Not upheld: poor handling of insurance claim, delays, lack of updates complaint against UK Insurance Limited trading as Privilege Insurance
Financial Ombudsman decision DRN-6171044 of 2026-05-01T00:00:00+00:00. poor handling of insurance claim, delays, lack of updates complaint against UK Insurance Limited trading as Privilege Insurance. Outcome: Not upheld.
Decision detail
| Reference | DRN-6171044 |
|---|---|
| Decision date | 2026-05-01T00:00:00+00:00 |
| Firm | UK Insurance Limited trading as Privilege Insurance |
| Product | home insurance |
| Claim type | poor handling of insurance claim, delays, lack of updates |
| Outcome | Not upheld |
| Remedy | None - complaint not upheld |
Summary
Mrs B complained about UKI's handling of her home insurance claim for water damage, claiming unacceptable delays and poor service. UKI had previously upheld earlier complaints and paid compensation. The ombudsman could only consider complaints from August 2024 onwards due to jurisdiction rules. The ombudsman found no evidence of avoidable delays, that the settlement negotiations were normal, and that the flooring removal was necessary for drying. The complaint was not upheld.
The Ombudsman's reasoning
The ombudsman found no evidence of avoidable delays in the period under consideration (28 August 2024 to 11 September 2025). The back and forth regarding settlement was normal for water damage claims. The request for evidence that the leak detection company caused damage was reasonable, as the plumber's invoice did not establish causation. The removal of flooring was necessary for drying and the resulting unevenness was inevitable, not a health and safety concern.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| UK Insurance Limited trading as Privilege Insurance, all decisions | 1 | 0% |
Source
Read the original decision on the Financial Ombudsman Service website