Direct line home insurance nightmare

IWILLEATYOURFIRE

Hi all,

We've been in the midst of the biggest nightmare regarding direct line home insurance.

1st there was a massive leak under our floor in one of the pipes which damaged our walls and floors etc.

we contacted direct line and they said we should make the leak good, which we did including a subsequent pressure test confirming that there was no more leaks, and that they would send a loss adjuster/ insurance adviser around to sort out the loss.

A guy from UK Assistance, who I understand is a subsidiary of RBS/ Direct Line whatever, called out and everything was grand. He said that he would appoint two separate companies, one to remove the furniture and floors etc and reinstate them after drying, and one to dry out the house.

So far, so good. A few days later the builders arrived to remove the furniture, bits of rotten woodwork and floors etc. The drying company then moved their dyers in a few days later.

We were told that we had to vacate the house until all works were completed although no one could even give us a semi-specific timescale. The general response was ' 2 or 3 months...or so'

So that no time would be wasted and we could hit the ground running we inquired to UK Assistance as to what kind of price bracket we should be looking at when picking replacements for flooring etc. UK Assistance told up that the builders would have that information and a month later, after countless phone calls, texts, and emails, we finally managed to get it out of them...not that it would've have wasted much time as a whole fortnight after the dryers moved out the builders finally moved in to reinstate everything.

Basically the builders took about 6 weeks to replace wood work, lay floors/ tiles and paint the place. After a report that the builders were spotted merrily washing their van in our drive I started to keep a close eye on their progress by calling out to the house every evening. I observed that on some days a total of 8 solid wood floor boards were laid, on others I couldn't quite put my finger on what was done...if anything.

I contacted the chap from UK assistance and told him about the lack of momentum on work on the house and he had the cheek to ask me why I was so anxious to know anyway. He said that we could not expect the builders to be at the house everyday and that he has never had any complaints about that particular firm. I asked him and the building company to furnish me with a schedule of works and to this day I have never seen one and to this day there's still bits of plastering among other things, for them to finish.

It took for a formal complaint to be issued to UK Assistance before we got a completion date. Whilst the works were taking place I also had a new bathroom suite put in. Whilst the builders were tiling over the new bath (the original had to be removed to get at the leak) they cracked the bath. I called them and said that they must replace it. They denied that they cracked it, even though they were the only people apart from myself and my girlfriend near the house at the time, but eventually agreed that they would replace it. Somehow, they managed to convince our friendly UK Assistance adviser that the bill for the replacement bath should be settled through our claim, perhaps that's why it took 4 grown tradesmen a whole day to put the new one back in!! To this day, some weeks after reinstatement, they haven't adequately sealed round it which causes water to spurt down the Back when taking a shower!

Anyway, so eventually the house was finished, and we moved back in. THIS IS THE REALLY GOOD BIT SO STAY WITH IT! and almost immediately we noticed some suspicious undulations in the solid wood flooring, which had been left in-situ for the mandatory 2-3 weeks, in the hall. We mentioned this to the builder and he said leave it for a while to see if it gets worse. It did get worse so we called the builder back to have a look. He said that it must be moisture so removed a board for testing. By this stage we wouldn't put anything past these builders so we wondered what they would come up with. one day the builders and the drying company arrived at the house. The drying company said that the builders work was fine (although the boards were tight to the radiator pipes and no membrane had been placed under it between it and the concrete as had been with the original floor) and the builders said that it must be the drying companies responsibility. A week later an independent drying company, appointed by the original drying company, turned up with a thermal imaging camera and drilled down to find higher than normal moisture levels in the concrete, they were shocked that a membrane has not been put under the floor but concluded that the house wasn't dried out properly.

The drying company then sent out another chap to determine whether the moisture had come from outside or inside the house. He concluded that had came from inside the house.

