Not upheld: Home insurance claim disputes complaint against Astrenska Insurance Limited (trading as Collinson Insurance)

Decision detail

Summary

Mr S complained about how Astrenska Insurance handled his home emergency insurance claim involving two problems: an internal stop tap and a washing machine hose issue. An engineer resolved the stop tap emergency by restoring water flow but did not address the washing machine hose, which Astrenska stated was not covered. Mr S had reported both problems together and was not informed upfront that the second problem was excluded from coverage. Although Astrenska conceded its service should have been better and offered £100 compensation, the ombudsman found this fair and reasonable, as the policy covered emergency repairs (not permanent replacements) and explicitly excluded electrical appliances and their flexible pipes. The complaint was not upheld.

The Ombudsman's reasoning

The policy covers emergency repairs to resolve breakdowns in specified plumbing parts. The engineer successfully restored normal water flow, resolving the emergency. While replacement of the tap may be preferable, no emergency remained to justify further coverage. The washing machine hose is explicitly excluded from coverage as it relates to an electrical appliance. Although Astrenska's service fell short by not informing Mr S upfront that the washing machine problem was not covered and by delaying the engineer visit, the £100 compensation offered was fair and reasonable for the distress and inconvenience caused.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website