Not upheld: Other regulated complaint complaint against AXA Insurance UK Plc

Decision detail

Summary

Mr M purchased a motor insurance policy from AXA on 5 August 2025 but the policy was voided on 18 August 2025 after the broker identified concerns about an unusually high number of quotes (over 200) obtained in the preceding week with repeated changes to material information. The broker requested validation documents by 15 August 2025, warning the policy would be voided if not provided; Mr M claimed he did not receive this letter and later provided only partial documentation. The ombudsman found AXA's decision to void the policy was fair given the exceptional quote history and unresolved validation concerns, and declined to change the policy record or award any remedy.

The Ombudsman's reasoning

The ombudsman found that the quote history (over 200 quotes with repeated changes to material risk factors) gave AXA and its broker legitimate grounds to question the reliability of the information provided. The broker's request for validation documents was reasonable and appropriately warned of consequences. Mr M's failure to provide the requested documents by the deadline, combined with incomplete documentation later provided that confirmed some information was incorrect, meant the concerns were not resolved. The ombudsman concluded it was fair for AXA to void the policy based on these concerns and that the policy record should accurately reflect this outcome rather than being changed to show cancellation by Mr M.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website