Household Buildings Decision Reference 2022-0245

Case OutcomeRejected
Subject MatterHousehold Buildings
Reference2022-0245
Date25 July 2022
Finantial SectorInsurance
Conducts Complained OfRejection of claim - freezing or escape of or overflow of water or oil
Decision Ref:
2022-0245
Sector:
Insurance
Product / Service:
Household Buildings
Conduct(s) complained of:
Rejection of claim - freezing or escape of or
overflow of water or oil
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
This complaint relates to a home insurance policy.
The Complainant’s Case
The Complainant is the Legal Personal Representative of the deceased’s Estate and was the
policyholder of the home insurance policy which is the subject of this complaint.
The home insurance policy, held with the Provider, was first incepted in November 2016.
The Complainant states that she became aware of water damage to the property in or
around 9 March 2018. She states that the Provider was informed of the property damage
on 12 March 2018 and it then appointed a Loss Adjuster to handle the claim on its behalf
with an inspection arranged for 14 March 2018 attended by the Provider’s Loss Adjuster and
a representative of the Complainant.
The Complainant states that she received a letter dated 23 April 2018 declining the claim on
the basis that the damage was the result of “gradual leakage or seepage of water” from a
fixed sanitary ware unit, which is excluded by the policy. The Public Loss Assessor acting on
behalf of the Complainant rejected the conclusion by the Provider’s Loss Adjuster and states
instead that the damage was due “to a sudden and severe escape of water due to a plumbing
failure” and that the “pattern and extent of the water damage …[was] wholly inconsistent

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