Contents Insurance

A contents insurance policy covering leaseholder's fixtures and fittings should include permanent fixtures the leaseholder is legally responsible for under their lease, unless explicitly excluded as part of the building.

An insurer must conduct a proper investigation of a claim and consider all evidence provided, including evidence from third parties such as police reports, before rejecting a claim.

An insurer cannot void a policy for non-disclosure when it failed to ask clear questions about the information it now claims was omitted.

An insurer must act fairly when assessing evidence of ownership for insurance claims, particularly when the market makes obtaining price information unusually difficult.

An insurer must provide clear mitigation advice when declining a policyholder's request to move contents into storage, and cannot fairly exclude damage from subsequent exposure to moisture without demonstrating the policyholder failed to fo

Contents insurance policies requiring specification of items over £1,500 must be applied fairly, considering actual purchase price paid and replacement value at time of loss, not just invoice price.

An insurer may reasonably decline claims where the consumer fails to provide sufficient evidence of loss and the damage is not supported by documentation or contemporaneous records.

A financial services provider must provide fair customer service and take reasonable steps to resolve payment issues, including escalating to management when a price adjustment may be warranted.

An insurer may charge a non-refundable administration fee during the cooling-off period if the consumer was adequately informed of the fee before purchase.

An insurer can only decline a claim for breach of a policy condition if it demonstrates both that the condition was not met and that the non-compliance materially increased the risk of the loss that occurred.

A bank's gambling block tool is not required to prevent all gambling transactions if the merchant classification or payment method makes it technically impossible to identify and block the transaction.

An insurer is not obliged to pay more than the sum insured specified in the policy schedule, and the policyholder bears responsibility for ensuring the specified value is adequate.

An insurer may withdraw cover for legal expenses if a policyholder dismisses their appointed representative without good reason, as stated in the policy condition.

An insurer may rely on properly reasoned counsel's opinion from a suitably qualified lawyer when assessing whether a legal expenses claim has reasonable prospects of success as required by the policy.

An insurer fairly declines a claim for accidental loss when the policyholder did not purchase optional cover for such loss and the base policy only covers specified perils.

An insurer may fairly rely on their own expert reports concluding subsidence as the cause of damage unless contradicted by conflicting expert opinion from a suitably qualified expert.

A financial services provider is not required to automatically refund transaction fees when underlying transactions are refunded by merchants unless explicitly committed to doing so in its terms or communications.

Wedding gift cover under contents insurance is intended as temporary additional cover around the time of the event, not unlimited permanent cover for high-value items classified as valuables.

An insurer may reasonably request proof of ownership or payment for high-value claimed items before settling a claim, particularly where evidence provided is dated after the loss.