An insurer finds a customer at fault for damage caused by a car wash. We disagreed.

What happened

Hassan’s car was damaged by a faulty car wash. The insurer recorded it as a fault claim and reduced Hassan’s no-claims bonus.

How we helped

We found that the insurer hadn’t asked for an engineer’s report until two weeks after the damage happened. The faulty car wash had been fixed by then. We didn’t think the insurer had done enough to investigate the claim.

We told the insurer to reinstate Hassan’s no-claims bonus and record the incident as a ‘no fault’ claim.