Not upheld: unfair policy voidance and address verification complaint against AXA Insurance UK Plc

Decision detail

Summary

Ms S complained that AXA unfairly voided her motor insurance policy and forced her to obtain alternative cover at higher cost. AXA had become aware of conflicting address information after Ms S requested a second address be added to her policy. When AXA requested proof that Ms S lived at the address on the policy, she was unable to provide any evidence because she lived with her partner who held the bills. AXA voided the policy from inception and refunded all premiums after Ms S stated she did not want the policy. The ombudsman found AXA acted fairly and reasonably within its policy terms in requesting address verification and did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found it reasonable for AXA to request proof of address given the unclear circumstances regarding which was Ms S's correct address. The policy terms explicitly permitted AXA to audit details and request appropriate documents to validate information. Ms S's inability to provide any evidence of living at the declared address was unusual. AXA's decision to void the policy from inception with a full refund was fair given Ms S's own statement that she did not want the policy. Ms S was not forced to obtain alternative cover as she was provided with options.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website