Not upheld: incomplete repair works and quality of repairs under buildings insurance claim complaint against Allianz Insurance Plc

Decision detail

Summary

Ms C and Mr G complained to Allianz about incomplete wardrobe repair works following a water damage claim on their buildings insurance policy. The freeholder's appointed Loss Assessor instructed contractor M to carry out repairs, including wardrobe works. M removed the wardrobe works from the schedule after finding no water damage, despite initial agreement to complete them. Mr G obtained a survey recommending the works be done and complained that he received no evidence supporting M's decision. The ombudsman did not uphold the complaint, finding that Allianz was not responsible for the contractor's decisions as it did not directly appoint or manage the repairs, but simply paid the costs presented by the Loss Assessor. Mr G must pursue his concerns with the freeholder and Loss Assessor.

The Ombudsman's reasoning

The ombudsman found that the freeholder A effectively controlled the repair process through its appointed Loss Assessor L and contractor M. Allianz was not directly responsible for appointing or managing the contractor; it simply paid the costs presented by L. Since Mr G's complaint concerns the actions and decisions of M (which are under the control of A and L), Allianz cannot fairly be held responsible. The ombudsman concluded that Allianz fairly discharged its liability under the policy by paying for the works presented, and that Mr G must resolve his concerns about the quality of work and omitted works with the parties that instructed and carried out the repairs.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website