Not upheld: claim decline - poor workmanship and gradual damage exclusions complaint against UK Insurance Limited trading as Churchill

Decision detail

Summary

Mr T claimed under his home insurance policy for roof damage discovered in September 2025, attributing it to his neighbour's poor workmanship. UKI declined the claim based on policy exclusions for wear and tear, gradual damage, and faulty workmanship, supported by a roofer's expert report showing long-term damage. The ombudsman found UKI's decline was reasonable and fair, as Mr T provided no contradictory evidence and acknowledged the poor workmanship. The complaint was not upheld, and UKI's £100 compensation for a minor service delay was deemed appropriate.

The Ombudsman's reasoning

The ombudsman found that Mr T bore the responsibility to show the damage was caused by an insured peril. The roofer's expert report provided clear evidence of long-term damage caused by poor workmanship and gradual damage, both excluded under the policy. Mr T did not dispute the roofer's findings or present contradictory evidence. UKI therefore reasonably declined the claim in line with the policy terms and handled it promptly and fairly under FCA rules.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website