DRN-5937828

The complaint Mr and Mrs E complain AXA Insurance UK Plc (AXA) unfairly declined to renew their home insurance policy. As Mr E brought the complaint to our Service, I have referred to him throughout my decision for ease. What happened Mr E had a home insurance policy, underwritten by AXA. In September 2025, AXA told Mr E it wouldn’t be offering him the opportunity to renew. Unhappy with AXA’s decision, and its failure to explain why it wouldn’t offer him renewed cover, Mr E complained. AXA didn’t uphold the complaint. It said it was unable to offer Mr E cover based on its underwriting criteria, and it was satisfied it had treated him fairly. As Mr E remained unhappy, he referred his complaint to this Service. Our Investigator didn’t uphold the complaint as they were satisfied AXA had acted fairly in the circumstances. Mr E disagreed and asked for an Ombudsman to make a final decision. In summary, he said AXA’s decision to not renew his policy was unfair and must be linked to its prior decision not to renew his motor insurance. So, the case has been passed to me to decide. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. I’ve summarised the circumstances of this case in less detail than presented. But I want to assure both parties that I’ve carefully considered all the information provided. I may not comment on each point raised – and this isn’t intended as a discourtesy. But my decision will focus on the issues I consider to be key to this complaint. While I recognise Mr E will be disappointed, I do not uphold his complaint. I’ll explain why. I should first explain the scope of my decision. Mr E previously complained about AXA’s decision to not renew his motor insurance. However, that was considered separately, and I made a final decision on that complaint in December 2025. Therefore, this decision will solely relate to AXA’s actions with respect to Mr E’s home insurance policy. Mr E believes AXA’s decision not to renew his home insurance must be linked to its earlier decision not to renew his motor insurance. I understand why he has drawn that conclusion. However, I’ve considered the home insurance decision on its own merit. It isn’t for this Service to tell an insurer what risks it should cover – as that falls to its commercial judgment and so is for AXA to decide. But, AXA has a duty to treat its customers fairly, and so I would expect it to treat Mr E the same way it would have treated any other

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customer in similar circumstances. AXA has provided confidential underwriting information which explains why it was unable to offer Mr E the opportunity to renew his policy. Due to its confidential nature, I’m unable to share this information with Mr E, which I recognise will be frustrating. I hope I can provide some assurance though, that this has been considered independently of both parties. I’m satisfied this information demonstrates that AXA has treated Mr E the same way it would have treated any other customer in similar circumstances. So, while I recognise Mr E is disappointed AXA declined to renew his policy, I’m satisfied it has treated him fairly in the circumstances. I know Mr E would like AXA to tell him the specific reason why it has decided not to renew his policy. However, there is no regulatory obligation for it to do so, and by telling a customer the reason for a decline, AXA would be opening itself up to the risk of customers attempting to circumvent its underwriting criteria. So, I don’t find it to be unreasonable that AXA hasn’t provided a reason beyond Mr E not meeting its underwriting criteria. I appreciate Mr E held his insurance with AXA for some time. While Mr E has previously obtained cover through AXA, this doesn’t mean it is obligated to continue to offer cover beyond the period of cover it agreed. I recognise that having to look elsewhere for cover may be inconvenient, particularly given Mr E’s history with AXA. But insurers are not obliged to continue offering cover beyond the agreed policy term, and the fact that Mr E needs to approach another insurer does not, by itself, mean AXA has acted unfairly. For the reasons I have explained above, I’m satisfied AXA has treated Mr E fairly. And so, I won’t be directing it to take any further action in the circumstances. My final decision My final decision is that I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr E and Mrs E to accept or reject my decision before 26 May 2026. Oliver Collins Ombudsman

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