Not upheld: claim valuation, claim handling delays, unauthorised disposal of vehicle complaint against Admiral Insurance (Gibraltar) Limited

Decision detail

Summary

Mrs F claimed on her car insurance policy following damage from a third-party vehicle in August 2025. Admiral valued the car at £39,342.17 using an independent assessor's report examining six comparable vehicles, but Mrs F believed it was worth around £45,000. She also complained about delays in claim handling, the validation process requiring bank statement proof, lack of hire car provision, and the unauthorised disposal of her vehicle. The ombudsman found Admiral's valuation methodology fair and reasonable, the validation process justified, and the £300 compensation for unauthorised disposal adequate, and did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman applied the policy terms requiring Admiral to pay market value as defined in the policy. The independent assessor's methodology using comparable advertisements from near the date of loss was found to be fair and reasonable industry practice. The mileage adjustment made by the assessor was deemed appropriate. Mrs F's later advertisements from seven months after the loss were not considered reliable evidence of the market value at the date of loss. The validation process requiring bank statement proof was justified given the recent account change and the need to ensure correct payment. The eight-week complaint timescale is a regulatory requirement, not Admiral's responsibility. The £300 compensation for the disposal error was found to be fair compensation for the loss of opportunity to retain the car.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website