Not upheld: claims handling and claim rejection complaint against INTACT INSURANCE UK LIMITED

Decision detail

Summary

Mr P complained about INTACT Insurance UK Limited's handling of legal expenses claims under his home insurance policy. He had a personal injury claim from a road traffic collision that was progressed by panel solicitors with prospects of success, and he raised a second claim relating to a residential property dispute. INTACT declined the property claim as it did not meet policy terms. The ombudsman found INTACT appropriately managed the personal injury claim through panel solicitors with regular updates, and reasonably declined the property claim as the circumstances did not fall within the policy's coverage for damage, unlawful interference, or trespass to the home. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman applied FCA industry rules requiring insurers to handle claims promptly and fairly without unreasonably rejecting them. For the personal injury claim, INTACT appropriately referred it to panel solicitors and received regular updates, with the solicitors bearing responsibility for claim handling. For the property dispute claim, INTACT correctly applied the policy terms which only covered legal actions where an event caused damage to the home, unlawful interference, or trespass - circumstances not present in a road traffic collision affecting the claimant personally. The ombudsman noted that complaints about the solicitors' conduct should be directed to the Legal Ombudsman, outside FOS jurisdiction.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website