Today we were told to leave the house after letting a representative from the drying company and an 'independent' plumber carry out a gas based pressure test to determine if any leaks still remained. About an hour after these guys arrived my girlfriend received a phone call from the drying company asking her to come back to discuss what they called 'major issues'. Now, my girlfriend arrived home for the 'independent' plumber to tell her that they could not carry out said gas test because the pressure of the water entering the house from the mains was 11 bar!! Thankfully my Dad works for the local water service and confirmed that their claim was tragically laughable. MOST IMPORTANTLY the plumber claimed to have found a leak in the overground pipes leading to our dishwasher, which he had duly fixed without our permission in our absence, that was to explain for the rising floor in the hall and living room. More suspiciously still, a separate company, apparently appointed by the drying company called to arrange a time for the gas pressure test an hour after the original guys left?? The only evidence of said leak was some water in the utility room, that wasn't there when we left, and a severed rubber washer which he handed to my partner. He concluded that the drying company were not liable and the we would have to make a fresh claim, which I'd imagine would be flat out refused, to rectify the problem. The same independent plumber also told my girlfriend that we needed a cold water tank in the system otherwise it was going to blow up what with the 11bars of water pressure and everything. Said cold water tank is not required in a pressurised system so obviously the guy didn't even know what he was looking at!

Prior to the arrival of those guys this morning we had saw no evidence of said leak behind the dishwasher. I have a suspicion that when my girlfriend left he opened the valve, let a few 100 gallons of water into the floor, and then closed it again.

The drying company now claim that the leak that we neither witnessed or saw them fix absolves them of all liability. They suggested that we make a FRESH CLAIM.

We are left with rising floors in the hall and living room including stuff that the builders botched, and no one to sort it out. What can we do??? I'm tearing my hair out...:mad::mad::mad:

IWILLEATYOURFIRE

bump bump bump

dacouch

It might be sensible in your situation to employ the services of an independant professional such as a chartered surveyor to assess the damage and likely causes etc. You could then use their report as evidence.

Bear in mind that your Insurers will not always pay their costs, although it could save you money in the long run and make sure things are put back correctly.

A good bit of advice when it comes to Insurance is never use the Insurers own building contractors as they often cause problems

IWILLEATYOURFIRE

Thanks for your reply, the only problem is they said they fixed this supposed leak, even though they did so without permission (and also left me with another leak). Can it still be investigated whether or not this leak was there in the first place and if so did it cause that extent of damage.
A pressure test was done less than 2 months ago, and in that time is it possible for such a leak that went unnoticed by myself to cause such damage, and tear a washer in half?

dacouch

I would have thought a decent surveyor could workout how old any repairs etc are

pedro123456

"we contacted direct line and they said we should make the leak good, which we did including a subsequent pressure test confirming that there was no more leaks".

Was it made good by a plumer, if so did he give any indication as to "where" the leak came from........ie was it the actual mains water pipe in? Is this the pipe that you refer to as being "11 bar of pressure"?

As I would have thought that the water board are responsible for you pressure in......so if it was too high that isn't your fault..............and in any case thats for the IC to sort.

But my initial impression is that the work carried out has not beeen done to a reasonable standard and that the IC have a duty to make sure the work is good before paying them, I feel as the dispute should be between the IC & builders...............if it were me, I would just keep on at the IC.

If a surveyor was required and he will be, the IC should foot his bill not you......................thats what you actually pay you premiums for.

so...............get on to the IC, tell the IC its for them & builder/driers to sort, not you, and that they shouldn't expect you to get involved at all.

Pete

ps..........dont have none of their get out clauses and or bulls###e, make them do what you have paid them to do...................end of ramble.

IWILLEATYOURFIRE

The IC have said that they are now done with it and asked us to make a fresh claim. I'm been driven to drink here...

I spoke to the plumber that came out to the house yesterday at the drying company's request and he said that the leak was more of a weep. This 'weep' must have occurred after the original pressure test and after we had moved back in because the drying company certified the house dry, even when the floor was lifting!! This 'weep' according to the drying company is responsible for the rising floors even though almost immediately after the new floor went down it was starting to cup. Also the utility room, the source of the weep, is quite a bit away from where the boards started to cup/ rise. The independent plumber who came out yesterday said that the drying company also had their plumber there who identified and fixed said weep. I can't believe that the IC are content to take the drying company's word for it. I refuse to make a fresh claim because there was no evidence of any ongoing leak or indeed weep when the floor first went down. Prior to yesterdays test the drying company had asked an independent drying company to come out and asses the problem- their conclusion was that the house wasn't dried properly and the chap even had a thermal imaging camera that would identify any hot water leaks and surprise, surprise the alleged leak was not found, even though it was alegedly on a hot water pipe. UK Assisance are basically trying to say that we are just a hassle, primarily because we made so many complaints about the stabndard of work before the house was finished. I'm really at the end of my tether here. Is the solicitor my next port of call????

