Not upheld: Home insurance claim disputes complaint against Admiral Insurance (Gibraltar) Limited
Financial Ombudsman decision DRN-6236042 of 2026-06-19T00:00:00+00:00. Home insurance claim disputes complaint against Admiral Insurance (Gibraltar) Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6236042 |
|---|---|
| Decision date | 2026-06-19T00:00:00+00:00 |
| Firm | Admiral Insurance (Gibraltar) Limited |
| Product | Motor insurance |
| Claim type | Home insurance claim disputes |
| Outcome | Not upheld |
| Remedy | £150 compensation for delays in the claim, poor communication, and failure to obtain CCTV footage. Admiral to reissue compensation by cheque if not received or if cheque has expired. Mr P can make a claim for repairs on his policy as a fault claim, subject to paying the policy excess. |
Summary
Mrs P and Mr P complained about Admiral's handling of a motor insurance claim following a hit-and-run collision. Mr P provided Admiral with details of available CCTV footage that he believed would establish the other driver's liability, but Admiral failed to respond in time to a payment request and the footage was deleted. While Admiral acknowledged the avoidable delay, the ombudsman found it unlikely the footage would have identified the driver or changed the claim outcome, particularly given discrepancies in Mr P's account of the driver's gender. The ombudsman upheld Admiral's offer of £150 compensation for the trouble and upset caused and did not require any increase to this amount.
The Ombudsman's reasoning
The ombudsman acknowledged Admiral's avoidable delay in responding to the council's payment request for CCTV footage, which caused frustration and disappointment. However, the ombudsman concluded that even if the footage had been obtained, it was unlikely to have identified the driver or changed the claim outcome, as overhead camera footage would not have captured a clear image of the driver's face. The ombudsman noted a discrepancy in Mr P's account of the driver's gender and the other insurer's account, which further supported the conclusion that the footage would not have resolved liability. The ombudsman found Admiral's £150 compensation offer appropriate for the trouble and upset caused.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Admiral Insurance (Gibraltar) Limited, all decisions | 1,956 | 43% |
| Home insurance claim disputes, all decisions | 25,670 | 38% |
| Motor insurance, all decisions | 24,103 | 35% |
Source
Read the original decision on the Financial Ombudsman Service website