Upheld: Service failures generally complaint against QBE Europe SA/NV
Financial Ombudsman decision DRN-6334762 of 2026-06-16T00:00:00+00:00. Service failures generally complaint against QBE Europe SA/NV. Outcome: Upheld.
Decision detail
| Reference | DRN-6334762 |
|---|---|
| Decision date | 2026-06-16T00:00:00+00:00 |
| Firm | QBE Europe SA/NV |
| Product | Motor insurance |
| Claim type | Service failures generally |
| Outcome | Upheld |
| Remedy | 1. Reimburse M for 68 days of hire charges from 12 August 2024 at the actual daily rate shown in invoices (excluding road tax element), plus 8% simple interest per annum from the date of hire to date of reimbursement. 2. Pay £200 compensation for inconvenience caused by handling of the claim. |
Summary
M, a limited company, claimed under its motor fleet insurance policy with QBE for a vehicle damaged by a third party in April 2024. QBE delayed settlement for approximately 68 days, requiring driver date of birth confirmation despite having the driver's test pass date (September 2014) which proved the driver was over 25 years old and met policy requirements. M incurred over £15,000 in replacement vehicle hire costs and sought reimbursement and compensation. The ombudsman upheld the complaint, finding QBE's delay was avoidable and ordered reimbursement of 68 days of hire costs plus 8% interest and £200 compensation for inconvenience.
The Ombudsman's reasoning
The ombudsman determined that QBE had sufficient information from 27 August 2024 to proceed with claim assessment, as the driver's test pass date of September 2014 mathematically proved the driver was over 25 years old at the time of the accident. QBE's requirement for formal date of birth confirmation was unreasonable given it had not requested independent proof such as a driving licence or birth certificate. The 68-day delay from claim notification (12 August 2024) to settlement offer (November 2024) was therefore avoidable. While the agent's collection delays caused inconvenience, they did not extend the hire period since M had received the majority of settlement funds and could have replaced the vehicle. Additional compensation was warranted for the overall inconvenience caused.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| QBE Europe SA/NV, all decisions | 4 | 50% |
| Service failures generally, all decisions | 34,193 | 32% |
| Motor insurance, all decisions | 24,103 | 35% |
Source
Read the original decision on the Financial Ombudsman Service website