Partially upheld: claims mishandling, misrepresentation about solicitor instruction, poor communication complaint against Admiral Insurance (Gibraltar) Limited
Financial Ombudsman decision DRN-6245644 of 2026-04-15T00:00:00+00:00. claims mishandling, misrepresentation about solicitor instruction, poor communication complaint against Admiral Insurance (Gibraltar) Limited. Outcome: Partially upheld.
Decision detail
| Reference | DRN-6245644 |
|---|---|
| Decision date | 2026-04-15T00:00:00+00:00 |
| Firm | Admiral Insurance (Gibraltar) Limited |
| Product | motor insurance |
| Claim type | claims mishandling, misrepresentation about solicitor instruction, poor communication |
| Outcome | Partially upheld |
| Remedy | Admiral should pay Ms F additional compensation of £150 (bringing total to £350) in relation to distress and inconvenience. If the original £200 compensation has not been paid, Admiral should also pay that amount so the total is £350. |
Summary
Ms F complained about Admiral's handling of her motor insurance claim following a July 2024 road traffic accident. Ms F alleged Admiral provided unclear information, failed to keep her informed, falsely stated it had instructed solicitors H, and provided inadequate support for excess recovery. Admiral apologised for poor communication and paid £200 compensation, later offering an additional £150. The Ombudsman found Admiral did not actually instruct H despite telling Ms F it had, which was unfair and unreasonable, but found the excess is an uninsured loss and Admiral's recovery position was fair. The Ombudsman upheld the complaint partially and confirmed total compensation of £350 was fair and reasonable.
The Ombudsman's reasoning
Admiral gave Ms F incorrect information when it stated it had instructed H, when in fact it had not done so. While it is unclear whether this affected the progress of the claim, Admiral did not treat Ms F fairly and reasonably by providing false information. The excess is an uninsured loss and Admiral is not required to recover it under the policy, so Admiral's position on recovery was fair. The total compensation of £350 is fair and reasonable considering the nature, extent and duration of Ms F's distress and inconvenience arising from Admiral's errors.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Admiral Insurance (Gibraltar) Limited, all decisions | 1,935 | 44% |
Source
Read the original decision on the Financial Ombudsman Service website