IFSO Case Study

Driving under the influence

The insurer asked Rose* whether she had taken any medication in the 24 hours prior to her car accident. Rose said she had taken half a sleeping pill at 11pm the night before. Dispute over sleeping pill Heather* had car insur...

IFSO Case Study

No evidence of car service - Claim declined

Ani* made a claim on her mechanical breakdown policy when her car’s transmission failed. However, her claim was declined because she had breached the service requirement condition in her policy. This condition required Ani to serv...

IFSO Case Study

Business or displeasure?

The declined claim In June 2023, Graham’s* vehicle broke down on the motorway and was then hit from behind by another vehicle.  Graham made a claim to his insurer, but the insurer declined the claim and avoided the ...

IFSO Update

Financial advisers are key to managing client e...

Karen Stevens, Insurance and Financial Services Ombudsman, says the best time for consumers to undersand insurance is before they need it.  “It’s both our message to consumers, and to financial advisers who belong...