Upheld: Motor insurance, total loss valuation complaint against Admiral Insurance (Gibraltar) Limited
Financial Ombudsman decision DRN-6273755 of 2026-06-25T00:00:00+00:00. Motor insurance, total loss valuation complaint against Admiral Insurance (Gibraltar) Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6273755 |
|---|---|
| Decision date | 2026-06-25T00:00:00+00:00 |
| Firm | Admiral Insurance (Gibraltar) Limited |
| Product | Motor insurance |
| Claim type | Motor insurance, total loss valuation |
| Outcome | Upheld |
| Remedy | Admiral must settle the claim at £15,792 (subject to policy terms), deduct any interim payment already made, and pay simple interest on the balancing amount at the time-weighted average Bank of England base rate plus one percentage point from the date of interim payment to settlement date. Admiral must provide tax documentation if required. |
Summary
Mr T claimed on his Admiral motor insurance policy following a collision that resulted in his car being declared a total loss. Admiral valued the car at £15,341.33, but Mr T believed it was worth approximately £16,800. The ombudsman reviewed four valuation guides which ranged from £14,695 to £15,792. Finding that Admiral's valuation was 2.85% below the highest guide value without adequate supporting evidence, the ombudsman upheld the complaint and directed Admiral to settle at £15,792 plus interest, in line with FOS's standard approach to valuation disputes.
The Ombudsman's reasoning
The ombudsman applied FOS's standard approach of using valuation guides to assess whether an insurer's offer is reasonable. When an insurer settles below the highest valuation guide, it must provide evidence to justify the lower figure. Admiral failed to provide sufficient evidence beyond relying on the accident management company's valuation. The adverts and other information provided by both parties were inconclusive and showed a range of values. Therefore, Admiral should settle at the highest guide value of £15,792.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Admiral Insurance (Gibraltar) Limited, all decisions | 1,956 | 43% |
| Motor insurance, total loss valuation, all decisions | 3,483 | 35% |
| Motor insurance, all decisions | 24,103 | 35% |
Source
Read the original decision on the Financial Ombudsman Service website