These illustrative stories are based broadly on real-life cases, but are not precedents. Individual cases are decided on their own facts.
I had a dreadful time when my kitchen was flooded. There was a huge amount of mess and damage. Funnily enough my friend had a similar problem a few months earlier. She’d been full of praise for the fantastic service they’d had from their insurance company.
So I was shocked when my own insurer started playing up. They quoted stuff from the small print in the policy and said most of what I’d claimed for wasn’t even covered. It was really upsetting – they left me feeling it was all my fault.
I get nervous having to phone people and make a complaint. And I admit I’m not good with paperwork. But I’d been paying good money for my insurance and I couldn’t believe I wasn't covered. My friend told me to ask the ombudsman service to help. I felt anxious about ringing them but I needn’t have worried. They were really down-to-earth. They explained everything clearly and took a lot of time and effort on my behalf. It took quite a while before they were finally able to settle things – but eventually the insurer admitted its mistake and paid up.