Not upheld: Home insurance claim disputes complaint against Admiral Insurance (Gibraltar) Limited

Decision detail

Summary

Mr D claimed on his contents-only insurance policy for water damage to laminate flooring. Admiral initially declined the claim, classifying the flooring as buildings rather than contents. After Mr D disputed this and provided details about his click-together, removable laminate flooring, Admiral progressed the claim and arranged an inspection. The inspection report contained inaccuracies, but Admiral declined the claim again based on its findings. The ombudsman found Admiral's classification reasonable because the flooring was fitted underneath a wired-in kitchen island and skirting boards, requiring building work to access. Although Admiral's handling involved service failures and inaccurate reporting, these did not affect the correct outcome, and the £300 compensation already paid was fair.

The Ombudsman's reasoning

The ombudsman found it reasonable for Admiral to classify the laminate flooring as buildings rather than contents because it was fitted underneath a wired-in kitchen island and skirting boards. Removing and reinstalling the island would require wiring work, making it a building fixture issue. Although Admiral's handling could have been clearer and the inspection report contained inaccuracies, these service failures did not affect the outcome of the claim. The £300 compensation already paid was fair for the loss of expectation caused by Admiral initially accepting then declining the claim.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website