The complainant was unhappy with the market value of €2,000 offered by the insurance company following the theft her car. The car was found to have been previously damaged in an accident, after which it had been classified as being beyond economic repair (BER).

The complainant felt that the pre-theft value of the car should have been in accordance with other cars of similar specification as advertised in various car sale manuals. The company felt its offer was fair as it was based on an engineer's report.

In order to obtain independent valuations, the ombudsman's staff contacted five car dealers. From the valuations supplied by the dealers and a review of various car guides it appeared to the ombudsman that the car could have fetched a substantial amount over the €2,000 offered. He recommended that the insurer increase its pre-theft value from €2,000 to €3,000. The company accepted and paid this amount.