Burst Pipe House insurance ? claims assessor

SHEILA54

Hi

I am looking for some advice. I noticed leaking under the floor in my kitchen and called my insurance company. To cut a long story short it turns out that a pipe had burst inside the concrete floor (we had subsidence and are on a concret raft). It took them 10 days to eventually come and trace whilst we were stepping in water deep enough to soak the bottom of our trousers, despite mopping it up. The leak is now repaired but it has destroyed the flooring and seeped up the legs of the kitchen units.

The loss adjuster came in before the leak was repaired has said that they will send in dryers but it will take around 6 - 8 weeks as concrete is porous. He also said that they would shore up the units etc to dry but that as a last resort we may have to move out.

My problem is that the units look ok, except for the wooden legs of the units which are soaked, but the water must have got into the units themselves. The loss adjuster says that they will repair or put in new base units if necessary but refit the old doors. Also he says that, if they cannot get the same kitchen (wood doors) they will replace any damaged units with as near a match as possible.

I have full buildings cover and contents with accidental damage to both but a £500 excess for water due to a drain backing up and flooding a converted garage bedroom + a burst pipe in the last two years.

I do not have a copy of the policy and the company have now changed names but the claim is under the old policy. However I cannot download details of the Homeplus policy as only the new one is available.

I pay £90 a month due to the privilege of having had subsidence 20 years ago and being unable to change company.

My question is that a friend had a similar problem and got a new kitchen out of it and I have been told that this is usually the case by a plumber.
I wouldn't mind even paying part of it if I had to as it seems that now would be the time to do it but why did this happen to them and yet I am being fobbed off?

Also is it wise to use the builders who are affiliated to the loss adjuster as they will surely try to do everything as cheaply as possible to keep the claim cost down?

Lastly someone suggested getting in a claims assessor to take away the stress and make sure that there is someone to protect my interests but what do they cost and can anyone tell me if it is worthwhile?

Thanks and any advice would be appreciated.

Astaroth

You would need to see a copy of the policy document to see what the clauses were on "matched items" - who was the insurer and when did the policy start? Whilst it used to be common practice to cover matched items it now is the reserve of the more expensive classes of insurance.

Most insurers will allow you to pay the difference to replace a complete setup or give you a cash settlement so that you can then get your own people to do the work and pay the extra for the rest of the doors to be changed and fitted.

Insurers own agents are very very rarely cheap, almost certainly the opposite because the insurers post fairly high service level agreements and want things done right first time.

You could pay for a loss assessor to take some of the stress out of the matter but a properly qualified chartered loss adjuster (loss assessors and loss adjusters are the same thing, just depends who pays them basically) doesnt come cheaply.

dacouch

Assuming you are not covered for "Matching Sets" and that the policy wording defines matching sets then the best you can hope for if you push the Insurers is for them to contribute 50% of the cost of supplying / replacing the rest of the kitchen cabinets if they are not damaged

SHEILA54

Astaroth wrote: »

You would need to see a copy of the policy document to see what the clauses were on "matched items" - who was the insurer and when did the policy start? Whilst it used to be common practice to cover matched items it now is the reserve of the more expensive classes of insurance.

Most insurers will allow you to pay the difference to replace a complete setup or give you a cash settlement so that you can then get your own people to do the work and pay the extra for the rest of the doors to be changed and fitted.

Insurers own agents are very very rarely cheap, almost certainly the opposite because the insurers post fairly high service level agreements and want things done right first time.

You could pay for a loss assessor to take some of the stress out of the matter but a properly qualified chartered loss adjuster (loss assessors and loss adjusters are the same thing, just depends who pays them basically) doesnt come cheaply.

Hi

I wish that I could see the policy wording as the loss adjuster seems to have one. I was not sent one by the broker and the company, Norwich Union, has been taken over by Aviva and it is their policy schedule showing online. I have a home plus policy which expires this month but I will have to stay with them due to the subsidence 20 years ago.

What I cannot understand is the idea that they may not be able to match as the kitchen as it is Hygena and MFI have gone out of business. How can you have a fitted kitchen with units that look different?

The loss assessor idea came from a friend who had problems with a claim but cannot remember what % they charged.

dacouch

If you have a normally constructed home with no unusual contents then I assume you will be covered by the Aviva "Your House" policy.

This is a link to it
http://broker.aviva.co.uk/document-library/files/yo/your-house-policy.pdf

Here is the relevant wording about matching pairs

"Pairs, sets and suites
We will not pay for the cost of replacing
any undamaged items which form
part of:
• a set (other than a pair);
• a suite; or
• any other item of a uniform nature,
design or colour, including carpets;
when damage happens to a specific part
or within a clearly identifiable area and
replacements cannot be matched"

(Page 25)

You do have "Trace and Access" cover though

SHEILA54

dacouch wrote: »

If you have a normally constructed home with no unusual contents then I assume you will be covered by the Aviva "Your House" policy.

This is a link to it
http://broker.aviva.co.uk/document-library/files/yo/your-house-policy.pdf

Here is the relevant wording about matching pairs

"Pairs, sets and suites
We will not pay for the cost of replacing
any undamaged items which form
part of:
• a set (other than a pair);
• a suite; or
• any other item of a uniform nature,
design or colour, including carpets;
when damage happens to a specific part
or within a clearly identifiable area and
replacements cannot be matched"

(Page 25)

You do have "Trace and Access" cover though

Thanks. I received a policy booklet for Aviva today from my brokers but the policy claim relates to the policy with Norwich Union, which renews with Aviva in December. Would the wording be the same as the Aviva one or could there be differences please?

I have buildings and contents cover, both with accidental damage insurance, legal cover etc.

Kittian_the_Blue

If you've got a policy booklet from your broker then if you post the exact wording on the thread then we can advise.
As an aside, has you spoken with your broker about it - it's part of their job to advise you and to help you in cases like these - give them a call!

dacouch

The policy wording has not changed, they have just changed the name of the Insurer

oomyekim

Majority of home insurance policies do not cover matching items...Insurers way of reducing costs on claims. But I do know that if you push the company enough and make enough noise they will offer a 50% contribution towards the undamaged matching items which is the maximum you can expect to receives as this would be the outcome if the complaint were to go to the FOS.