Not upheld: Home insurance claim disputes complaint against Accredited Insurance (Europe) Ltd
Financial Ombudsman decision DRN-6394638 of 2026-07-02T00:00:00+00:00. Home insurance claim disputes complaint against Accredited Insurance (Europe) Ltd. Outcome: Not upheld.
Decision detail
| Reference | DRN-6394638 |
|---|---|
| Decision date | 2026-07-02T00:00:00+00:00 |
| Firm | Accredited Insurance (Europe) Ltd |
| Product | Motor insurance |
| Claim type | Home insurance claim disputes |
| Outcome | Not upheld |
| Remedy | None. The complaint was not upheld. The ombudsman advised that if Mr J is unhappy with progress since December 2025, he must first raise concerns directly with AIEL before bringing a new complaint to the FOS. |
Summary
Mr J claimed on a temporary van insurance policy after his van was damaged in April 2025. AIEL declared the van a total loss but requested further verification documents due to discrepancies in Mr J's stated occupation and a motoring conviction on his licence. Mr J complained about the delay and lack of updates. The ombudsman found AIEL's enquiries were reasonable and necessary to validate the claim, that occupation is a significant rating factor, and that no avoidable delays occurred between April and December 2025. The complaint was not upheld.
The Ombudsman's reasoning
The ombudsman found that insurers are entitled to carry out reasonable enquiries to validate claims. The discrepancies in Mr J's occupation information and the motoring conviction required verification. The request for authenticated bank statements showing full account details was reasonable, as were requests for evidence of self-employment status. Occupation is a significant rating factor. AIEL was awaiting information from both Mr J and the police, so it was not in a position to progress the claim. No avoidable delays were identified between April and December 2025.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Accredited Insurance (Europe) Ltd, all decisions | 523 | 45% |
| Home insurance claim disputes, all decisions | 24,376 | 38% |
| Motor insurance, all decisions | 24,148 | 35% |
Source
Read the original decision on the Financial Ombudsman Service website