Not upheld: claims handling - delays, communication, alternative accommodation, scope of works provision complaint against INTACT INSURANCE UK LIMITED
Financial Ombudsman decision DRN-6200315 of 2026-06-03T00:00:00+00:00. claims handling - delays, communication, alternative accommodation, scope of works provision complaint against INTACT INSURANCE UK LIMITED. Outcome: Not upheld.
Decision detail
| Reference | DRN-6200315 |
|---|---|
| Decision date | 2026-06-03T00:00:00+00:00 |
| Firm | INTACT INSURANCE UK LIMITED |
| Product | insurance |
| Claim type | claims handling - delays, communication, alternative accommodation, scope of works provision |
| Outcome | Not upheld |
| Remedy | No further remedy required. The ombudsman did not require Intact to take any additional action beyond the offers already made (£150 compensation, storage cost coverage, suitable 3-bedroom accommodation, and option for cash settlement or completion of works). |
Summary
Ms S claimed for water damage to her property in July 2025. Intact accepted the claim but Ms S complained of delays, poor communication, unsuitable alternative accommodation, and lack of a priced scope of works. Intact acknowledged service failings and offered £150 compensation plus additional remedies including storage coverage and suitable accommodation. The ombudsman found that while service could have been better, Intact's offers were fair and reasonable, and did not uphold the complaint. The decision covers events up to October 2025, with subsequent issues being handled separately.
The Ombudsman's reasoning
The ombudsman applied FCA ICOBS 8.1 requirements for prompt and fair claims handling. While acknowledging service failings and delays, the ombudsman found that Intact's offers were reasonable and proportionate. The ombudsman was satisfied that a priced scope of works existed covering required areas, that initial 2-bedroom accommodation was not unreasonable given initial information about household size, and that the compensation offered was appropriate for repeated errors requiring reasonable effort to resolve. The ombudsman noted that claims inevitably cause some inconvenience and that Intact's latest offers (storage coverage, suitable accommodation, and settlement/repair options) met reasonable expectations.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| INTACT INSURANCE UK LIMITED, all decisions | 201 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website