Car Insurance not paying after 6 months, blame police and vice versa

[Xpatterdale]

Someone was held against their will and their car taken from them with other items during a drug connected kidnap situation. Threats made to him and his family and he still went to police In December 2025.
Since then there have been countless emails and interviews by Police and Insurance company. Two of the three perpertrators were arrested in a short while and released on bail whilst the other who is known to the police is still at large. He is advised to keep out of the way and not socialise in his wider local area.
The Police have verbally said there is no basis for the claim to be held up, but the insurers argue otherwise. This keeps being batted backward and forward whilst the victim is unable to get on with his life and is unemployed and depressed. Is there any thing that can be done? Who could he complain to? Thanks for any help at all.

[PallasAthena]

Has he got his car back? What is his insurance claim for? How much £££?

[Xpatterdale]

NO he does not have the car back. It was recovered and taken for forensic examination. The insurance company collected it themselves from the holding pound. Told that because of the situation the car would not be returned and probably destroyed. There were issues for sometime regarding Road Tax and SORN as the insurance company had done nothing and he had no advice until DVLA started asking multiple times. The Police and Insurers took recorded statements as well as written ones, Police also did a video one too.

[echat11]

The insurance company has a complaints procedure, that maybe the best step to move the claim forward.

Insurance companies has a:

• Consumer Duty: The Financial Conduct Authority (FCA) dictates that insurers must put consumer needs first, act in good faith, and deliver good outcomes. This includes supporting vulnerable customers and avoiding misleading or confusing communications.
• Handling Claims: According to the FCA’s Insurance: Conduct of Business Sourcebook (ICOBS) rules, insurers must handle claims promptly and fairly, provide reasonable guidance, and settle claims promptly once terms are agreed.
• Late Payments: The Insurance Act makes insurers legally liable for damages if they fail to pay a claim within a reasonable time.

If you believe your insurer has breached their duty of care by mishandling a claim or acting unfairly, you can complain directly to them. If the issue remains unresolved, escalate the dispute to the Financial Ombudsman Service.

[PallasAthena]

NO he does not have the car back. It was recovered and taken for forensic examination. The insurance company collected it themselves from the holding pound. Told that because of the situation the car would not be returned and probably destroyed.

I agree with Echat11's advice.

We don't seem to be getting the full story here. What did insurers actually say? You posted "Told that because of the situation the car would not be returned and probably destroyed" but what situation are they referring to?

The car might be destroyed by who? If Insurers are not agreeing to pay the claim they have no right to keep the car and destroy it. It isn't their car if they refuse to pay the claim.

The police could apply for the vehicle to be seized and destroyed if they believe it has been used in drug crime but insurers cannot do that. Is that what the police are intending to do?

Has the car suffered damage that needs repairing?