Not upheld: unfair premium charges and renewal process complaint against Hastings Insurance Services Limited

Decision detail

Summary

Mr M complained that Hastings Insurance treated him unfairly by charging a higher premium when he was unable to renew his motor insurance policy before the deadline while abroad. Mr M claimed Hastings told him he could renew up to 16 December 2025 and that technical issues with the app and an inaccessible 0333 phone number prevented him from renewing on time. The ombudsman found that Hastings clearly stated the renewal deadline as 15 December 2025, was not obliged to provide alternative contact methods for overseas customers, and fairly charged a new premium when the renewal quote expired after the deadline passed. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Hastings provided clear and accurate information about the renewal deadline of 15 December 2025. While Mr M experienced technical difficulties, the ombudsman considered that Hastings was not obliged to provide an alternative phone number for overseas customers, as the 0333 number can technically be called from abroad depending on the phone provider's support. Since Mr M did not renew by the stated deadline, Hastings was not at fault in quoting a different premium when the family member renewed on 16 December 2025. Previous forbearance by Hastings did not create an obligation to honour the renewal premium after the deadline had passed.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website