skip tocontent

If someone’s had a car accident, they might claim for the repairs on their insurance. We hear from people who are unhappy with how their insurer has handled the repairs – from the quality of the work, to how long it’s taken.

need to know

  • When we’re deciding how well the insurer handled the repairs, we’ll listen to what the insurer and their customer have to say – as well as looking at evidence like photos, repair histories and engineers’ reports. If something’s particularly unclear, we might ask the insurer or the customer to arrange an extra expert view.
  • We often hear from people who say the repairs are taking too long. There may be a reason why things have taken longer than expected – but on the other hand, the delay may have been avoidable. We’ll look into the specific repairs being carried out, and ask the insurer
    questions about the reasons for the delay – and how they
    communicated with their customer.
  • Some people who contact us are confused about who’s responsible for sorting out the problem they’re having. If the repairs have been
    carried out by one of the insurer’s “approved” garages, the insurer is generally responsible. On the other hand, if someone’s arranged
    the repairs themselves – at a garage they’ve chosen – they’ll usually be responsible.

common complaints showing our approach

need help?

If you can’t find what you’re looking for here – or you’d like to talk to someone – give us a call ...

consumer helpline - 0800 023 4567
our technical advice desk (for businesses and consumer advisers) – 020 7964 1400

follow us

ombudsman news

Our regular newsletter for people interested in financial complaints, and how to settle or prevent them.

Available to read online and also on:

  • Available on iTunes
  • Get it on Google Play
  • Available on Kindle Fire