Not upheld: Home insurance claim disputes complaint against National Farmers Union Mutual Insurance Society Limited
Financial Ombudsman decision DRN-6450281 of 2026-06-24T00:00:00+00:00. Home insurance claim disputes complaint against National Farmers Union Mutual Insurance Society Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6450281 |
|---|---|
| Decision date | 2026-06-24T00:00:00+00:00 |
| Firm | National Farmers Union Mutual Insurance Society Limited |
| Product | Home insurance |
| Claim type | Home insurance claim disputes |
| Outcome | Not upheld |
| Remedy | NFU should pay the cash settlement already offered to cover the cost of repairs to the inlet dip pipe. Mr H may make a further complaint if NFU maintains its position after considering the new excavation evidence. |
Summary
Mr H claimed on his home buildings insurance for septic tank drainage repairs after his soakaway failed. NFU's experts concluded the damage was due to wear and tear (excluded from cover) rather than the broken inlet dip pipe Mr H identified. Mr H provided expert evidence suggesting the broken pipe contributed to the failure, but the ombudsman found NFU's expert evidence more persuasive as it was based on full inspections. The ombudsman upheld NFU's decision to decline the soakaway claim but confirmed NFU's offer to pay for inlet dip pipe repairs was fair. The ombudsman noted that new excavation evidence showing sludge accumulation should be submitted to NFU for reconsideration.
The Ombudsman's reasoning
The ombudsman found it reasonable for NFU to rely on its expert evidence from two inspectors who both concluded the soakaway damage was due to wear and tear rather than the broken dip pipe. While Mr H provided contrary expert evidence, the ombudsman was not persuaded it was sufficiently strong to override NFU's expert advice, particularly as Mr H's experts had not conducted full inspections. The ombudsman noted that new evidence from the excavation work (sludge accumulation) had not been considered by NFU at the time of the complaint being reviewed, and Mr H could submit this for NFU's further consideration. The ombudsman limited the scope of review to NFU's response to the November 2024 report rather than ongoing claims handling.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| National Farmers Union Mutual Insurance Society Limited, all decisions | 3 | 33% |
| Home insurance claim disputes, all decisions | 25,670 | 38% |
| Home insurance, all decisions | 20,959 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website