Partially upheld: claims handling and communication failures complaint against Haven Insurance Company Limited

Decision detail

Summary

Mr Q complained about Haven's handling of a motor insurance claim following a road traffic accident in February 2025 where his stationary vehicle was struck by a loading van. Although Haven initially indicated the claim would be non-fault, the third-party insurer disputed liability. Mr Q was unhappy that Haven required him to claim under his own comprehensive policy (involving an excess payment) to proceed with repairs, and complained about unclear communication and conflicting information from different handlers. The ombudsman upheld the complaint in part, finding that while Haven acted fairly regarding the liability dispute and policy requirements, their communication could have been clearer. The ombudsman awarded £150 compensation for distress and inconvenience but rejected requests for premium refunds, repair completion on a goodwill basis, and increased compensation.

The Ombudsman's reasoning

While Haven acted fairly in not funding repairs or guaranteeing recovery without a claim under Mr Q's policy, and was entitled to take the position that liability was disputed, the ombudsman found that Haven's communication and explanations throughout the claim could have been clearer. The confusion arose partly because Haven misunderstood the documents Mr Q provided (servicing invoices rather than repair estimates), and Mr Q remained unclear about his available options and the implications of his choices. The ombudsman determined that £150 compensation for distress and inconvenience was appropriate to address these communication failures, while rejecting requests for premium refunds, repair completion on a goodwill basis, or increased compensation as not supported by evidence of financial loss.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website