Household Buildings Decision Reference 2022-0078

• Case Outcome: Rejected
• Subject Matter: Household Buildings
• Reference: 2022-0078
• Date: 02 March 2022
• Finantial Sector: Insurance
• Conducts Complained Of: Claim handling delays or issues,Rejection of claim - subsidence or heave

Decision Ref:

2022-0078

Sector:

Insurance

Product / Service:

Household Buildings

Conduct(s) complained of:

Claim handling delays or issues

Rejection of claim - subsidence or heave

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

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.