Not upheld: claim handling delay and poor communication complaint against Aviva Insurance Limited

Decision detail

Summary

Ms F claimed on her home insurance policy in February 2025 for water damage from a bathroom leak. Aviva's handling of the claim was significantly delayed, with a leak remaining unrepaired until May and the property not being dried for several months, leaving Ms F confined to her bedroom and kitchen with an unusable lounge. Ms F complained about the delays and poor communication from Aviva's loss adjuster, including missed appointments and lack of responses. Aviva initially offered £450 compensation and later increased this to £950. The ombudsman determined that the £950 offer was fair and reasonable compensation for the substantial distress caused by the delays and poor communication over the sustained period.

The Ombudsman's reasoning

The ombudsman acknowledged that Aviva's delays meant Ms F was deprived of the use of her lounge and lived in a damp house for several months longer than necessary. The poor communication, missed appointments, and lack of responses caused additional distress given her difficult living conditions. However, the ombudsman considered that Aviva had recognized the substantial impact of its failures and that £950 compensation is in line with what the FOS generally considers fair and reasonable for serious disruption to daily life over a sustained period of many months.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website