Not upheld: Home insurance claim disputes complaint against Intact Insurance UK Limited

Decision detail

Summary

Mr M claimed for escape of water damage under his home insurance policy with Intact, involving leaks from a shower and toilet cistern on the first floor. The main dispute concerned whether sub-flooring in the bathroom and WC required replacement, which Intact disputed based on multiple professional reports and moisture tests showing the sub-floors were dry. Mr M instructed his own contractor in October 2024 who allegedly found sub-floor damage, but a loss adjustor inspection could not be arranged before the work was completed, and Mr M did not provide photographic evidence or invoices specifically documenting sub-floor repairs. The ombudsman found Intact acted fairly in relying on its professional reports and in offering a revised cash settlement, and upheld the £350 compensation for service failures but did not require any further remedy.

The Ombudsman's reasoning

The ombudsman found that Intact was entitled to rely on multiple professional reports indicating no sub-floor damage, particularly moisture testing showing the sub-floor was dry. Although Mr M claimed his contractor found damage, he did not provide photographic evidence as requested by Intact, and the invoices provided did not reference sub-floor work. The ombudsman concluded that without evidence disputing the professional opinions Intact held, it was reasonable for Intact to maintain its position. The ombudsman also found that Intact fairly offered a cash settlement, appropriately requested supporting invoices, and revised its settlement offer accordingly. While service could have been better regarding loss adjustor scheduling, the £350 compensation offered was deemed fair.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website