Not upheld: claims handling delay and investigation procedures; reasonable adjustments for vulnerable consumer complaint against Admiral Insurance (Gibraltar) Limited

Decision detail

Summary

Ms H claimed on her motor insurance policy after her vehicle was stolen and recovered burnt out on 12 September 2025. Admiral instructed external investigators in late October 2025 due to concerns about the theft's unusual circumstances and Ms H's financial difficulties (late loan payments and difficulty obtaining credit). Ms H objected to the investigation process, refusing a face-to-face interview due to her medical condition and challenging the request for itemised phone records. Admiral offered a video link interview as a reasonable adjustment and maintained its investigation was necessary to validate the claim. The ombudsman found Admiral's investigation procedures reasonable and its offered adjustment adequate, declining to uphold the complaint despite acknowledging some service shortcomings.

The Ombudsman's reasoning

The ombudsman found it reasonable for Admiral to investigate the claim thoroughly given that theft claims are complicated and the circumstances were unusual (a targeted vehicle type recovered burnt out immediately after theft). The ombudsman considered Admiral's request for financial information appropriate as financial difficulties could be relevant to a theft claim. Regarding reasonable adjustments, the ombudsman found the video link interview accommodated Ms H's stated needs adequately. The ombudsman acknowledged Admiral's service was below standard in some respects but concluded this did not constitute unreasonable conduct overall, as claim validation requires thorough investigation.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website