Insurance Claim Help Please

[Obidashi]

Hi can anybody give me some pointers re a claim with insurers for water damage. Having had a property for over 30 years without a claim, we are now having problems with the insurers over this our first ever claim.

We live in a bungalow and the hot water cylinder in the loft leaked and damaged the papered ceiling in the lounge and ruined the wallpaper on part of the walls (which had been emulsioned). Insurers told us to get two quotes from plasterers and two quotes from decorators. We phoned them today with the quotes to be told they will now send Building Services round to determine what they will pay for.

They were agressive on the phone and said we will only pay the minimum and you will have to use the Building Services team - we would want to use our own decorator, they said we can do that but we will only get partial payment.

Is there a way to deal with insurers, any pointers would be helpful.

They have said they will only patch repair the ceiling, I am worried that because the wallpaper has been emulsioned they will say that they can repair that as well.

Can anybody please offer any advice.

Thank you

[Obidashi]

Sorry - to clarify my last para. I assume that they will patch repair the ceiling and that they will pay to have it re-papered, or can they get out of that as well?

The walls had been papered and recently we had emulsioned the wallpaper to "freshen" it up. Some of that paper has come away - can they get away with making us accept a repair to that as well, or do we have any rights?

Sorry to sound a bit stupid, but having never claimed before, I am surprised at how agressive they are.

Thanks

[Hymie]

You might yet discover that your insurance will only pay for the damage to your plumbing, and not any consequential damage.

Many posting answers on this site appear to be of the opinion that insurance companies are benevolent societies � they are not.

Read the small print of your insurance policy to find out exactly what your policy covers � then read it again, so that you are sure that you understand it.

[Obidashi]

Hi - thanks for your reply. I have an Homecare Agreement with BG which covered the replacement tank.

I sincerely hope the insurance will cover the damage to my ceiling and decor - I am not someone who claims for everything and anything - I have never claimed before in my life.

However, forewarned I will read my policy thoroughly - thank you :)

[themas]

Hymie might be right, but it would be a truly lousy house policy that did not pay out for consequential damage from water etc. leaks.

But yes - you must read the policy.

If you are not satisfied with what the insurer offers you have a right to go through their complaints procedure & then to an insurance ombudsman - there will be details of this in your policy.

[Obidashi]

Many thanks Themas - just off to get the policy out for a read. I assume that the insurers would have told me on the phone if we had no cover for damage caused by the water leak.

[flip_flop]

1 - All household policies will cover the cost of redecoration or damage to contents following an escape of water claim.

2 - Your policy will allow your insurer to pay the cost of the repairs, and if they have a preferred supplier it is probably best to use them as the job will (probably) be done quicker. It is not in the interest of the preferred supplier to do a crappy job as they will quickly lose their preferred supplier status. The insurer obligation is to put you back into a pre-loss position post-loss. If they do this they have fulfilled their part of the contract they have with you.

3 - There is no such thing as "small print" in an insurance policy.

[Hymie]

As flip_flop has pointed out � what I meant to say was � �Read the policy sections printed in a smaller font size� (sorry for any confusion).

[Obidashi]

Hi - many thanks everyone for their advice and input - it is very much appreciated.

[woozer]

Hi - what a shame your first call on your policy has not been treated with civility. I dont know how old you are but I am in my late 50,s and often find that the youngsters on the telephones have no idea that they sound rude - I think they think they sound efficient ! Anyway most insurance policies would not replace the part which had failed i.e. the leaky bit of boiler, but they would most certainly cover the damage caused by the leak after deduction of your excess.

Your policy will probably say that the insurer can replace or repair or make an offer of money at their discretion. If they have a preferred contractor then they will only have to pay you what they would have paid the preferred contractor to do the job - you could try and negotiate with the people you would prefer to use and see if they would give a comparable quote - your insurers might be willing to proceed on that basis - but would the work be done to the standard you wanted ? I think most insurers guarantee th ework of their contractors for a period of time - it would be worth asking.

Why will they only patch repair the ceiling - was it patched before ? If you are not happy with the finished job you should be able to get them back to sort it out.

If they continue to be aggresive follow up any phone calls with a recorded delivery letter and keep a file - ask them to confirm what they say to you by letter or e mail

[Obidashi]

Hi Woozer - I am also in my 50's and you are correct the person at the other end of the phone sounded very young!

The saga is still ongoing - the ceiling has never been patched previously and it causes me some concern that they seem intent on patching it, rather than replacing it. Two plasterers have told me that it does need replacing. I have advised the insurers that I can get another opinion but they are not budging - I can see that I will have to go via the FSA and hopefully an independent assessor can either confirm who is right.

I have already had the tank replaced (not by the insurers). I am only looking for the insurers to cover the cost of the ceiling and the decorating. I can see that I am going to have to fight to get what rightfully should be covered by the insurers, All I want is my room putting back to the condition it was prior to the leak.

I have told them that I would prefer to have people working in my home who I know and trust, and they have said that they will (eventually) advise me what they will pay - no mention of negotiating. They said they prefer to put their own team in situ.

Thanks very much for your reply, it is very much appreciated.