The Insurance Ombudsman (IFSO) has helped settle a complaint from an insured who was declined cover for her car.

The insured’s son was driving the car and the insurer denied the claim because it said her son was an excluded driver.

The insured said the insurance rep had said her son was covered to drive the car.  As the accident happened soon after the policy was taken out the written policy had not reached the insured by post (it was sent to an old address).

Luckily the phone call with the insurance salesperson was recorded and this disclosed that the rep had said the son could drive the vehicle.  The rep had also not recorded the insured’s new address.

IFSO arranged with the insurer to change their stance and to pay the claim.


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