Not upheld: unfair claim settlement and policy terms complaint against Aviva Insurance Limited
Financial Ombudsman decision DRN-5964431 of 2026-05-25T00:00:00+00:00. unfair claim settlement and policy terms complaint against Aviva Insurance Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-5964431 |
|---|---|
| Decision date | 2026-05-25T00:00:00+00:00 |
| Firm | Aviva Insurance Limited |
| Product | Home insurance |
| Claim type | unfair claim settlement and policy terms |
| Outcome | Not upheld |
| Remedy | None - complaint not upheld. No action required from Aviva. |
Summary
Mrs W complained to Aviva about its approach to replacing her 16-year-old boiler under her homecare insurance policy after it was deemed beyond economic repair in February 2025. Aviva quoted for replacement but excluded installation costs, citing policy terms that excluded such costs for boilers over 7 years old. Mrs W disputed this as unfair. The ombudsman found the policy terms were clear and prominently displayed in renewal documents, and Aviva's offer complied with the agreed coverage. The complaint was not upheld as Aviva had treated Mrs W fairly against the policy agreement in place.
The Ombudsman's reasoning
The ombudsman found that while sympathetic to Mrs W's position, Aviva's offer was in line with the agreed policy terms. The exclusion of installation costs for boilers over 7 years old was clearly stated and prominently placed in renewal documents. The ombudsman clarified that the FOS role is to determine whether a business treated a customer fairly against what was agreed, not to regulate products or assess whether terms provide good value or appropriate cover.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Aviva Insurance Limited, all decisions | 5,078 | 27% |
| Home insurance, all decisions | 20,668 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website