A strata unit owner who claimed for water damage caused by a broken dishwasher hose will not be covered for her losses because the leak was thought to be caused by rodents.

The woman said the dishwasher was affected in April last year and she lodged a claim that September.  

But Strata Community Insurance Agencies disputed whether the event triggered its policy and said even if it did, exclusions around damage caused by rodents would apply. 

In her claim, the insured had referred to a tax invoice from the plumber who investigated and repaired the leak.   

It showed the plumber suspected rodents had chewed on the hose but said more investigation was needed. An amended invoice was later provided that removed the plumber’s opinion.  

In emails with the insurer, the plumber said this was done following requests from the claimant. They also suggested the damage could have been caused by the “constant scraping of the hose ... through the access hole each time the dishwasher was in use”. 

The insurer’s appointed expert said damage to the hose was “quite extensive”, but they reported no signs of scraping or wear and tear marks.  

They said there was no evidence the dishwasher could “agitate so aggressively and repeatedly during operation over time to create the type of level of damage”, and that markings on the hose supported the plumber’s initial suspicion rodents caused the damage.   

In a dispute decision, the Australian Financial Complaints Authority acknowledges the claimant’s argument that the experts’ opinions are assumptive, but it says she has not provided “any persuasive information to the contrary”.  

It accepts, based on the experts’ analysis, that rodents were the likely cause of the damage. While the event did trigger cover, the water damage to the unit was therefore excluded.

“I am satisfied, without evidence to contrary, it is fair that the insurer be permitted to rely on the opinions provided by the appointed consultants,” an AFCA ombudsman said.

Click here for the ruling.