Car Decision Reference 2022-0337

• Case Outcome: Rejected
• Reference: 2022-0337
• Date: 17 October 2022
• Year: 2022
• Subject Matter: Car
• Finantial Sector: Insurance
• Conducts Complained Of: Claim handling delays or issues,Failure to process instructions in a timely manner

Decision Ref:

2022-0337

Sector:

Insurance

Product / Service:

Car

Conduct(s) complained of:

Claim handling delays or issues

Failure to process instructions in a timely manner

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint concerns a motor insurance policy.

The Complainant’s Case

The Complainant’s vehicle was damaged in an accident on 11 February 2020 when it was

driven into a partially flooded road. The Complainant holds a policy of motor insurance with

the Provider, and he made contact to make a claim in relation to the vehicle.

The Complainant states that the vehicle was a “custom build” and that “due to a long list of

custom specifications” the value of the vehicle was €130,000 (one hundred and thirty

thousand Euro) and that he communicated the value of custom specifications of the vehicle

to the Provider at the time of incepting the insurance policy.

When the Complainant made this complaint, he was unhappy with the assessment carried

out by the Provider’s assessor, who had determined that the vehicle was a write off and had

ascribed it a pre-accident value of €60,000 (sixty thousand Euro). The Complainant stated

that the inspection was “about 7-10 minutes” and the decision to write off the vehicle was

“based on pictures only”, and that the assessment carried out was “a scam”.