Partially upheld: claim handling and validation procedures complaint against Tesco Underwriting Limited

Decision detail

Summary

Mr A complained about Tesco's handling of a home insurance claim following a robbery in August 2024 where a backpack containing a watch, bracelet, phone, headphones and laptop was stolen. Mr A objected to Tesco's requests for additional information including police reports, photos of items in possession, phone blocking evidence, and details of previous insurance, arguing he had provided sufficient evidence and that Tesco's requests were excessive and unreasonable. The ombudsman found Tesco's information requests were reasonable given that items were purchased shortly before policy inception, the incident occurred shortly after, and Mr A was uncertain about key circumstances. While finding Tesco could have done more during initial visits, the ombudsman determined the requests were fair under policy terms and awarded £100 compensation for minor failings.

The Ombudsman's reasoning

The ombudsman found that Tesco was entitled to validate the claim under the policy terms requiring cooperation and provision of relevant information. Given the circumstances—items purchased shortly before policy inception, incident occurring shortly after, no witnesses despite public location, and Mr A's uncertainty about details—the ombudsman considered Tesco's requests for police reports, photos of items in possession, phone blocking evidence, geo-location screenshots, and information about previous insurance to be reasonable and fair. The ombudsman acknowledged Mr A's vulnerability but found Tesco was not precluded from requesting this information under applicable rules. However, the ombudsman agreed Tesco could have done more during initial visits to uncover relevant information, justifying modest compensation.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website