Upheld: poor claim handling, delays in claim progression, ineffective communication, failure to reimburse costs complaint against Intact Insurance UK Limited
Financial Ombudsman decision DRN-6280648 of 2026-05-18T00:00:00+00:00. poor claim handling, delays in claim progression, ineffective communication, failure to reimburse costs complaint against Intact Insurance UK Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6280648 |
|---|---|
| Decision date | 2026-05-18T00:00:00+00:00 |
| Firm | Intact Insurance UK Limited |
| Product | home insurance |
| Claim type | poor claim handling, delays in claim progression, ineffective communication, failure to reimburse costs |
| Outcome | Upheld |
| Remedy | Intact must: (1) Reimburse £37.50 for van rental; (2) Reimburse £348.25 for storage; (3) Pay 8% per year simple interest on both amounts from date incurred to date reimbursed; (4) Pay £900 total compensation, with deduction of any compensation already paid during the complaints process |
Summary
Mr M and Miss P complained about Intact's handling of their home insurance claim following water damage in March 2023. A previous ombudsman decision in May 2024 had already upheld aspects of their complaint. This decision addresses events from May 2024 to August 2025, during which Intact issued multiple final responses offering limited compensation. The ombudsman found that while Intact's position on storage item damage and the disputed electricity bill were reasonable, the firm's failure to promptly progress the claim and provide effective communication caused Mr M unnecessary distress and inconvenience. The ombudsman upheld the complaint and required Intact to reimburse £385.75 in moving and storage costs plus interest, and pay £900 compensation for poor claim handling.
The Ombudsman's reasoning
The ombudsman found that while Intact's supplier report on storage items was reliable and Mr M's photographs did not show obvious damage, Intact had fairly offered to re-inspect items. Regarding electricity bills, the ombudsman accepted Intact's caution about the December 2024 bill given the discrepancy between estimated readings and actual readings, but required Intact to make prompt enquiries. The ombudsman upheld the complaint primarily on claim handling grounds, finding that Intact failed to progress the claim promptly, provided ineffective communication, and did not timely address Mr M's questions about reimbursements. Given the claim's lengthy history with previous upheld complaints, the ombudsman found that further delays and poor communication during the relevant period would have had greater impact than otherwise. The ombudsman accepted the investigator's recommendation of £900 compensation as fair and reasonable.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Intact Insurance UK Limited, all decisions | 201 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website