Burst pipe insurance claim

SHEILA54

Hi

I have an insurance claim for a burst pipe that is giving us problems. The claim began at the start of November but, due to mismanagement, the work has not yet begun. The leak has been going on in the floor, concrete, for a long time and has caused damage to the floor and walls in the kitchen and surrounding rooms.

We have now been out of our property for 7 weeks, in a let paid for by my insurance company. but they still have not taken out the kitchen units to allow for drying. I am told that this is due to the fact that the claim will be of a higher cost so they wanted a surveyor's report.

We met with the surveyor and he told us to change the appointed builders as he knew them and they would try to cut corners to make their money.
They did a report 3 months ago, which was incorrect and had to be done again, so I do not have a lot of faith in them. The surveyor also did a detailed report, which I am told that we cannot see, but I think that I know what he said as he told us.

After the units are taken out and the area dried all of the kitchen and surrounding walls need replastering.

The builders reckon that the whole work will take 4 weeks, to include replastering, reflooring, redecorating and installing kitchen.

Here are my questions:

1) I thought that plaster needed time to go off before being redecorated so I am worried about this as they do not seem to be allowing any time for this to happen

2) Is it worth me hiring a surveyor to oversee the work so that they don't cut corners and do things properly? If so how much would it cost?

3) Can I get access to the surveyors report so that I can make sure that they do things properly?

4) The surveyor sent out by the insurance company thought that he would be asked to manage the claim but hasn't been appointed so who would normally manage this?

Having had a totally bodged subsidence claim in the past and with the mismanagement in this claim so far I have little faith in anything that I am told so would be grateful for advice as how to go forward with this?

Thanks

huckster

1) Found this info online. "When a wall or ceiling is plastered the wall is obviously wet. A very frequent question to DIY doctor is how long must I wait before I can paint it. There is no definitive answer to this question as all walls and ceilings will dry out at different speeds. With a normal centrally heated house you can be pretty sure of safely painting after 4 weeks but it can take a long as 6 and with extra heat in the room it may be ready in 3" (DIYDOCTOR.ORG.UK) Check whether they are using special quick drying plaster and applying extra heat.

2) Yes you could hire your own surveyor or qualified person to check the specification for the works and make quality checks. Cost £xxx.xx per hour. (ask for quotes )

3) Yes, ask for a copy of the surveyors or loss adjuster report and advise you will submit a subject access report under Data Protection if necessary. Some companies can be reluctant to release the report, but if you insist I am sure they will do this.

4) Insurers may just manage this with the contractors themselves, paying for the relevant works at they go. Perhaps they don't wish to pay the surveyor(loss adjuster) any further fees to deal with the claim.

SHEILA54

Hi

They reckon that all of the works will take 4 weeks after drying whereas the surveyor doing the report told us 8 - 10 weeks. As they have to replaster the walls, decorate, tile, put in a new kitchen rescreed the floor etc, and that is just the kitchen / breakfast room without the other rooms, then it seems to me that they intend to plaster and redecorate straight away.

Is quick drying cement any good as the drying company said that the walls and floor were 99% wet in their report and I don't want further problems later on.

We have had nothing but problems with this claim as the loss adjuster has sole authority and never tells us anything. He has never been to the property and does not return phone calls.

We have now been out of the property for 7 weeks and nothing has been done yet!! We have to move to another property as the let is due to expire which is causing a lot of upheaval for the kids.

I asked the loss adjuster for a copy of the survey and was told that I couldn't have it and yet I was the one who found the discrepencies with the original schedule of works which said that the units did not need to be removed for drying when the drying company said that they could not dry the walls unless they were as driers had been in place for a couple of weeks with no effect! This went to my insurance company through a different loss adjuster, who did not pick up the error, and has resulted in the whole claim taking a lot longer.

There are now black mould patches on the wallpaper in the hall by the front door so should I mention this as it has not been covered under the original schedule, which the builder has told me is being adapted?

I do not trust these people at all and reallly don't know what to do?

huckster

I think you will need to make a formal complaint to the claims department, saying that you are not happy with the way things are going. They should get in touch with the Loss Adjuster to find out what works are scheduled and how these will be done. The claims department should be prepared to confirm all the details in writing and provide a copy of the loss adjusters report. As I said earlier you can insist on this being released to you by making a subject access request under Data Protection.

Once you have Insurers information about the works, you could then consult your own builder or surveyor. This would be sensible, as by the sounds of it your Insurers are trying to take short cuts with the work. My sister had a water damage claim many years ago due to a burst pipe and was out of her house for 6 months. From memory it took a couple of months to dry the property, before they started the work. They then took several months to complete the work.