Partially upheld: mishandling of incident notification and CUE database recording complaint against AXA Insurance UK Plc trading as Moja

Decision detail

Summary

Mr D complained about AXA's handling of an incident notification in January 2026 involving an electric bike hitting his parked car. He had explicitly stated he did not want to make a claim, only to notify AXA, but the firm's out-of-hours system auto-logged it as a claim, triggering automatic legal cover and resulting in solicitor contact. AXA acknowledged the error, apologised, and offered £50 compensation. Mr D was also unhappy that AXA recorded the incident on the CUE database. The ombudsman upheld the complaint regarding the initial mishandling and found the £50 compensation fair, but did not uphold the complaint about CUE recording, determining that as a CUE member, AXA is required to record all incidents.

The Ombudsman's reasoning

The ombudsman found AXA's handling of the initial incident notification was at fault because the out-of-hours system auto-logged it as a claim despite Mr D's explicit request not to make a claim. The £50 compensation was deemed fair for this error. However, regarding CUE recording, the ombudsman determined that as AXA is a signed-up member of CUE, it is required to record all incidents regardless of whether they result in claims, and this is a commercial decision outside the ombudsman's remit to challenge.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website