Not upheld: claim handling delays and communication complaint against AXA Insurance UK Plc

Decision detail

Summary

Mr H complained that AXA handled his motor insurance claim poorly, resulting in delays and poor communication following a January 2024 collision. The claim was delayed between January 2024 and May 2025 due to Mr H's lack of response and his condition that the claim not proceed until liability was confirmed. After Mr H requested a cash settlement in August 2025, AXA instructed an engineer on 4 September 2025, but the report was not received until 10 October 2025, over a month later. The ombudsman found that while AXA could have obtained the report more quickly, its offer of £50 compensation and an apology was fair and sufficient. The ombudsman also declined to consider Mr H's complaints about repair cost valuation, hire car costs, and storage costs because these had not been formally raised with AXA before referral to the FOS.

The Ombudsman's reasoning

The ombudsman applied FCA DISP rules regarding what complaints can be considered by the FOS. Issues regarding repair cost valuation, hire car costs, and storage costs were excluded because Mr H had not formally complained about these matters to AXA before referring to the FOS. Regarding the delay in obtaining the engineer's report, the ombudsman acknowledged that while some time was reasonably required for inspection and assessment, this could have been achieved more quickly. However, the ombudsman found that AXA's acknowledgment of the delay and offer of £50 compensation with an apology was fair and sufficient remedy. The ombudsman noted that delays between January 2024 and May 2025 were largely attributable to Mr H's lack of response and his condition that the claim not proceed until liability was confirmed.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website