FOS complaint. Who do I complaint against?

Mishomeister

I have purchased a Home Emergency cover as a standalone policy through some online brokers lets call them A.


The policy is administered by a company lets call them B


The insurance is underwritten by another company C


I have made a complaint to B because of the rejected claim.


B have forwarded my communication to C a couple of times and said that my complaint really sits with C.


I have now noticed that communicating with C directly is much more efficient.


If however C decline my complaint who do I take to FOS as I am confused with so many different parties being involved?

uk1

Your complaint is against the company you paid.

Mishomeister

uk1 wrote: »

Your complaint is against the company you paid.

So against the brokers?


I have paid through the company A, the brokers website but the policy documents came from company B.

rudekid48

It depends on what your actual complaint is as (assuming that they are all FCA regulated) you can raise complaints against any or all of them with the FOS as long as you have followed the internal complaints procedure with each party first.

The nature of your complaint is the most important thing though. If your complaint relates to the purchase then it would probably be A. If it relates to how the policy was handled/administered etc then it would be B. If it is specifically about how the claim was handled then it could be B or C or both. If it is purely about the reason for a rejected claim then it could be any or all of them.

You will need to post more details about the exact nature of your complaint before anyone can really point you in the right direction...

Mishomeister

rudekid48 wrote: »

It depends on what your actual complaint is as (assuming that they are all FCA regulated) you can raise complaints against any or all of them with the FOS as long as you have followed the internal complaints procedure with each party first.

The nature of your complaint is the most important thing though. If your complaint relates to the purchase then it would probably be A. If it relates to how the policy was handled/administered etc then it would be B. If it is specifically about how the claim was handled then it could be B or C or both. If it is purely about the reason for a rejected claim then it could be any or all of them.

You will need to post more details about the exact nature of your complaint before anyone can really point you in the right direction...

I am complaining about them denying a claim with C alleging that the home emergency that I had (Leaking roof during Lorenzo storm) was not an unexpected event which I disagree with.

FutureGirl

If you're going to go to the FOS regarding a rejected claim you will need to get some evidence (a report, usually) that the claim should be covered first. They're unlikely to overturn a decision without evidence.

eddddy

Mishomeister wrote: »

I am complaining about them denying a claim with C alleging that the home emergency that I had (Leaking roof during Lorenzo storm) was not an unexpected event which I disagree with.

Are you sure they're saying that?

Or are they saying that your policy doesn't cover roof damage? (Some home emergency policies do, and some don't.)

And if roof damage is covered, it might only be covered for 'emergency repairs'. e.g. Putting a tarpaulin over the roof.

If you do complain, you should point out the specific clauses in the policy which you think they are breaching. (e.g. references to emergency repairs following damage to a roof.)

[Deleted User]

I had a home emergency roof claim declined after a storm as they said the roof was old enough to expect leaks after a storm and unless I could prove ongoing maintenance I had been doing (i just moved in so didnt have any) then they classed it as an expectation of having an unmaintained roof.


Very annoying at the time as I had water pouring in the house, but I can see their point. I wouldnt want to see the premiums for a policy that covers absolutely everything!

kingstreet

Escalation to FOS is based on the final outcome letter of a firm's complaints process, so the answer is really dependent on to whom you complained.