Not upheld: Other regulated complaint complaint against Admiral Insurance (Gibraltar) Limited

Decision detail

Summary

Mr K complained about Admiral removing his telematics insurance discount after the insurer failed to receive regular driving data from his vehicle. Between July and November 2025, Admiral and Mr K exchanged communications about technical issues with the telematics device, including location permission problems and Mr K losing his phone. On 6 December 2025, Admiral sent a letter warning that the discount would be removed if the device was not paired by 13 December 2025, which Mr K claims he did not receive. Admiral subsequently removed the discount on 17 December 2025, charging Mr K an additional £221.32. The ombudsman found that Admiral made adequate attempts to support Mr K, was entitled to remove the discount under the policy terms, and was not obliged to contact Mr K by phone or email in addition to the letter sent in accordance with his communication preferences.

The Ombudsman's reasoning

The ombudsman found that Admiral made adequate attempts to support Mr K in resolving the data transmission issue. The policy terms clearly stated that Admiral must receive driving data at least once every 35 days and that failure to do so would result in removal of the discount or cancellation of the policy. Admiral was entitled to remove the discount in accordance with these terms. The ombudsman was satisfied that Admiral sent the 6 December 2025 letter correctly addressed and in accordance with Mr K's communication preferences, and that Admiral was not responsible for any deficiencies in the postal system. The ombudsman did not consider it fair or reasonable to require Admiral to act outside the policy terms by providing the discount when the required driving data had not been received.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website