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swinton insurance complaint

markeymark
Posts: 571 Forumite
ok folks, this is a bit of a complex one but want to hear some views
Today i tried to switch on my hot water in my flat, but a trickle came out then stopped, so went to my combi boiler and the red light was flashing indicating an error, tried fixing the pressure to no avail! Then i noticed after i flushed my toilet it wasnt filling back up, checked everythin on my boiler and couldnt find anything, tried my washing machine but it went on but no water came thru. went to my neighbour downstairs and he informed me that he switched his water off as he had an accident 3 months ago where his kitchen unit fell onto his taps and bashed them, this caused him to not be able to switch his water off! He contacted his letting agent and has told me that he is useless, he went to their office today but they are closed because of the holiday weekend, the contact number for the office just goes onto an answer machine and doesnt provide any emergency contact details for out of hours. I had a look at his tap and it seems its the thread thats broken, just keeps turning. I told him to shut his water off.
Now i called the letting agent, but got an answer machine and left a message for them to contact me as i do not have any basic facilities
Then i looked out my insurance policy, which i have emergency 24hour cover through swinton. I was on the phone for over an hour and a half to them, i wont bore u all with a detailed conversation but the outcome the insurance company told me was:
i had to go down to "pressure" my neighbour to put the water back on, this guy is in his 70's
they would not send an engineer out to fix this problem then bill the letting agency
they said i had to ask my neighbour to pay for the problem to be fixed, then he should pursue his landlord for the money
senior manager at swinton said he understood my property is unhabitable but these are the only solutions he would offer
am i being unreasonable to expect more?
he even laughed at me down the phone, but then denied it, kept speaking over my, putting me on hold whilst i was talking, to which he said he was coughing
i explained i had no basic facilities in my property to wash,do the toilet,shower for myself or my g/f and 2 kids aged 6 and 9
he said because my plumbing system is shared it is not covered, this even despite me saying it never stated anything in my policy exclusions
i am now left not knowing what to do
he also refused me to get his boss to call me regarding the problem
all thoughts appreciated
Today i tried to switch on my hot water in my flat, but a trickle came out then stopped, so went to my combi boiler and the red light was flashing indicating an error, tried fixing the pressure to no avail! Then i noticed after i flushed my toilet it wasnt filling back up, checked everythin on my boiler and couldnt find anything, tried my washing machine but it went on but no water came thru. went to my neighbour downstairs and he informed me that he switched his water off as he had an accident 3 months ago where his kitchen unit fell onto his taps and bashed them, this caused him to not be able to switch his water off! He contacted his letting agent and has told me that he is useless, he went to their office today but they are closed because of the holiday weekend, the contact number for the office just goes onto an answer machine and doesnt provide any emergency contact details for out of hours. I had a look at his tap and it seems its the thread thats broken, just keeps turning. I told him to shut his water off.
Now i called the letting agent, but got an answer machine and left a message for them to contact me as i do not have any basic facilities
Then i looked out my insurance policy, which i have emergency 24hour cover through swinton. I was on the phone for over an hour and a half to them, i wont bore u all with a detailed conversation but the outcome the insurance company told me was:
i had to go down to "pressure" my neighbour to put the water back on, this guy is in his 70's
they would not send an engineer out to fix this problem then bill the letting agency
they said i had to ask my neighbour to pay for the problem to be fixed, then he should pursue his landlord for the money
senior manager at swinton said he understood my property is unhabitable but these are the only solutions he would offer
am i being unreasonable to expect more?
he even laughed at me down the phone, but then denied it, kept speaking over my, putting me on hold whilst i was talking, to which he said he was coughing
i explained i had no basic facilities in my property to wash,do the toilet,shower for myself or my g/f and 2 kids aged 6 and 9
he said because my plumbing system is shared it is not covered, this even despite me saying it never stated anything in my policy exclusions
i am now left not knowing what to do
he also refused me to get his boss to call me regarding the problem
all thoughts appreciated
0
Comments
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Write to swinton head office, giving rough time and date of call, these calls are all recorded so they can hear everything that went on. Tell them you want some sort of compensation for this.
As for the water, all I can think of is emergency lines if there is one to call.2012 Wins - Danepak Fridge Magnet, £20 Just Eat Voucher, iTunes Song Download, Yellow Toaster and Kettle, Thorntons Bunny, 6 Months Gym Membership, £250 Multipower Products, 3 X Dalepak Vouchers, 10 minute sunbed session, Lucozade Sport, 2 X BMI Flights, Android Zeemote,0 -
i did call the emergency lines, its their emergency home cover line, which i pay extra for, totally cheesed off witht heir whole attitude0
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Ok, two different ideas, which other people may have feedback on.....
Does your neigbour have contents insurance? Will that cover for someone to come out and fix the situation? My way of thinking is that this should be the policy that covers you, as the problem is within his property?
Or...
If no insurance with your neighbour, ring the letting agent again and leave a message to advise them that you are booking yourself and your family into a hotel for the weekend, and that you will keep all out of pocket expenses. Contact them again first thing Tuesday morning to see where they want to take things from there.
Have you checked the nieghbours tennancy agreement for an emergency number or any contact details for the landlord - you probably have, but just in case!
If the letting agent is close by, it might also be worth popping down there to check they definitely aren't open today - Saturday isn't a public holiday and I have a few friends who are letting agents who are grumbling about working today!
Good luck!0 -
he doesnt have any insurance, called the letting agents but still going onto answer machine
total nightmare situation0 -
Quick enough to sell you the policy and take your money, but when it actually comes down to it, all insurance companies are the same!!0
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Sorry, but your account of the situation is a little confusing - are you saying that your neighbour turned off the water 3 months ago and you're only just noticing now?0
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Why on earth would your insurance fix your neighbours property?
In all honesty the insurers are correct, its not your fault and the neighbour should turn the water back on and make his own arrangements for repair.0 -
im not asking my insurance to fix my neighbours property!
what im asking is becuase im in a flat which my neighbour can switch the water supply off to my flat in emergency, why should i be left without any basic amenities?
i know its his problem, but we cant get a hold of the letting agency
i thought the insurance should have send someone to do an emergency repair and bill the letting agency!
it does state in my policy they would pay towards accomodation and travel should my property become unhabitable0 -
markeymark wrote: »im not asking my insurance to fix my neighbours property!
what im asking is becuase im in a flat which my neighbour can switch the water supply off to my flat in emergency, why should i be left without any basic amenities?
i know its his problem, but we cant get a hold of the letting agency
i thought the insurance should have send someone to do an emergency repair and bill the letting agency!
it does state in my policy they would pay towards accomodation and travel should my property become unhabitable
Well theres nothing wrong with your property so why would they do anything? the water needs turned on thats it.
As for doing the repair, its very kind of you to choose their customers for them and contract on a job you have no right to do.
And your property isnt inhabitable.
At the end of the day your neighbour should turn the water on, his repair is not your problem.0 -
so i have to force an elderly man to flood his property?
common sense should prevail, not anyones fault here but his letting agent
and the property is uninhabitable, the manager from swinton said it was (ie having no basic amenities eg toilet,shower,heating,hot water) this is irrelevant where the problem is!
and also not very good for swinton to ask me to put pressure on my neighbour!!0
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