pedro123456

Iwilleatyourfire,

I am not in the insurance industry, I have no criminal tendencies, I wouldn’t rob my Grandmother and these qualities leave me unqualified.

Having said that you have a problem here, because despite the fact that you have played the game fairly the IC are trying to shaft you, don’t take this personally that’s what they always do, it sort of goes hand in hand.

So your problem…………this is my opinion and thoughts of what ‘I’ would be thinking of doing.

Set down your complaint in writing in full, ask someone that doesn’t know or your problems to read it, if they get the gist then it should be ok.

Send copies to ……………………………………………………………………AND ASK for their advice.

http://www.fsa.gov.uk/
http://www.consumerdirect.gov.uk/
http://www.consumeractiongroup.co.uk/


In the meantime write to the IC ,if you haven’t already ! and ask for their ‘final response’

Once you have received this final response (and if you are still not happy )you can take your concerns to the Ombudsman (presuming the above 3 cant sort it for you)

http://www.financial-ombudsman.org.uk/

If you thought that coming on this site was going to answer your problems I’m afraid you were mistaken, ppl can try to help though, some will help if you cross their palm with silver.

Now I have spent a good couple of hours doing this bit and although I enjoy helping others (thats presuming I am helping…lol)I have a price too, so my price is this .............print the link below and send to your GP surgery for the attention of all Doctors, better still take it in.

http://www.abi.org.uk/Document_Vault/2008_BMA-ABI_Guidance_FINAL1.pdf

My parting shot is this………the IC are wanting you to lay down and submit they will do all they can to frustrate and bring you down………don’t let then, shove their loopholes where the sun don’t shine.

Ang fire with legal advise for the mo.........but consider it.

I wish you luck mate

Pete

therightclaim

Hi all I am not a lawyer but a public loss assessor for the past 22 years. The nature of your problem stems from all insurers desire to mitigate (reduce) a claims cost by applying procedures and processes that typically fail to address the needs of of the claimant.

However there is some good news. The fact that your insurers have "controlled" by the use of their contractors under a delegated authority scheme or under the direction of the UK Assistance adjuster means that your insurers carry full liability for putting your home right. There is a recent ombudsman ruling that will affirm this. In addition as your insurers had "elected" to reinstate your home as the means of settlement it is now arguable that your rights are over and above the limits that are prescribed in your policy (Brown v Royal Insurance 1859).

The appointment of a surveyor in identifying the cause of the additional damage may therefore not be necessary as insurers are still responsible to put all of the damage right no matter who caused it. The costs of the surveyor may well be recoverable if it can be shown that his services were required to properly identify, specify and supervise the reinstatement of your home.

If the costs are not recoverable you may still wish to engage a building surveyor so that you have piece of mind as to the integrity and appropriateness of the work being carried out.

If you need more specific advice I will look at for a reply.

rosiebud

we have water under our floor - joists have rotted - dont know where leak is coming from

Had woman out from Direct Line yesterday - I thought they paid for leak to be traced, it says so in my insurance booklet but according to her, no they dont.

I have to get a plumber and source the leak.

She wasnt as helpful as i expected at all. What happens if plumber cant find leak, my husband couldnt and he's worked in building all his working life.

therightclaim

The responsibility for stopping the leak always rests with the policyholder. Trace and access cover will provide damage for repairing the damage caused in gaining access while locating the leak. This was something that only a few years ago wasn't covered.
It is vital that the cause of the leak is located to show that the damage sustained has occurred by an insured event, but also to prevent further damage to your own property.
There are specialist companies that will be able to locate the leak without a destructive survey but their costs may have to carried by you unless you get prior agreement from your insurers.