, and that I&G was not aware of the cancellation complaint until the FOS intervened. The ombudsman found I&G dealt with all concerns within regulatory timeframes and that the refund offer complied with the policy terms.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website