Insurance claim invalid due to non-disclosure?

sparklegrrrl

I've smashed a £500 phone. It was an accident and have made a claim as such, the problem is that the insurer is saying that I never disclosed any claims on my original application.

I have made two claims in the past — but a third one also shows up due to a query I made, but shows a payout of £0 — all for a total of just under £3,000. Now, I know insurance companies share these details, so it doesn't make sense that I would miss this on the form — but apparently I have and I have to live with this. I applied for new insurance a couple of months ago and declared all these details.

When I made the claim, the operator asked if I had any past claims for accidental damage. I said yes, I did — so I'm not sure if that has helped my case. The agent said it shouldn't be a problem, but I'm not sure what will happen.

They tell me the claim has been referred to the non-disclosure department for approval. Anyone been in any similar situations, or have any details on what I might be able to do if the claim is refused? I'm just thankful that my house didn't fall down really!

Annisele

The Financial Ombudsman Service publishes some case studies on non-disclosure. Most of them are for things rather more serious than a smashed phone - heart attacks and cancer and the like - but the principles are the same.

If you disagree with the insurers decision, you can complain to the insurer. If you still disagree with them, you can ask FOS to look at it.