Not upheld: claim handling - insufficient evidence and validation complaint against UK Insurance Limited (UKI)

Decision detail

Summary

Mr S claimed approximately £200 for food lost due to a freezer defrosting following a power outage in March 2025. He registered the claim in May 2025 but initially provided only a shopping list as evidence. When UKI requested photographic evidence and receipts, Mr S provided photos with metadata that did not align with the loss event date. UKI asked for clarification on whether the photos depicted the original defrosted food or replacement food, but Mr S raised a complaint instead of providing this information. The ombudsman found that UKI's requests were reasonable and that Mr S failed to satisfy the basic requirement of demonstrating an insured loss, therefore not upholding the complaint.

The Ombudsman's reasoning

The ombudsman applied the standard test for insurance claims: the insured must first demonstrate that an insured event covered by the policy has occurred and that an insurable loss was suffered. Only then does the onus pass to the insurer to accept or decline the claim. Here, Mr S failed to satisfy the first part of this test. The information requested by UKI was reasonable given the unclear nature of the photos, metadata concerns, and discrepancies in the claim presentation. Mr S was given fair opportunities to engage and provide the requested evidence but chose instead to raise a complaint. The ombudsman found no evidence of clearly avoidable delays, poor communication, or mismanaged expectations that would justify upholding the complaint.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website