Upheld: unfair claim settlement - vehicle valuation complaint against Admiral Insurance (Gibraltar) Limited
Financial Ombudsman decision DRN-6329040 of 2026-05-08T00:00:00+00:00. unfair claim settlement - vehicle valuation complaint against Admiral Insurance (Gibraltar) Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6329040 |
|---|---|
| Decision date | 2026-05-08T00:00:00+00:00 |
| Firm | Admiral Insurance (Gibraltar) Limited |
| Product | motor insurance |
| Claim type | unfair claim settlement - vehicle valuation |
| Outcome | Upheld |
| Remedy | Settle claim based on £21,500 valuation; add 8% simple interest on difference (£5,000) from March 2025 to settlement date; pay cost of independent valuation report; pay £200 compensation for avoidable distress and inconvenience. |
Summary
Mr H claimed on his comprehensive motor insurance policy with Admiral after his car was declared a total loss in February 2025. Admiral valued the car at £16,500, but Mr H disputed this and provided example advertisements suggesting a higher value. After referral to the FOS, an independent valuation report recommended £21,500, yet Admiral maintained its original valuation. The ombudsman upheld the complaint, finding Admiral's valuation unfair because it relied on adverts that did not reflect the specific 'C spec' version of Mr H's rare limited edition car. The ombudsman directed Admiral to settle based on £21,500 with 8% interest, pay the independent valuation cost, and provide £200 compensation.
The Ombudsman's reasoning
The ombudsman found Admiral acted unfairly because it relied on example adverts that did not reflect the specific 'C spec' version of Mr H's car. Admiral's August 2025 adverts contained no 'C spec' examples, and December 2025 adverts were dated too late and mostly for different vehicle designs. In contrast, Mr H's contemporaneous March 2025 adverts for 'C spec' cars of the same make, model and colour showed prices of £21,995-£29,990. The independent valuation report of £21,500 was found more persuasive as it was impartial, considered the date of loss, and included a 'C spec' comparable at £22,995. The ombudsman concluded Admiral's valuation did not fairly reflect the market value of the specific car in question.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Admiral Insurance (Gibraltar) Limited, all decisions | 1,935 | 44% |
Source
Read the original decision on the Financial Ombudsman Service website