Not upheld: claim rejection - warranty coverage dispute complaint against Domestic & General Insurance Plc

Decision detail

Summary

Miss W complained that D&G unfairly declined her claim for a faulty replacement washing machine that was producing smelly clothes with marks. The machine was six months old and still within the manufacturer's one-year guarantee when she made the claim. D&G declined the claim, explaining that its policy only covers mechanical breakdown after the manufacturer's guarantee expires, and accidental damage during the guarantee period. The ombudsman found D&G's decision was fair and in line with the policy terms, as the manufacturer had investigated and found no fault with the machine, and there was no evidence of accidental damage. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman applied the policy terms as the starting point for the contract between D&G and Miss W. The policy clearly states that breakdown coverage only applies after the manufacturer's guarantee expires, while accidental damage is covered during and after the guarantee period. Since the machine was six months old and still under manufacturer's guarantee, and the manufacturer found no fault indicating accidental damage, D&G's decline of the claim was in line with the policy terms and fair.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website