Not upheld: claim handling and service failure in home emergency insurance complaint against AWP P&C S.A.

Decision detail

Summary

Mr B and Mrs B complained about AWP's handling of a home emergency claim for a leaking kitchen pipe. AWP's engineer concluded that further access was required before repairs could be carried out, which fell outside policy cover for trace and access work. Mr B disagreed and later arranged a private plumber to fix the leak, incurring water damage and a £750 building insurance excess. AWP upheld the complaint in part, reimbursing the private plumber costs and paying £200 compensation for delays, but declined to cover the insurance excess. The ombudsman found that AWP fairly relied on the engineer's professional judgment and acted in accordance with policy terms, and that the partial remedy offered was fair and reasonable.

The Ombudsman's reasoning

The ombudsman found that AWP's reliance on the engineer's professional judgment regarding trace and access requirements was reasonable and fair. Although Mr B's private plumber later completed the repair, this did not demonstrate the engineer's initial assessment was unreasonable at the time, as different contractors may take different approaches. The policy terms exclude cover where trace and access is required, and AWP acted in line with these terms. The ombudsman was satisfied that AWP's response, including reimbursement of private plumber costs and £200 compensation for delays, was fair and reasonable.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website