Not upheld: Motor insurance, claim handling complaint against Motor Products Online Limited

Decision detail

Summary

Mr A purchased an alloy wheel policy from Motor Products Online Limited in June 2023 and made a claim in July 2024. He was unhappy with the repairer options offered and complained that the website information about approved repairers was misleading. The ombudsman reviewed the sales process including emails and a phone call recording and found that MPO had provided accurate information about the network of around 200 approved repairers and the process for booking repairs at the closest location. Although the website information was not kept up-to-date, the ombudsman found this did not negatively impact the purchase decision. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman reviewed the sales journey and found that MPO provided accurate information during the sales call about the network of repairers and the process for booking repairs. While the website information was not kept up-to-date, this did not negatively impact Mr A's purchase decision. The ombudsman noted that Mr A was informed during the call about current local repairers and that repairs would be booked with the closest available repairer at the time of claim. The ombudsman also noted that Mr A could have asked specific questions about distance requirements during the sales call if he had concerns.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website