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Glad to hear you got a much better payout, also worth checking out this website and suggesting to your insurers they may be able to arbitrate over the £500 they are shorting you : https://www.financial-ombudsman.org.uk/consumers/complaints-can-help/insurance You almost certainly have a case on the "face value" of their words, i believe (but not sure) that every complaint made to the Obudsman incurs a charge on the insurer that they have to pay regardless so they may decide it's cheaper to pay you the £500 than pay the Mbudsman and then still have to pay you on top.