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Claim repudiated - flood/subsidence exclusion
Mandatory ADR
Max award: £445,000 (from 1 Apr 2025)
8 weeks firm; FOS 6 months
Uphold rate: 34% (FOS 2024/25)
Key Legislation
Consumer Insurance Act 2012; Insurance Act 2015; ICOBS — ICOBS 8.1; Insurance Act 2015 s.3; CRA 2015 s.62
Complaint Route: Financial Ombudsman Service
Type: Ombudsman (binding on firm)
Max award: £445,000
Uphold rate: 34%
Average resolution: 180 days
Pre-conditions: Complain to firm first; firm has 8 weeks to resolve; then refer to FOS within 6 months of final response
Visit FOS websiteCompanies in This Sector
AvivaAXADirect LineLV=Zurich (FCA 218842)
Annual complaint volume: 305,726 (FOS 2024/25 total)
Note: Compensation range: Repair/rebuild cost + D&I; or proportionate settlement