Incorrect fuel put into car
Stacey's* car insurance claim was declined because AdBlue had been put into its fuel tank.
Stacey's* car insurance claim was declined because AdBlue had been put into its fuel tank.
Stacey* had car insurance. In 2024, her car broke down because AdBlue, a diesel exhaust fluid, had been put into its fuel tank. AdBlue was usually stored in a tank near the normal fuel tank, accessed through a different cap. If it were to be put into a car's fuel tank, it could damage the car.
Stacey made a claim to her insurer for the damage, saying "I broke down due to AdBlue being put into my car accidentally."
The insurer declined her claim, because of an exclusion in the policy for incorrect fuel or additive being used.
Stacey complained to the IFSO Scheme, saying that she believed AdBlue was put into her car while she was parked outside her boyfriend's house. She said that it wasn't possible to get evidence to prove that she didn't do it herself, but provided bank statements showing where she regularly got petrol and said that Adblue wasn't sold there.
Unfortunately, this was not sufficient evidence that the insurer couldn't apply the exclusion.
The IFSO Scheme was unable to uphold Stacey's complaint, because the insurer had correctly applied the terms and conditions of the policy to the claim.
Complaint not upheld
* Name has been changed
The IFSO Scheme can only consider whether an insurer has correctly applied the terms and conditions of the policy to a claim, based on the evidence available.