Not upheld: unfair claims handling - scope of cover and adequacy of temporary repair complaint against AWP P&C S.A

Decision detail

Summary

Mr and Mrs A claimed under their home emergency insurance policy when their front door lock failed, leaving the property unsecure. AWP attended twice, securing the door and replacing the lock cylinder, then directed them to use a side entrance as an alternative access. Mr and Mrs A objected, citing safety concerns about the side entrance and arguing AWP had not completed a proper temporary repair. The ombudsman found that AWP had met its policy obligations by securing the property and that the alternative entrance resolved the immediate emergency, even though it was less ideal than the front door. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that AWP's policy clearly set out its obligation to resolve the immediate emergency by carrying out a temporary or permanent repair and leaving the home 'safe and habitable'. By securing and locking the front door on both visits, AWP satisfied the definition of a temporary repair. The ombudsman concluded that an alternative entrance being available resolved the immediate emergency, as the property was effectively secured. While acknowledging Mr and Mrs A's concerns about the side entrance being less ideal, the ombudsman was not satisfied these concerns amounted to an emergency under the policy or that the side entrance was unsafe or impractical for short-term use pending a permanent repair.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website