All FAQs

We sometimes hear from people who are unhappy their motor insurance claim has been turned down because the insurer says the named driver isn't the main driver - and the insurer says they would have charged more for the cover if they'd known who the main driver was. This is often called 'fronting'.

When we look into complaints like these, we consider things like whether clear questions were asked when the policy was sold - and whether someone gave the right answers to those questions.

If we decide something's gone wrong, we'll consider whether someone's lost out as a result - and what the business needs to do to put things right. This could mean dealing with a claim, or reinstating an insurance policy.

There's more information about our approach to motor insurance on this website - and you can find case studies in our regular newsletter, Ombudsman News