Partially upheld: Service failures generally complaint against Haven Insurance Company Limited

Decision detail

Summary

Mr A complained about Haven's cancellation of his motor insurance policy, which was subject to telematics tracking requirements. Haven issued a seven-day cancellation notice on 24 July 2025 and then an immediate effect cancellation on 28 July 2025 based on driving data showing dangerous speeding behaviour. The ombudsman upheld the cancellation as justified under the policy terms, as telematics data showed the vehicle driven at 60-70mph in a 50mph zone. However, the ombudsman found Haven's communication regarding the driving score system and cancellation process was unclear and unfairly presented, causing Mr A distress and inconvenience. The complaint was partially upheld, with Haven directed to pay £200 compensation for unfair communication and handling, but the cancellation decision itself was not reversed.

The Ombudsman's reasoning

The ombudsman found that Haven was entitled to cancel the policy with immediate effect based on the telematics data showing dangerous and illegal driving behaviour (speeds of 60-70mph in a 50mph zone), which fell within the policy's express terms permitting cancellation for such conduct. However, the ombudsman determined that Haven failed to clearly explain their driving score system and the basis for the initial seven-day cancellation notice, resulting in unfair communication that caused Mr A unnecessary distress and inconvenience, warranting compensation despite the cancellation being justified.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website