Case studies

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

Kevin complained to us when his insurer rejected his claim for subsidence damage.

Subsidence Buildings insurance Insurance

Hilary complains to us when she finds that she isn’t covered under the terms of her lifetime care policy, after a fall meant she needed full-time care in a nursing home.

Insurance Life Assurance Medical Conditions

Jade took out a payday loan with a lender. As part of the agreement, the lender set up her loan repayments using a continuous payment authority (CPA) on her debit card.

Banking Continuous Payment Authorities

Scott complained to us that he'd been scammed into signing up to a continuous payment authority (CPA) and his card provider won't help him to cancel it.

Banking Continuous Payment Authorities

Heather's insurer agreed to pay the cost of any necessary medical treatment Heather received while abroad, but didn’t think there was any 'medical necessity' for her to curtail her holiday.

Travel Insurance Distress and inconvenience Up to £300

Tom contacted us when his insurer agreed to cover only half of the cost of his emergency surgery abroad.

Travel Insurance