Case studies

Benjamin complains about his motor insurance policy being cancelled after his insurer said he made a misrepresentation when he took out the policy. 

Subsidence Buildings insurance Insurance

Ahmed complains about the reduction in the level of benefit of his long-term care plan.

Insurance Whole of life assurance

Julian and Francoise believed the whole-of-life policy they had been sold did not match their needs. After reviewing their circumstances we agreed.

Whole of life assurance Life Assurance Insurance

Carlos was told he'd have to pay an increased premium or reduce the life cover provided. We found the business hadn't made it clear that could happen when it sold the policy.

Whole of life assurance Life Assurance Insurance

Our investigation found that the business had notified the customer, but due to having an old address, she didn’t receive the letter. She also claimed she was unaware of plan reviews, but the evidence suggested otherwise.

Whole of life assurance Life Assurance Insurance

Brendan came home from a fortnight’s holiday and found water damage in his ground-floor living room. The carpet was soaking wet and the walls were damp and stained. But his insurer said the circumstances weren't covered in his policy.

Insurance

After a period of heavy rainfall, Bob and Sandra discovered that the basement of their house had suffered damage from flooding and damp. Their insurer offered to pay to repair the damage but not to make the basement watertight - so they contacted us.

Insurance

When a customer put in a claim for subsidence damage, he was surprised that it was turned down. We stepped in to resolve the disagreement over the policy definition of 'stabilisation'.

Subsidence Insurance Buildings insurance

A ‘new’ insurer believed that subsidence to an entire terrace had been happening before it took over responsibility for insurance. We looked at the facts to find a fair outcome.

Subsidence Insurance Buildings insurance