Not upheld: Home insurance claim disputes complaint against Haven Insurance Company Limited

Decision detail

Summary

Mr R claimed on his motor insurance following a December 2025 accident. Haven initially provided an incorrect offer meant for the third party, which was corrected within two weeks. Mr R withdrew his claim and arranged repairs himself, then complained about Haven's handling. Haven refunded repair and storage costs, offered £924 for hire vehicle cover, and paid £200 compensation. Mr R sought reimbursement for lost earnings, arguing he would have earned more with a hire car. The ombudsman did not uphold the complaint, finding Haven's offer fair and noting Mr R had a duty to mitigate losses by utilizing available hire vehicle cover.

The Ombudsman's reasoning

The ombudsman agreed with the investigator that Haven's remedial offer was reasonable and fair. Although Haven made an error, it had put Mr R back into the position he would have been in had the error not occurred by reimbursing repairs and storage. The policy did not cover loss of income, but Mr R had hire vehicle cover available which would have allowed him to continue working. The ombudsman found Mr R had a duty to mitigate his losses by utilizing the hire vehicle option. The £200 compensation was deemed appropriate for the distress and inconvenience caused.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website