Car Decision Reference 2023-0007

• Case Outcome: Rejected
• Reference: 2023-0007
• Date: 19 January 2023
• Year: 2023
• Subject Matter: Car
• Finantial Sector: Insurance
• Conducts Complained Of: Fees & charges applied

Decision Ref:

2023-0007

Sector:

Insurance

Product / Service:

Car

Conduct(s) complained of:

Fees & charges applied

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

The Complainant held a Car Insurance Policy with the Provider from 1 February 2019 to 31

January 2020. This complaint concerns the Provider charging the Complainant an additional

premium when she moved address in May 2019 during the policy term. The policy lapsed

with effect from 1 February 2020.

The Complainant’s Case

The Complainant says that when she informed the Provider, through her insurance

intermediary, in May 2019 that she had moved from Address 1 to Address 2, which are less

than 3kms apart and are in the same rural parish, the Provider charged her €128.60 (one

hundred and twenty-eight Euro and sixty Cent) on the basis that her new address was in a

higher risk area.

The Complainant sets out her complaint in the Complaint Form she completed, as follows:

“In May 2019, I rang [my insurance intermediary] to notify them that I had moved

from [Address 1] to [Address 2]. When I did this [the Provider] (via [the intermediary]

imposed a charge of €128.60. [The Provider’s] justification was that this was due to

area ratings, and my new address is a higher risk area. I strongly dispute this, Both

addresses are rural …

I complained on the day to [the insurance intermediary] when the charge was being

applied. I also complained via e-mail, and [the Provider’s] online portal. On the 7th of