Not upheld: claim settlement decision and claim handling delays complaint against Intact Insurance UK Limited

Decision detail

Summary

Mr H made a home insurance claim following a fire in his back garden in November 2024, claiming for a damaged soil pipe and rear boundary wall. Intact approved the soil pipe repair but declined to pay for rear wall rebuilding, with expert surveyors concluding the damage was due to pre-existing deterioration from weathering and decay rather than the fire. The claim handling was delayed due to investigations into property occupation and tenancy status. The ombudsman found Intact's decisions were reasonable and the £100 compensation for handling delays was appropriate, and did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman relied on expert surveyor evidence rather than Mr H's supposition about the fire causing the wall damage. Two surveyors concluded the wall had pre-existing deterioration from weathering and decay, and evidence of prior repair attempts indicated poor condition before the fire. The policy does not cover gradual deterioration. For the soil pipe, Intact's cash settlement based on contractor rates was fair since it did not have the opportunity to carry out the work itself. The claim handling delays were justified by legitimate investigations into occupancy and tenancy status, and the £100 compensation was appropriate.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website