Ombudsman's Decision Favors Claimants in Solar System Dispute

1

The affected homeowners were initially uncertain about what triggered the malfunction, which rendered their solar system inoperable. They speculated that a storm, coinciding with the onset of the problem, was the cause. They enlisted a solar expert's help, who discovered that a main fuse had blown, and the inverters were rendered ineffective due to component burnout.

The expert attributed the damage to an "external weather event," and repair estimates were pegged at $80,436. Conversely, an expert for the insurer, IAG, challenged this assessment by stating that no evidence of a storm impacting the property was found. IAG also dismissed the possibilities of a power surge or electrical distribution influence, asserting the damages likely arose from a generator failure.

Consequently, IAG refused the claim based on their policy, which excludes damages to electronic equipment due to electrical or mechanical malfunctions. Nonetheless, the claimants contended that their solar system shouldn't fall under the 'electronic equipment' category outlined in the policy.

In its assessment, the Australian Financial Complaints Authority (AFCA) recognized the damages as "accidental damage." The authority agreed that while the system could be categorized as both electrical and electronic, the insurance policy included a clause that didn't cover electronic failures "unless the breakdown results in loss or damage to insured property."

AFCA criticized the insurer's stance that portrayed the solar system as a single unit without further collateral damage. The breakdown, starting with the fuse failure, didn't imply all involved systems were inherently linked as one unit. According to AFCA, the generator's issue led to ensuing property damage, leaving the entire solar inverter system and panels inoperative.

Although the ombudsman acknowledged the policy exclusion regarding the generator's main control fuse, they concluded the insurer must cover the remaining damages as they were resultant, and not only limited to the generator.

AFCA encouraged both parties to collaborate on resolving the claim, noting that the claimant's repair quote lacked itemization. IAG was advised to carry out its assessment and assure repairs with a lifetime guarantee. If the homeowners have already undertaken the repairs, the insurer is expected to reimburse their expenses.

Published:Friday, 23rd May 2025
Source: Paige Estritori

Share this news item:

Insurance News

Clear

Footballer's Injury Claim Denied by AFCA Due to Policy Limitations 30 May 2025: Paige Estritori A female football player has faced disappointment after her claim for physiotherapy expenses was denied by her insurer, AIG Australia. The athlete's claim was linked to a disorder in her right ankle, identified as osteochondritis dissecans after doctors conducted an X-ray. - read more

NSW Premier Urges Speedy Action on Flood Claims as Industry Expands Support 30 May 2025: Paige Estritori The New South Wales Premier, Chris Minns, is urging insurance companies to expedite the processing of flood claims as the number of affected policyholders grows. In response to the ongoing natural disaster, the insurance industry has opened a second hub to provide assistance. - read more

Insurer Ordered to Refund GAP Premium After Unfair Sale 28 May 2025: Paige Estritori A significant decision has been made as an insurer, Eric Insurance, is required to refund a consumer for a Guaranteed Asset Protection (GAP) policy deemed unfairly sold 13 years ago. The policy stemmed from a $31,000 vehicle loan, and the consumer argued that misleading practices influenced this purchase. - read more

Acenda Extends Premium Relief to Customers Affected by NSW Floods 28 May 2025: Paige Estritori In response to the severe flooding in New South Wales, Acenda has rolled out a suite of supportive measures for its customers. The life insurer's initiatives aim to mitigate the financial burden faced by affected individuals and families during this challenging period. - read more

QBE Amplifies Cybersecurity Initiatives in Response to Rising Threats 26 May 2025: Paige Estritori In an era where cyber threats are intensifying and regulatory demands are escalating, insurance giant QBE is significantly enhancing its support for brokers and their clientele. This decisive action was highlighted at a recent cyber insights event held in Sydney. - read more

Rising Life Insurance Coverage Highlights Persistent Knowledge Gap 23 May 2025: Paige Estritori New findings from NobleOak reveal an upward trend in life insurance coverage among Australians, alongside a persistent gap in understanding of fully underwritten policies. According to the NobleOak Life Insurance Pulse Report, 60% of Australians aged 30 to 60 now hold life insurance, a noticeable increase from 55% the previous year. - read more