Upheld: claims handling - unfair valuation, inadequate explanation of total loss decision, unjustified salvage fee, poor customer service (portal access) complaint against One Insurance Limited
Financial Ombudsman decision DRN-6208551 of 2026-05-29T00:00:00+00:00. claims handling - unfair valuation, inadequate explanation of total loss decision, unjustified salvage fee, poor customer service (portal access) complaint against One Insurance Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6208551 |
|---|---|
| Decision date | 2026-05-29T00:00:00+00:00 |
| Firm | One Insurance Limited |
| Product | motor insurance |
| Claim type | claims handling - unfair valuation, inadequate explanation of total loss decision, unjustified salvage fee, poor customer service (portal access) |
| Outcome | Upheld |
| Remedy | One Insurance Limited must: (1) Pay Mr N £6,583 for market valuation less previous payment, deducting 24% salvage amount only, plus 8% simple interest from date of previous payment; (2) Provide tax documentation if income tax deducted from interest; (3) Provide independent engineer's report on total loss determination if Mr N requests; (4) Pay £300 compensation for distress and inconvenience. |
Summary
Mr N claimed for damage to his car following a 17 June 2025 accident, which One Insurance deemed a total loss. Mr N disputed the total loss determination, the market valuation of £5,250, the 30% salvage fee applied despite wanting to retain the car, and the premium increase. He also experienced difficulties accessing information on One Insurance's portal and received conflicting explanations. The ombudsman upheld the complaint, finding One Insurance's valuation unsupported by persuasive evidence, the total loss determination unexplained, and the salvage fee unjustified. The ombudsman ordered One Insurance to pay £6,583 (the higher trade valuation), reduce the salvage fee to 24%, pay 8% interest, and provide £300 compensation for distress and inconvenience.
The Ombudsman's reasoning
The ombudsman upheld the complaint on the basis that One Insurance failed to provide fair market valuation supported by persuasive evidence, failed to explain why the car was deemed a total loss, failed to justify the 30% salvage fee, and failed to assist the customer with portal access issues. The ombudsman found the trade valuation guides more persuasive than One Insurance's adverts, particularly as only one advert matched the car's year and it had higher mileage. The ombudsman determined that £6,583 was the fairer valuation, that 24% salvage was appropriate, and that £300 compensation was warranted for distress caused by lack of clear information and portal difficulties.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| One Insurance Limited, all decisions | 396 | 63% |
Source
Read the original decision on the Financial Ombudsman Service website