Household Buildings Decision Reference 2025-0194

• Case Outcome: Rejected
• Year: 2025
• Reference: 2025-0194
• Date: 18 December 2025
• Subject Matter: Household Buildings
• Finantial Sector: Insurance
• Conducts Complained Of: Rejection of claim,Claim handling delays or issues

Decision Ref:

2025-0194

Sector:

Insurance

Product / Service:

Household Buildings

Conduct(s) complained of:

Rejection of claim

Claim handling delays or issues

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

The Complainant held a Home Insurance Policy with the Provider which provided her with

“contents” cover only. This complaint refers to the Provider classifying the Complainant’s

laminate flooring as a “fixture and fitting” instead of “contents” for the purpose of her

policy and declining the claim she made in December 2019 for damage to the flooring.

The Complainant’s Case

The Complainant says that on 11 December 2019, the pipe to the rear of her washing

machine became blocked and resulted in an escape of water that damaged the tiled

laminate flooring.

The Complainant says she notified the Provider of the loss later that same day, but that the

Provider declined her claim as its Loss Adjustor determined that the laminate flooring

could not be easily removed and therefore classified it as a “fixture and fitting” not

covered by her policy, which provided “contents” cover only.

The Complainant does not accept the Provider’s decision to classify her laminate flooring

as a “fixture and fitting” and in this regard, she sets out her complaint in the FSPO

Complaint Form she completed in September 2021, as follows:

“My central claim is that my laminate flooring 1) was not part of the premises when

I moved in 2) the floor was bought and fitted just like a carpet, cooker or any other

contents that are allowed under the policy definition [of “contents”] 3) a