Accidental damage

We’ll need to work out whether the damage was caused by an accident according to the policy definition. If we find it wasn’t, we’ll check to see if the damage is covered somewhere else in your policy. If it is, we’ll ask the insurer to deal with your claim. 

We look at evidence to work out if the damage was caused accidentally. This could include:  

• expert opinions 
• photos of the damage 
• a report, including photos, from a surveyor, loss adjuster or other expert 
• customer testimony

We’ll weigh up all the evidence to make a fair decision.

If your policy doesn’t have a definition of accidental damage, we’ll apply our own. We say accidental damage is something that's: 

• unforeseen 
• unintentional 
• not just physical damage – it can also include loss of function  

If your policy has a definition of accidental damage, we’ll check how the insurer explained this to you when you took out your policy. We’ll probably tell the insurer to reconsider your claim if: 

• the policy defined accidental damage as something significantly different from its usual meaning 
• the insurer didn’t draw your attention to an unusual definition of accidental damage 
• you probably would have acted differently had you been aware of any limitations in the cover or unusual features

We’re likely to be satisfied that a definition of accidental damage was brought to your attention if it was: 

• written in plain, clear language 
• given prominence when you bought the policy or when the definition was introduced

You might see any of these terms in your policy. 

Sudden

Sometimes the policy definition includes the word ‘sudden’ but you can’t pinpoint exactly when the damage happened. This doesn’t mean the damage wasn’t sudden. 

The damage can be sudden even if it’s caused by a long-term problem. We’ll take this into account in each case. We’ll also consider the nature and extent of the damage. 

Breakage

Some policies talk about ‘breakage’ instead of damage. This is often used in cover for underground pipes, glass or ceramic items. Breakage can mean: 

• smashed glass 
• shattered ceramics 
• cracked pipes 

In most cases, it’s unlikely that the difference between breakage and damage will affect the outcome of your complaint.

Loss of function

Sometimes damage results in a loss of function – for example, a blocked drain. Even if there’s no physical break, we can still consider the drain damaged because it can’t do what it’s designed for. 

External force

Some cases of accidental damage are caused by some kind of external action or force. For example, a hole in a pipe behind a wall could be caused by a nail being accidentally hammered into it.  

Policy exclusions

Policy exclusions are things your policy doesn’t cover. Accidental damage cover doesn’t usually include damage caused by: 

• wear and tear 
• gradual deterioration with age 
• deliberate acts 
• defective workmanship 

If your insurer rejects a claim because of a policy exclusion, we’ll consider whether the exclusion is significant or unusual. If it is, we’ll check how the insurer told you about this. We're likely to uphold, or agree with, your complaint if: 

• the insurer didn’t draw your attention to the exclusion properly 
• you probably would have acted differently if you’d understood the exclusion  

We’ll probably agree that an exclusion was properly brought to your attention if it was: 

• written in plain, clear language 
• given prominence when you bought the policy or when the exclusion was introduced