Case studies

Aftab and Naima were advised by their insurer it would take two months to repair damages caused by a leak in their kitchen. Their insurer arranged temporary accommodation while the repairs were carried out. After it took over a year,  Aftab and Naima discovered it had caused more problems.

Distress and inconvenience £5000 and over Insurance

Selina relocated with her son and away from her abusive ex-husband. But an error made by her insurer meant her new address was revealed to her ex-husband, who tracked Selina and their son down, terrorising them for three more months. We didn't think the insurer fully realised the situation's impact on Selina.

Insurance Distress and inconvenience Up to £5,000

Rebecca and her mother, Everly, found out their home needed repairs and was unsafe to live in. But errors made by the insurer meant they were in the house for months without specialist equipment needed for Jane, and then moved many times. The situation caused Jane a lot of physical pain and both distress and upset.

Insurance Distress and inconvenience Up to £5,000

When Anita's phone was damaged, she claimed for the repair through her insurer. But the only existing photos of her honeymoon had been erased during the repair. She got in touch to see if the offer her insurer made was right, considering how upsetting losing the photos was.

Insurance Distress and inconvenience Up to £750

Emma got in touch about the issues she faced with her insurer and renewing her policy, and wanted us to see if their response was fair.

Distress and inconvenience Up to £300 Insurance

Stuart contacted us after his insurer said it wouldn't pay for treatment it had originally agreed to pay for.

Insurance Distress and inconvenience Up to £100

Carolina brought a complaint to us after her insurer made a mistake taking payment for her contents insurance.

Contents insurance Insurance Distress and inconvenience Up to £100

Ibrahim asked us to investigate whether his insurer should pay him compensation for an administrative error it made during the renewal of his pet insurance policy.

Pet Insurance Insurance Distress and inconvenience Up to £100

Tomasz’s insurer declined his income protection claim and cancelled his policy, telling him he’d misrepresented his medical history. We found he hadn’t given the insurer the information it had asked for – and that it wouldn’t have covered him if he had.

Insurance Income Protection