How we looked at Trevor’s complaint after his car was stolen from his driveway while he was in his house.

What happened

Trevor’s car was stolen from his driveway while he was in his house. He’d left the keys in the ignition and the engine running to de-ice the car. When he tried to claim on his insurance, the insurer told him they wouldn’t pay as he’d left his car unattended with the keys inside.

Looking at the statement Trevor made to the police, he said he’d been upstairs when the car was stolen. The car was some distance away and out of sight, so we thought it was fair for the insurer to say he’d left the car unattended. And looking at the policy documents Trevor had been sent when he bought his policy, the ‘keys in car’ exclusion had been clearly highlighted. We thought the insurer had acted fairly in rejecting his claim.

Our decision

We’ll always look at each individual case to decide what’s fair. For example, if a customer left their car after being called away to an emergency, we might agree an insurer should still pay out on the claim. We’ll also check whether the insurer clearly highlighted that leaving a car could lead to a claim being rejected.