Budget Insurance treating customers unfairly 🤬

I took out a comprehensive car insurance policy with Budget Insurance via their online platform in September 2024. At no point was I asked whether I used my car for Uber, nor was I made aware that such occasional use would invalidate my cover.

After submitting a claim, Budget rejected it and cancelled my policy, claiming that carrying fare-paying passengers was an excluded risk. However:

This exclusion was not mentioned in the policy schedule;

I was never provided with the Terms and Conditions;

No clear link or attachment to the terms was included in any onboarding email;

The quote journey never prompted disclosure of occasional Uber use.

I escalated the matter internally and later through the Ombudsman for Short-Term Insurance. Despite the Ombudsman sending follow-up reminders, Budget has failed to respond or offer any resolution.

This is unacceptable for any regulated insurer. Budget Insurance’s conduct shows:

Disregard for Treating Customers Fairly (TCF) principles,

Failure to disclose material terms,

Complete breakdown of accountability, even after external escalation.

Customers deserve to be told upfront what is and isn’t covered — not punished afterward for "violating" terms they were never given.

I am calling on Budget Insurance to take responsibility, respond to the Ombudsman, and settle the claim in line with the cover I was sold.

If you're considering Budget Insurance, beware: if you ever need to claim, you may find yourself unprotected — and ignored.