Household Contents Decision Reference 2025-0132

• Case Outcome: Rejected
• Year: 2025
• Reference: 2025-0132
• Date: 09 September 2025
• Subject Matter: Household Contents
• Finantial Sector: Insurance
• Conducts Complained Of: Claim handling delays or issues

Decision Ref:

2025-0132

Sector:

Insurance

Product / Service:

Household Contents

Conduct(s) complained of:

Claim handling delays or issues

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

Background

This complaint is about Emergency Home Assistance provided as part of a home insurance

policy.

The Complainant’s Case

This complaint is about a home insurance policy (the “Policy”). The Complainant submits

that on 31 October 2021 his gas boiler had stopped working, and as a result he had no

heating in his house. The Complainant submits that he called “at least two or three”

plumbers the following morning, 1 November 2021. The Complainant further states that

one “registered gas boiler plumber” agreed to attend his property “around 12 of clock” to

take a look at the boiler.

The Complainant states that after making this arrangement he called his insurance

company (the “Provider”), as he understood it may cover any repairs under the

“Emergency Assistance” section of his Policy. Whilst speaking to a Provider agent, he says

he was informed that “the boiler or the emergency assistant is covered in [the] Plan” and

say that he was asked some questions such as "how old is the boiler?" and “when the boiler

was serviced?” The Complainant says he told the agent that he bought the house in

December 2020. He also submits that he told the agent that two months earlier, a Plumber