Not upheld: claim settlement valuation and service failure complaint against Admiral Insurance (Gibraltar) Limited
Financial Ombudsman decision DRN-6256703 of 2026-05-28T00:00:00+00:00. claim settlement valuation and service failure complaint against Admiral Insurance (Gibraltar) Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6256703 |
|---|---|
| Decision date | 2026-05-28T00:00:00+00:00 |
| Firm | Admiral Insurance (Gibraltar) Limited |
| Product | car insurance |
| Claim type | claim settlement valuation and service failure |
| Outcome | Not upheld |
| Remedy | £75 compensation for poor service (already paid by Admiral) |
Summary
Miss K complained about the market value settlement of £3,175 Admiral paid for her car insurance claim and poor service including a missed callback and incorrect No Claims quote. Admiral upheld part of the complaint and paid £75 compensation. The ombudsman found Admiral's use of the highest motor trade guide valuation was reasonable and in line with the policy, and that the adverts Miss K provided were not persuasive evidence of undervaluation. The complaint was not upheld.
The Ombudsman's reasoning
The ombudsman applied the established approach that motor trade guides provide reliable 'retail transacted' valuations based on researched data. Admiral's decision to pay the highest of the main guides at £3,175 was reasonable and in line with the policy. The adverts Miss K provided were not persuasive evidence as they involved cars with lower mileage or additional specification. The £75 compensation for service failures was proportionate and in line with similar cases.
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