Not upheld: Motor insurance, claim handling complaint against Haven Insurance Company Limited

Decision detail

Summary

Mr R complained to the Financial Ombudsman Service about Haven Insurance's handling of his third party car insurance claim following a road traffic accident in December 2025. Mr R believed he was not at fault and provided extensive evidence, but Haven advised that without corroborating evidence such as dashcam footage or witness statements, the claim might be settled as split liability (50/50). The ombudsman found the complaint premature as the claim had not yet been settled and determined that Haven had treated Mr R fairly by providing opportunities to present evidence and indicating they would defend his position. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman noted that the policy terms explicitly give Haven the right to settle claims as they decide. Haven had given Mr R every opportunity to present evidence and arguments, indicated they would defend his position, and had not yet made a final decision on settlement. The complaint was premature as it concerned an outcome that had not yet occurred. The ombudsman could not find that Haven had treated Mr R unfairly or unreasonably in their handling of the claim up to the point of their final response.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website