Driver reports a scratch on a car as an incident

Motor Insurance

Mary told her insurer she had been accused of scratching a car. She was surprised to later discover the insurer had recorded that incident on an external database.

What happened

Mary was accused of scratching a car. She told her insurer about the incident, but complained after finding out that they’d made a record of it on an external database.

The insurer said in its final response that they had followed the correct process. Mary still felt this wasn’t right and made a complaint to us. 

What we said

We explained to Mary that it’s standard industry practice for insurers to record information about accidents and potential claims in this way. We checked that the incident had been recorded accurately – as ‘notification only’. After finding that it was, we decided that the insurer hadn’t acted unfairly.

We did not uphold the complaint.