Partially upheld: claim handling, poor communication, refusal to cover non-accident related repairs, courtesy car provision complaint against Aviva Insurance Limited

Decision detail

Summary

Miss W complained about Aviva's handling of her motor insurance claim following a September 2025 accident. The main issues were: (1) Aviva's refusal to cover a battery fault that developed whilst the car was with its repairer, (2) provision of an unsuitable three-door courtesy car when Miss W requested a five-door upgrade, and (3) poor communication during the claim process. The ombudsman found Aviva's decision to refuse the battery repairs was fair based on expert evidence showing the fault was due to wear and tear, not accident or repair-related. The courtesy car provision complied with policy terms, and Aviva voluntarily provided an upgrade. The ombudsman upheld the complaint partially, finding the £350 compensation for poor communication to be fair and reasonable.

The Ombudsman's reasoning

The ombudsman concluded that Aviva fairly relied on expert evidence (senior engineer and independent main dealer assessment) in determining the battery fault was due to wear and tear rather than accident or repair-related damage. The ombudsman found no obligation for Aviva to obtain further formal diagnostic reports. Regarding the courtesy car, the ombudsman found Aviva's offer of a three-door hatchback was in line with policy entitlements, and the voluntary upgrade to a five-door car exceeded contractual obligations. The £350 compensation was deemed fair for poor communication and lack of updates, as the majority of Miss W's distress stemmed from her reluctance to accept Aviva's decision rather than unfair treatment.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website