Not upheld: claims handling - dispute over scope of repair works and adequacy of assessment complaint against AA Underwriting Insurance Company Limited

Decision detail

Summary

Mrs F claimed for water damage to her home caused by a bathroom pipe leak. AA's surveyor assessed the damage and scoped repair works, which Mrs F queried and AA amended. When repair work exposed the bathroom floorboards, Mrs F believed the entire floor needed replacing and was concerned about mould treatment, but AA's surveyor concluded only partial replacement was necessary. Mrs F complained about the scope of works, contractor performance, and lack of re-inspection, and sought a second surveyor assessment. The ombudsman found AA's assessment was reasonable based on available evidence and that the £300 compensation paid for miscommunications was appropriate, declining to uphold the complaint.

The Ombudsman's reasoning

The ombudsman determined that the core issue was a disagreement about repair scope, which is not the ombudsman's role to assess. The ombudsman found AA's surveyor conducted a reasonable assessment based on available evidence including photos and contractor information, and that it was not unreasonable to rely on the surveyor's conclusion without a return visit. The ombudsman noted no documentary evidence contradicted the surveyor's view on flooring or mould treatment. The ombudsman concluded AA kept the scope under review as work progressed and that the £300 compensation appropriately reflected the miscommunications without AA being responsible for the overall delay.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website