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Issue 20 - January 2015

The FOS Approach to motor vehicle insurance claim delays


FOS considers a fair and prompt resolution of an insurance claim to be part of the financial service provider (FSP)’s wider obligation to act with utmost good faith towards the policyholder.

In determining a dispute, FOS will look at:

  1. whether the FSP acted fairly and promptly to resolve the claim.
  2. what steps the FSP took to expedite the repair and ease the applicant’s burden if it chose to repair the damaged property.
  3. whether a cash settlement, if offered, was fair and sufficient for the applicant to complete repairs
  4. whether the FSP and the applicant tried to negotiate a fair and workable solution in the face of a genuine difficulty in sourcing replacement parts
  5. whether to award compensation if we find that the FSP

You can read more about our Approach to motor vehicle insurance claim delays here.

Visit to see all the available FOS Approach documents.