Not upheld: claim handling delay and information requests complaint against First Central Underwriting Limited

Decision detail

Summary

Mr M complained that First Central caused delays in settling his car insurance claim following a collision with a deer. First Central initially treated it as a total loss but changed this after reviewing images. When Mr M declined to use an approved repairer, First Central requested a detailed cost estimate. Mr M provided a summary estimate lacking parts and labour details, and First Central requested more information. Mr M complained on 17 November 2025 and First Central responded on 20 November 2025 not upholding the complaint. The ombudsman could only consider matters up to 20 November 2025 without First Central's consent and found that First Central acted reasonably in requesting proper documentation and communicating policy terms during this period.

The Ombudsman's reasoning

The ombudsman applied FCA rules limiting FOS jurisdiction to complaints where the insurer has provided a final response or eight weeks have passed without response. First Central provided a final response on 20 November 2025, so matters after this date could not be considered without First Central's consent, which was not provided. Regarding the period up to 20 November 2025, the ombudsman found First Central dealt with Mr M's requests within reasonable timeframes and set out what information was needed in line with the policy. The request for a detailed breakdown from Mr M's preferred garage was reasonable given that Mr M had requested additional damage to be considered after the initial estimate. The ombudsman found the courtesy vehicle exclusion for non-approved repairers to be a standard policy term and not unreasonable.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website