Another Asprea experience

missile

graham260967 wrote: »

Direct Line and any companies that have N/U under writing their insurance.

Does NU (Aviva) underwrite all Direct Line house / motor insurance?

dacouch

Direct Line underwrite their own policies

missile

dacouch wrote: »

Direct Line underwrite their own policies

That is what I thought, thanks for the confirmation. I believe they do not use Asprea?

dacouch

I believe they have their own in house company called UK Assistance which is owned by RBS and works on all the RBS brands

Mr_Man_Full_of_Love

This has actually become quite comical.:rotfl:
I filed official complaints about the crap service and each of the parties involved - Barclays/Aviva/Asprea - send you on a revolving staircase around the three with each giving the name or contact number of the other as the next option. They're all winners of the Buck Passing Championship.:T And of course they all promise to get back to you but never do.:A
I assume we're not allowed to name names on here but suffice to say if your Asprea advisor has the initials KG be very afraid.:rotfl:

I'm fortunate in that I don't have any financial problems. I would be seriously worried for anyone on a tight budget who gets caught up with these clowns.

Mr_Man_Full_of_Love

One thing I forgot to ask was is the asprea.co.uk website that's permanantly offline the website of the muppets described on this forum? If so does anyone know why it's never available?

Thank you.

DaisyDog_2

Sadly I am like many other contributors to this site - Asprea have refused my mothers recent claims .

Guttering fell due to the constant rain and wind in Oct 09 and being metal broke the utility roof below. Asprea came and took photos and declined the claim due to wear and tear and advised rain would not cause this damage, and said as we had not maintained the guttering/rotten fascia allow the guttering to fall, and the roof below did not have lead flashing, the roof damage was not covered either.

The snow and ice arrived Jan 2010 taking down guttering on another side of the house. Asprea sent the same 'expert', who grumbled as he came through the house to see the damage 'same problem as before then'. He had already made his mind up and declined for the same reasons stating we had not had much snow and certainly not enough to cause damage.

Meanwhile the ins co had sent a builder for emergency repairs, who stated metal guttering would not stand a chance in either case and the claims should be paid. In any event the roof would be covered as it was obvious the leaks were new.

Asprea will not budge in their assessment and the builder originally backing us is now claiming a different story. When pointing out what their own builder said, the assessor said 'what would they know - they are not trained assessors'! Funny, I thought a builder referred via the insurance company would have an opinion and certainly be trained to spot damage & causes. If they do not know what causes damage & how to correct why are they calling themselves builders??! :mad:

I get passed around the system and no one wants to help as they claim they do not need to discuss any further as they are not paying out.

The snow caused a glass roof to leak due to the weight plus the gutter landing on it and again the will not cover. This roof houses the boiler and washing machine, so if the leak meets either appliance Mum may lose my heating & electrics. Again, the ins co & Asprea do not want to know.

Each Asprea rep states different things and changes their minds, there is no customer service/rapport or customer relationship skills.

I understand the wear and tear issue, however the first claim they said they would not pay as no maintenance was seen and in the second claim they said the glass roof was not covered as previous maintenance was evident!

So whatever the conditions or damage they have a smart answer.

When I explained our builder repairing the Nov damage did not see any rotten fascia, they simply said we can zoom in on the photos and can see that it was. The assessor even asked if I or my 70yr old ill Mother had been up to view the wood!
:rotfl::rotfl::rotfl:
Sadly she/I believed the advertising hype of Saga. They pass the underwriting to Aviva who do not want to know or help unless we borrow to pay for an independent assessor to visit and even then they have pointed out that assessors report are rarely overturned. Aviva were friendly and listened, but again will only go on the assessors report and the assessors manager/supervisor made it clear he had seen the photo and that was proof enough.

So if you maintan your property and the repairs are visible they will not pay. If you do not maintain your property they will not pay. Rain, gale force 8 winds, abnormal ice and snow are not insurable events, despite accidental cover on policy clearly stating snow and glass roof is covered.

Sorry about the rant, however this is simply a small fraction of what has happened and how badly we have been treated. :eek:

The moral of the story - DO NOT INSURE WITH ANYONE CONNECTED TO ASPREA.

If anyone has any suggestions as to how I can take the matter forward please let me know.

dacouch

Does your mother have Accidental Damage Cover? (They may call it "Extended Cover")

DaisyDog_2

Yes she does have accidental damage cover on both the buildings and contents policy. She also has storm cover, snow cover, glass roof cover, garden cover and she has never claimed.

Asprea are adament the guttering is 'wear and tear' and because of this they claim that anything damaged below it is not covered.

dacouch

I would have expected the damage the gutter did falling on to the utility roof to be covered under the accidental damage cover. The damage to the guttering is not so clear cut.

Put in an "official complaint" to Saga (It tells you how to in your policy booklet), your contract is with Saga not with Apsrea so do not let Saga palm you off onto Asprea. Saga will have to look into your complaint properly and report back to you within a certain period. If you are not happy with the result you can then go to the Ombudsman (Bear in mind the ombudsman will take many many months to give a decision).

I would not hold your breath on getting all of the gutters replaced, in my opinion if you get part of them replaced it will be a result