Mortgage Protection Decision Reference 2025-0145

• Case Outcome: Rejected
• Year: 2025
• Reference: 2025-0145
• Date: 15 October 2025
• Subject Matter: Mortgage Protection
• Finantial Sector: Insurance
• Conducts Complained Of: Rejection of claim,Failure to process instructions, Failure to provide correct information

Decision Ref:

2025-0145

Sector:

Insurance

Product / Service:

Mortgage Protection

Conduct(s) complained of:

Rejection of claim

Failure to provide correct information

Failure to process instructions

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

Background

The Complainants hold a Mortgage Repayment Cover Policy with the Provider. This

complaint relates to the Provider declining the claim the First Complainant made in

October 2020 on the Complainants’ policy.

The Complainants’ Case

The First Complainant submits he is a self-employed contractor. He says that between

March and June 2020, he was unable to carry out the duties of his employment due to

measures imposed by the Government to help curb the spread of coronavirus (the ‘COVID-

19 restrictions’).

The First Complainant says that he applied for the Pandemic Unemployment Payment and

received this payment from 20 March 2020 to 25 June 2020.

The First Complainant states that in August 2020, he submitted a claim to the Provider

under the Complainants’ Mortgage Repayment Cover Policy and that following its