Retail Decision Reference 2021-0370

• Case Outcome: Rejected
• Subject Matter: Retail
• Reference: 2021-0370
• Date: 13 October 2021
• Conducts Complained Of: Claim handling delays or issues,Poor wording/ambiguity of policy, Rejection of claim
• Finantial Sector: Insurance

Decision Ref:

2021-0370

Sector:

Insurance

Product / Service:

Retail

Conduct(s) complained of:

Claim handling delays or issues

Poor wording/ambiguity of policy

Rejection of claim

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

The Complainant, a limited company trading as a locksmith, hereinafter ‘the Complainant

Company’, holds a business insurance policy with the Provider. The complaint concerns a

declined business interruption claim.

The Complainant Company’s Case

The Complainant Company, through its Broker, notified the Provider on 8 April 2020 of a

claim for business interruption losses as a result of the temporary closure of its business,

due to the outbreak of coronavirus (COVID-19).

The Broker later advised the Provider on 16 June 2020 that the Complainant Company’s

business had been closed from 24 March 2020 to 18 May 2020.

Following its assessment, the Provider wrote to the Complainant Company on 6 July 2020

to advise that it was declining indemnity.

The Complainant Company later emailed the Provider on 19 February 2021 to complain

about the declinature of its business interruption claim. Following its review, the Provider

wrote to the Complainant Company on 15 March 2021 to advise that it was standing over

its decision to decline indemnity.