Partially upheld: claim handling, poor communication, and alleged discrimination complaint against AXA Insurance UK Plc

Decision detail

Summary

W, a limited company, claimed under a commercial property insurance policy with AXA for water ingress damage caused by a storm in January 2022. AXA's Surveyor concluded in October 2022 that the damage resulted from gradual roof deterioration and wear and tear, not a sudden storm event, leading AXA to decline the claim. W complained in 2024 about poor communication, lack of notification of the claim decision, and alleged discrimination. The Ombudsman found AXA's claim decline was fair based on the persuasive Surveyor's report and policy terms, but acknowledged AXA's poor handling and unreasonable delays in communication. No discrimination was evidenced. AXA was directed to pay £500 compensation for inconvenience caused by poor handling.

The Ombudsman's reasoning

The Ombudsman found AXA's Surveyor's report persuasive and supported by photographic evidence showing gradual roof deterioration rather than sudden storm damage. The policy does not cover wear and tear or gradual deterioration, making the claim decline fair. However, AXA took an unreasonable amount of time to communicate its decision clearly to W. The estimates provided by W were vague and incomplete, and AXA fairly requested more detailed information in September 2022. W had the opportunity to provide supporting evidence but lost it subsequently due to the Police raid, for which AXA cannot be held responsible. No evidence of discrimination was found.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website