Car Insurance Asking For Too Many Unrelated Documents & NI Number

Have an insurance claim ongoing for almost 2 months now (no third party involved) and my insurance company has been nothing but a headache delaying the process. They took almost a month just to give me a valuation for my car after confirming it would be a write off. The car was sat with the recovery company all this time when it was supposed to be collected by co-part a long time ago, but my insurance took too long to provide co-part with the details of where to collect my car from meaning I’ve been left with a big bill from the recovery which will only be compensated by my insurance when the claim is finalised. 

Nevertheless, now my claim has been passed to a claim handler and I have been going back and forth with him via email for several weeks because he keeps on asking for more and more documents each time as if he purposefully wants to delay my claim or catch me out on something. I have already provided him with:

  • Copy of V5
  • Proof of purchase of vehicle
  • Picture of license
  • Bank statement
  • Utility bill
  • 1x pay slip
  • DVLA license check code

First he wanted three utility bills and I told him I don’t pay for three utility bills at my house. Then he also asked for rental agreement for my house and once again my name is not on that as my father pays for the rent so I told him this. When I provided him with invoice for my car he then wanted to see my bank statement showing the transaction. Each time he is just being more and more difficult for no good reason. And then he wanted a payslip because he still needed another proof of address despite me providing him more than enough documents already.

And now he has got back to me asking me for three Payslips now whilst also showing the amounts for my wages on my bank statement along with my NI number!! At this point his demands have become absolutely ridiculous and I feel like outright refusing now. He shouldn’t need my NI since I provided him with the DVLA licence check code, and why on earth does he needs another two pay slips for?? I’ve honestly had enough and want to know what my rights are in this situation. Can I refuse to send him anything further because it is now becoming unrelated to my car insurance?

*Just to mention this claims handler is the same person who also tried to make a false claim a while ago saying my cars odometer has lower mileage than what was recoded on my last MOT. This was before an engineer had even inspected my car it just seems like he is looking for anything to void my claim because what he said was confirmed false.


  • dunstonh
    dunstonh Posts: 115,739
    Name Dropper First Anniversary Combo Breaker First Post
    He shouldn’t need my NI since I provided him with the DVLA licence check code, and why on earth does he needs another two pay slips for?
    May not be the case but everything asked for are the sorts of things needed for AML,Sanctions and PEP searches.   
    Standard searches are 2 things but enhanced/high risk searches are 3 things.   

    The electronic checks that we use have a box to input NI number.  

    They may have concerns with you potentially using a fake address.  Hence the extra requirements.

    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • user1977
    user1977 Posts: 13,396
    First Anniversary First Post Name Dropper Combo Breaker
    Refusing to provide what's being asked for is hardly likely to make them less suspicious...
Meet your Ambassadors


  • All Categories
  • 341.9K Banking & Borrowing
  • 249.7K Reduce Debt & Boost Income
  • 449.2K Spending & Discounts
  • 234K Work, Benefits & Business
  • 606.2K Mortgages, Homes & Bills
  • 172.5K Life & Family
  • 246.9K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 15.8K Discuss & Feedback
  • 15.1K Coronavirus Support Boards