Not upheld: handling of policy amendments and vehicle additions; broker responsibilities complaint against One Sure Insurance Limited

Decision detail

Summary

Mr L complained about One Sure Insurance Limited's handling of his motor trade policy, specifically regarding the decline of three vehicles with modifications and issues accessing the Motor Insurance Database. One Sure referred the vehicles to the insurer for consideration, which was the correct process, and the insurer made the decision to decline them. The ombudsman found that One Sure acted appropriately in their role as a broker and that the contract is between Mr L and the insurer, not One Sure. MID access is arranged by the insurer and outside One Sure's control. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman determined that One Sure acted correctly as a broker by referring the vehicles to the insurer for consideration, and the insurer's decision to decline them was not One Sure's responsibility. The contract is between Mr L and the insurer, not One Sure. MID access issues are arranged by the insurer and outside One Sure's scope as a broker. The engineer's report request was from a previous broker and therefore not applicable to One Sure.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website