Not upheld: Other regulated complaint complaint against 247 Home Assist Limited

Decision detail

Summary

Mr B purchased a home emergency policy from 247 Home Assist and later made a claim for boiler repair which was declined because the repair costs exceeded the boiler's current value. Mr B complained the policy was mis-sold. The ombudsman found the policy terms clearly explained the beyond economic repair clause and that boiler value reduces over time. The sales agent had obtained relevant information about the boiler and advised Mr B to read the terms and conditions. Although the boiler claim was declined, the policy provided additional cover for central heating which was not subject to the same limitation, meaning Mr B could have benefitted from the policy. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that the policy terms and conditions clearly explained the beyond economic repair clause, including that boiler value reduces over time and repair costs might exceed the boiler's value. The sales agent obtained relevant information about the boiler and advised Mr B to read the terms and conditions. Although Mr B's boiler claim was declined, this did not constitute mis-selling because the policy provided additional cover for central heating which was not subject to the same limitation, meaning Mr B could have benefitted from the policy in other ways.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website