Partially upheld: claim handling, claim decline decision, avoidable delay complaint against Acasta European Insurance Company Limited

Decision detail

Summary

Mrs N claimed under her furniture insurance policy for damage to stitching on leather sofa cushions. Acasta declined the claim, initially citing lack of structural defects cover, and later also citing an exclusion for incorrect cleaning substance use. Two technician inspections supported the decline, finding the damage was separation of seams caused by incorrect cleaning. The ombudsman found the claim decline fair as the policy did not cover structural defects and contained the relevant exclusion, but awarded £100 compensation for avoidable delay in arranging the second visit and confusion over the claim date.

The Ombudsman's reasoning

The ombudsman found the technician reports persuasive and professional despite Mrs N's concerns about independence. The damage claimed (separation of seams and stitching) fell under structural defects, which Mrs N's policy did not cover. Additionally, the second technician concluded the damage resulted from incorrect cleaning substance use, which was explicitly excluded. Therefore, Acasta fairly declined the claim on both grounds. However, Acasta caused avoidable delay by not arranging the second visit promptly despite Mrs N's December 2024 agreement, and created unnecessary confusion by misrepresenting the claim date.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website