Not upheld: claim settlement fairness and communication failure complaint against Haven Insurance Company Limited
Financial Ombudsman decision DRN-6204071 of 2026-05-05T00:00:00+00:00. claim settlement fairness and communication failure complaint against Haven Insurance Company Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6204071 |
|---|---|
| Decision date | 2026-05-05T00:00:00+00:00 |
| Firm | Haven Insurance Company Limited |
| Product | motor insurance |
| Claim type | claim settlement fairness and communication failure |
| Outcome | Not upheld |
| Remedy | £100 compensation for poor communication (already paid by Haven). No further action required. |
Summary
Mr P complained about Haven's handling of a third-party motor insurance claim following a minor low-speed incident at a petrol station. He suspected fraud when the third-party claimed £11,000 in damages and hire costs without initial evidence, and offered CCTV footage, but Haven settled without consulting him. The Ombudsman found Haven's settlement was properly evidenced by an engineer's report and reasonable given the prestige vehicle involved, though it acknowledged a communication failure. The £100 compensation already paid was deemed appropriate, and the complaint was not upheld.
The Ombudsman's reasoning
While Haven failed to communicate adequately with Mr P despite his explicit request for updates, the settlement itself was properly evidenced and reasonable. The engineer's report supported the damage claim, the hire period was not excessive for a prestige vehicle, and repair costs were justified given the vehicle type and parts availability. The £100 compensation for the communication failure was within expected industry standards.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Haven Insurance Company Limited, all decisions | 401 | 47% |
Source
Read the original decision on the Financial Ombudsman Service website