Not upheld: claim decline - alleged inconsistencies in accident account complaint against First Central Underwriting Limited

Decision detail

Summary

Mr D purchased motor insurance in May 2025 and made a claim 12 days later for accident damage. First Central investigated the claim and identified material inconsistencies in Mr D's account of how the accident occurred. First Central repudiated the claim on 12 August 2025 based on these inconsistencies. Mr D complained about the claim decline, the delay in assessment, lack of courtesy car provision, and emotional distress caused. The ombudsman found First Central's investigation persuasive and concluded they acted fairly and reasonably in exercising their contractual right to repudiate the claim based on the identified inconsistencies.

The Ombudsman's reasoning

The ombudsman found First Central's investigation to be detailed and persuasive, with legitimate grounds to doubt Mr D's version of events based on identified inconsistencies. First Central had the right to assess and investigate the claim, and the timescale for investigation and repudiation was reasonable given the need to conduct interviews and further investigations. The ombudsman's role was to determine whether First Central acted fairly and reasonably, not to assess the claim itself.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website