Upheld: Home insurance claim disputes complaint against Legal and General Assurance Society Limited

Decision detail

Summary

Mr H complained about delays and poor communication from L&G regarding his income protection claim made in June 2025. L&G offered £150 compensation for confusing communication but Mr H believed this was insufficient given the significant mental health, family and financial impact. The ombudsman found that while L&G's communication was confusing, the delays were primarily caused by the GP's slow responses to information requests, and L&G had proactively chased the GP throughout. The ombudsman upheld the complaint but agreed that L&G's offer of £150 compensation was reasonable and fair in the circumstances.

The Ombudsman's reasoning

The ombudsman found that L&G progressed the claim as quickly as they could and were not responsible for delays caused by the GP's slow responses. L&G proactively chased the GP by phone and email throughout the process. However, L&G did provide confusing communication to Mr H during an already distressing time. The £150 compensation offered by L&G was deemed reasonable to recognise the impact of poor communication, as L&G did not cause unnecessary delays up until their final response in November 2025.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website