Partially upheld: Home insurance claim disputes complaint against Liverpool Victoria Insurance Company Limited
Financial Ombudsman decision DRN-6465538 of 2026-07-07T00:00:00+00:00. Home insurance claim disputes complaint against Liverpool Victoria Insurance Company Limited. Outcome: Partially upheld.
Decision detail
| Reference | DRN-6465538 |
|---|---|
| Decision date | 2026-07-07T00:00:00+00:00 |
| Firm | Liverpool Victoria Insurance Company Limited |
| Product | Home insurance |
| Claim type | Home insurance claim disputes |
| Outcome | Partially upheld |
| Remedy | Liverpool Victoria Insurance Company Limited must pay: (1) £400 total compensation for service failings (any amounts already paid can be deducted); (2) £320 reimbursement for private repair costs; (3) arrange with Mr and Ms D to review issues with silicone/sealant if not already completed. If cheques have been issued and expired, LV must reissue them. |
Summary
Mr and Ms D claimed on their buildings insurance following a bathroom ceiling collapse on 13 September 2025. LV arranged repairs but Mr and Ms D disputed the claim handling, including a £300 excess (increased from £200), failure to explain home emergency cover options, and quality of service. LV partially upheld the complaint, offering £100 compensation and £320 repair reimbursement. The FOS Investigator recommended £400 compensation, which LV accepted, but Mr and Ms D sought additional reimbursement for carpet cleaning costs and the excess refund. The ombudsman partially upheld the complaint, awarding £400 compensation for service failings and confirming the £320 repair reimbursement, but rejected the carpet cleaning claim and excess refund as the evidence did not support that the carpet damage was caused by the ceiling collapse.
The Ombudsman's reasoning
The ombudsman found that while the £300 excess was in keeping with policy terms, LV's communication about the increased excess was inadequate and the £50 compensation offered was insufficient. LV failed to clearly explain that home emergency cover might apply, leading Mr and Ms D to arrange private repairs at their own cost—LV fairly offered reimbursement of £320 but the £50 compensation for communication failings was inadequate. The ombudsman rejected the carpet cleaning reimbursement claim, finding insufficient evidence that carpet damage was caused by the ceiling collapse, noting that debris damage would typically show more significant damage (rips) and considering the location of the collapsed ceiling. The ombudsman upheld the Investigator's recommendation of £400 total compensation for service failings, delays, and communication issues, which was appropriate given the avoidable impact and Mr and Ms D's personal circumstances.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Liverpool Victoria Insurance Company Limited, all decisions | 1,957 | 27% |
| Home insurance claim disputes, all decisions | 24,376 | 38% |
| Home insurance, all decisions | 21,507 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website