Not upheld: claim handling, alleged discrimination, settlement delays complaint against Tesco Underwriting Limited

Decision detail

Summary

Ms S complained that Tesco Underwriting Limited discriminated against her during the settlement of a car insurance claim by requesting evidence of costs twice and causing delays. Tesco had previously agreed to pay £500 compensation and settle claim costs upon receipt of supporting invoices, which Ms S accepted in January 2026. The ombudsman reviewed the complaint and found no evidence of duplicate information requests or unfair treatment. The ombudsman concluded that Tesco's request for invoices is standard practice and that Ms S was treated the same as any other customer in a similar position. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Tesco treated Ms S the same as any other customer in a similar position. It is standard practice for insurers to request invoices before settling costs. The ombudsman found no evidence that Tesco asked Ms S to provide the same information twice. While the settlement process took longer than Ms S preferred, the timescale was reasonable given the circumstances and information required.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website