Not upheld: claims handling - delays and alternative accommodation payment issues complaint against AA Underwriting Insurance Company Limited

Decision detail

Summary

Mrs B claimed on her property insurance policy for escape of water damage in November 2024. AA accepted the claim and arranged reinstatement works, but repairs took longer than expected, extending from a mid-May 2025 target to late July 2025, and Mrs B experienced difficulties receiving alternative accommodation payments. Mrs B complained about delays, payment handling issues, and quality of works including floor levelling and door fitting. AA acknowledged some delays and payment issues, arranged an inspection when concerns were raised, completed a snagging list, and paid £450 compensation. The ombudsman found that while shortcomings existed, additional works were identified during repairs, AA had responded appropriately with inspections and snagging lists, and the compensation was fair and reasonable, so the complaint was not upheld.

The Ombudsman's reasoning

The ombudsman acknowledged that delays and alternative accommodation payment handling issues occurred and were frustrating for Mrs B. However, the ombudsman found that not all delays were avoidable as additional works were identified during repairs. The ombudsman noted that AA arranged an inspection when concerns were raised, agreed a snagging list, and completed outstanding items. Without independent evidence that repairs were carried out to an unreasonable standard, and considering AA's response including £450 compensation and £2,280 in alternative accommodation costs, the ombudsman concluded AA had done enough to put things right.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website