The Crusader: Deal sealed after water leak claim and policy cost worry

When you are contending with a leak claim and an escalating home insurance renewal premium, is a good outcome ever possible? Yes is the happy answer for one family whose costs were much lower than they feared after they asked Crusader for support and then understanding was shown by John Lewis which sold them the home insurance policy.

But at first the timings seemed terrible for homeowners Katie and Peter Thomas. Loyal customers of the retailer and its financial service, "we have chosen its cover for more than five years and never made a claim," they explained.

If you've been affected by this issue or feel you've been a victim of injustice, please contact consumer champion Maisha Frost on maisha.frost@express.co.uk

Trouble struck however in early September when they discovered a leak in their water tank. Housed in the attic stains were appearing as it started to drip through the insulation down to walls in a bedroom and living room below. The couple reported it and registered a claim.

"But this happened just after our policy renewal price had come through which was several hundred pounds higher and I had already been told there was no leeway on this so we accepted it," says Katie.

"A day later we received an amended renewal figure £150 higher than the one I had just queried. Talk about rotten because with a claim registered we could not go anywhere else. Again I was told nothing could be done. When I thought of all the items I had bought over the years it was a let-down"

To see if there was any flexibility for Katie and Peter we asked John Lewis if it could review the decisions and that proved certainly worth it.

Firstly it confirmed that while a claim update did trigger a re-rating of their policy, it was not - as they had been given to understand - the reason for the premium increase.

A spokesperson explained: "During a renewal process any updates to your policy automatically prompt a re-evaluation of your premium based on the most current information available. In your case several quotations were generated during the renewal period. Each of these triggered standard external checks ... revealing changes in your information between quotes."

John Lewis also pointed out the insurance was provided by Munich Re Digital Partners with John Lewis "only acting as distributor when arranging and administering" the policy.

But acknowledging the frustration Katie and Peter felt over the matter they were offered and have now gladly accepted a £150 goodwill gesture. [names have been changed]

As consumers discover time and time again, insurance is complicated especially behind the scenes - from how quotes and claims are calculated to who is responsible for what. Thanking Crusader and John Lewis, Katie said: "We feel we have been treated fairly now and have a much better understanding of it all."