Not upheld: claim handling - delays and communication complaint against Accredited Insurance (Europe) Ltd

Decision detail

Summary

Mr M complained that Accredited unfairly handled his motor insurance claim following damage to his parked vehicle in November 2025. The claim was accepted and repairs were arranged, completed within the estimated 7-10 working days by 23 December 2025. However, the vehicle could not be returned that day due to high demand, and the repairer closed for holidays until 6 January 2026, when the vehicle was finally returned. Mr M was also unhappy with poor communication and delayed notification about third-party recovery. The ombudsman found that while Accredited had service failings in communication, the impact was mitigated by the provision of a courtesy car throughout the period, and the complaint was not upheld.

The Ombudsman's reasoning

The ombudsman applied regulatory rules requiring firms to handle claims promptly and fairly, avoiding unreasonable or unnecessary delays. While Accredited failed to communicate promptly about third-party recovery and the vehicle return was delayed due to holiday closure, these failings did not materially impact the claim outcome. The repairs were completed within the stated 7-10 working day timescale. The provision of a courtesy car throughout the period was a significant mitigating factor that allowed Mr M to remain mobile and continue daily activities, which the ombudsman considered important in assessing the impact of delays in motor claims.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website