Not upheld: claim settlement - insufficient evidence and validation of transportation costs complaint against Aviva Insurance Limited

Decision detail

Summary

Mr and Mrs R complained that Aviva Insurance Limited failed to fully settle a medical expenses claim on their travel insurance policy, specifically regarding a £4,952 taxi fare claim for Mr R's return to the UK following an accident abroad in August 2025. While Aviva settled the medical expenses portion, it rejected the taxi fare claim due to concerns about the invoice provided and Mr R's inability to supply the original invoice or corroborating evidence of failed credit card transactions. The ombudsman found that Aviva's requests for further evidence were reasonable under the policy terms and that it is the policyholder's responsibility to provide sufficient proof of a valid claim. Although the complaint regarding the taxi fare was not upheld, the ombudsman directed Aviva to pay £100 compensation for delays in reviewing the claim.

The Ombudsman's reasoning

The ombudsman applied the policy terms which explicitly state that Aviva may require proof of booking and costs paid, and may refuse to settle costs where documentation cannot be provided. The ombudsman found that it is the insured person's responsibility to provide sufficient evidence of a valid claim. Aviva's concerns about the invoice (address mismatch, production date, inability to locate the car service) were reasonable and justified further enquiry. The requests for the original invoice and credit card evidence were not unreasonable, disproportionate, or onerous. Mr R's failure to provide this evidence meant Aviva could not validate the claim. However, the ombudsman acknowledged that Aviva took longer than it should have to review the claim and awarded compensation for this delay.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website