Household Buildings Decision Reference 2022-0078

Case OutcomeRejected
Subject MatterHousehold Buildings
Date02 March 2022
Finantial SectorInsurance
Conducts Complained OfClaim handling delays or issues,Rejection of claim - subsidence or heave
Decision Ref:
Product / Service:
Household Buildings
Conduct(s) complained of:
Claim handling delays or issues
Rejection of claim - subsidence or heave
The First Complainant incepted a Holiday Home Insurance Policy (‘the Policy’) with the
Provider on 6 September 2017 on behalf of the Complainants, who are four siblings. The
policy was in respect of a property owned by all four. This policy provides buildings cover
only. This complaint concerns the Provider’s rejection of a claim for damage to the insured
property. The policy period in which this complaint falls, is from 19 September 2019 to 18
September 2020.
The Complainants’ Case
The First Complainant telephoned the Provider on 20 January 2020 to notify it of two claims,
the first relating to internal and external cracking on the walls around the sitting room
window, the second relating to damage to the cladding and fascia and soffit at the gable
wall of the holiday home.
Following its assessments, the Provider-appointed Loss Adjuster advised the First
Complainant by email and letter on 28 February 2020 that both claims were declined.
The First Complainant made a complaint to the Provider on 2 March 2020 regarding the
declinature of the claim relating to the internal and external cracking on the walls around
the sitting room window. Following its review of this matter, th e Provider issued the First
Complainant with its Final Response Letter on 30 March 2020, in which it stood over its
original decision to decline the claim.

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