Not upheld: Service failures generally complaint against Covea Insurance plc

Decision detail

Summary

Mr M complained to the Financial Ombudsman Service about Covea Insurance plc's handling of a motor insurance claim following an accident. The claim was complicated by initial involvement of a claims management company, a disputed write-off, questions about damage amounts based on CCTV evidence, and notably, the car being involved in another accident affecting the same area after Mr M had it repaired. While the investigator partly upheld the complaint and recommended £100 compensation for delays, the ombudsman reversed this decision, finding that the delays were understandable given the claim's complexity and Covea's legitimate investigative concerns. The complaint was not upheld and no compensation was awarded.

The Ombudsman's reasoning

The ombudsman accepted that while Covea could have been quicker and more proactive in providing updates, the delays were understandable given the complicated nature of the claim. The involvement of a claims management company, the disputed write-off, questions about damage amounts, and critically, the car being involved in another accident to the same area before Covea could inspect the original repair, all raised legitimate questions that justified Covea's cautious approach. The fact that Mr M had not responded to Covea's recent request for further information also supported the view that delays were not unreasonable.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website