Professional Indemnity Decision Reference 2026-0008

• Case Outcome: Rejected
• Year: 2026
• Reference: 2026-0008
• Date: 20 January 2026
• Subject Matter: Professional Indemnity
• Finantial Sector: Insurance
• Conducts Complained Of: Maladministration

Decision Ref:

2026-0008

Sector:

Insurance

Product / Service:

Professional Indemnity

Conduct(s) complained of:

Maladministration

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

Background

The First Complainant, by way of a named intermediary agent, renewed a Motor Insurance

Policy with an insurer on 19 January 2019. The First Complainant was the policyholder,

and the Second Complainant a named driver. The First Complainant became a customer of

the Provider, a brokerage firm, on its acquisition of the book of business from the named

intermediary agent in September 2019. The complaint refers to the Provider’s

administration of the renewal of the First Complainant’s policy in January 2020, which

resulted in the Provider instructing the insurer to lapse the policy.

The Complainants’ Case

The First Complainant says that in December 2019, she telephoned the Provider to change

the vehicle insured on the policy from vehicle registration ending *****065 to vehicle

registration ending *****474 and she subsequently paid a €35.00 (Thirty-Five Euro)

amendment fee to effect this change. The First Complainant says that during the course of

this call, the Provider advised that this change of vehicle would also result in a lower

annual premium.

The First Complainant says that in January 2020, she received the new insurance disc in

the post and displayed it on vehicle *****474 and that she heard no more from the

Provider.

- 2 -

/Cont’d…

The First Complainant says that in March 2020, the Second Complainant was stopped by

An Garda Siochna whilst driving vehicle *****474 and the vehicle was seized due to it

being driven with no valid insurance.

The First Complainant says in her email of complaint to the Provider of 2 April 2020 that:

“To say I was shocked was an understatement …

I called [the Provider] on 11th March [2020] to be left on hold for 45 mins by [A.], I

hung up and called back again to get through and spoke to [S.] in the Dublin office

who told me my insurance was cancelled in Jan [2020] and there was nothing they

could do, that [the Second Complainant] and myself would face a pending

conviction due to no insurance they couldn’t insure me again. At this point I was

extremely upset due to the fact that I could loose (sic) my licence for no insurance, I

have been with the same broker for years ([a named intermediary agent]) until

change over to [the Provider], 9 years no claim bonus, until late last year I always

paid my policies in full to be told on the phone we sent out your renewal you didn’t

reply, we’re sorry! Not one phone call, not one email, just a reliant on the

postmaster that I get my letter, which I never received. Also on changing over my

car [by telephone with the Provider in December 2019] there was no mention of

renewal which would have been due on the 19th of Jan, within 20 days?

My car was seized which led me to have to pay 125euro to retrieve it, also 60 garda

fine to date which has also been paid. I called [the Provider] back on Thurs 12th

[March 2020] to speak to a manager, [E.] and [C.] both sent email to [L.] to call me.

Also amongst my phone calls I was told they were dealing with the coronavirus

situation that they were busy trying to sort out customers … was I not important?

[L.] proceeded to call me and email me…we last spoke on the 16th of March [2020],

she explained [the insurer] would renew my policy but without [the Second

Complainant] on the policy as he may be pending a conviction, this is our family car

which defeats the purpose of owning it if we can’t insure or drive it. Our next

conversation was how [the insurer] would renew the policy but not backdate it? I

never cancelled my policy any year, why would I do it this year? My answer from

[the Provider] was we sent your renewal you didn’t reply. Apologies for the

bluntness but why not call me? Why not email me? You simply rely on post when I

would opt to call, post and email? Funnily enough I could be called and emailed

when this problem arose, why not call me about my renewal?

… We posted your renewal is simply not a justified answer to a longstanding client”.