Is an enquiry a claim?

Syed100

I had an electrical failure in my home. I looked at my policy document but could not work out if I was covered. I phoned my insurer and asked if my circumstance was covered as I was struggling to find it in the vague wording in the policy. They took some details and said ‘no’. I thought nothing more of this. When I came to renewal, I found that this enquiry was recorded as a ‘declined claim’ settled at £0. I contacted the insurer as this was now impacting on the price of renewal and was logged on the insurance industry database. I was told this is industry practice to avoid fraud! I feel the provider was disingenuous and have behaved unethically. This ramps up prices and causes a detriment for 3-5 years purely for asking if something is covered or not. Do you think this is fair? I am currently navigating the complaints process. 

soolin

Unfortunately it doesn’t have to be fair it just has to be inline with the policy. Looking at other threads on here and elsewhere an enquiry asking whether you are covered for an event that has happened is usually recorded, and therefore counts as a potential claim. 

Exodi

I will save you the time - complain as much as you want, take it to the ombudsman, you will lose (been there, got the t-shirt).

Yes, it doesn't feel fair. Yes, it will likely affect future premiums. Yes, it means some people might be motivated to not mention things to their insurers.

They will tell you that they are obligated to report any potential claims to the CUE database, and you as the insured are obligated to report any incidents that could bring about a claim (whether you end up claiming or not).

The Ombudsman will side with them as their T&C's will reiterate this.

In my case I felt I had even more cause for complaint, as the case handler explicitly said "this will not effect your future premiums" when I asked before the enquiry, and I was still found against, as if I stayed with the insurer (where they ignore their own zero value 'claims'), it would not. Pointing out that this strong-arms me into staying with the insurer, as I'd have to disclose this as a claim to other insurers, fell on deaf ears.

Sorry to hear, it truly sucks. I expect next time like me you'll be calling up on behalf of your mate Bilbo Baggins for information...

cw8825

the only feel issue is it being recorded as declined claim - makes it sound worse than an enquiry