Not upheld: policy administration errors and inaccurate documentation complaint against Advantage Insurance Company Limited

Decision detail

Summary

Mr W complained that Advantage Insurance made mistakes when processing a change to his motor insurance policy, including producing inaccurate documents showing the incident date as 1 November instead of 2 November 2025, and running an unauthorised quote in December 2025. Mr W needed accurate documentation for court proceedings against the third party involved in the incident. The ombudsman found that while Advantage's processes did not meet Mr W's specific circumstances, the firm was not obliged to design its systems to accommodate litigation requirements, as the specific day of the incident was not material to its premium calculations. The complaint was not upheld, and no remedy was ordered.

The Ombudsman's reasoning

The ombudsman found that while Advantage's processes and notifications did not meet Mr W's specific circumstances, the firm was not obliged to design its systems to accommodate his particular needs, particularly litigation requirements. The ombudsman reasoned that Advantage's letter successfully confirmed the policy update and premium charge, which was its intended purpose. The ombudsman noted that the specific day of the incident was not material to Advantage's risk assessment or premium calculation, and that running a quote for the December correction was a standard system requirement with no detriment to Mr W. The ombudsman also noted that Advantage's complaint response did provide the confirmation Mr W needed regarding the defaulted date.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website