Household Buildings Decision Reference 2023-0276

• Case Outcome: Rejected
• Year: 2023
• Date: 12 December 2023
• Reference: 2023-0276
• Subject Matter: Household Buildings
• Finantial Sector: Insurance
• Conducts Complained Of: Premium rate increases ,Complaint handling (Consumer Protection Code) , Delayed or inadequate communication

Decision Ref:

2023-0276

Sector:

Insurance

Product / Service:

Household Buildings

Conduct(s) complained of:

Premium rate increases

Delayed or inadequate communication

Complaint handling (Consumer Protection Code)

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint arises from the increase in the premium cost for a home insurance policy,

held by the Complainant which fell due for renewal in June each year.

The Complainant’s Case

This complaint concerns the home insurance policy that the Complainant held with the

Provider in 2019 and 2020, and arises from the Provider's response to the enquiry made

regarding the reason for an increase in the premium payable by the Complainant for home

insurance, on renewal in June 2020.

In June 2019, the Complainant's renewal premium, after loadings and discounts,

amounted to €407.68 (four hundred and seven euro and sixty-eight cent).

It appears from the evidence that an additional “discretionary” discount was applied by

the Provider, to reduce the premium payable to a net amount of €365.68 (three hundred

and sixty-five euro and sixty-eight cents).

At the policy renewal in June 2020, the annual premium increased substantially, in

comparison to the previous year. The renewal premium quoted by the Provider in the June

2020 renewal notice, after loadings and discounts, amounted to €767.95 (seven hundred

and sixty-seven euro and ninety-five cents). On this occasion, an additional “discretionary”

discount was applied by the Provider, to reduce the premium payable to a net amount of

€652.45 (six hundred and fifty-two euro and forty-five cents).