Guaranteed Protection Insurance For Damp Proof Work

ighillie

Hello, and thank you for reading my first post!

My question is about guaranteed protection insurance (GPI).

We had some damp proofing work carried out on our property just over a year ago and one of the treated areas is showing signs of damp again. I contacted the damp proofing company but they had gone out of business, luckily I had taken out guaranteed protection insurance to cover ourselves for this eventuality. This insurance is valid for 10 years.

I contacted the GPI people, who confirmed to me that I was covered, to arrange for work to be done.

They have told me that I must produce thier original cover document, sent to me in October last year, or the cover is invalid.

I can not locate the paperwork from the GPI but have all other paperwork from the damp company, including proof of payment of the cover.

Our mortgage company are also holding £5000 from us until the damp is rectified.

Questions:

Does anyone know if the GPI are able to do this to us? They have after all confirmed that we are covered?

Is there an overall insurance body that I can go to for advice?

Is it reasonable for insurance only to be valid on the production of an original document from the company when they have already confirmed that I am covered?

Has anyone else experienced something like this before?

Thank you

ig

shudder

If they can confirm you are covered I see no reason why you should have to produce your documentation. Its hardly reasonable to request this for a 10 year policy when there is every chance it may be lost over that period.

Firstly raise a complaint with them and if you have no joy try - www.financial-ombudsman.org.uk

ighillie

Thank you Shudder.

Do they have to be a FSA registered company for the ombudsman to get involved?

FlameCloud

Yes, but if they are selling insurance they would have to be anyway- or under the authority of another EU regulator ala Ireland.

foggytown

GPI seem to be trying it on with a "fast shuffle". I should think that the FOS would be less than amused by an insurer who refused to accept a claim on the grounds that the insured couldn't produce the original policy. GPI know you are insured. Even if there were a sneaky little clause in the T&C requiring production of the original policy, it would probably be found to be against the public interest. How many houses burn down each year with their insutance policies inside them?

ighillie

Thank you for the replies.

I am going back to GPI to give them one last chance to sort things out before going to the Ombudsman.

Appreciate the advice, will let you know what happens.

magpiecottage

They are allowed eight weeks to issue a response. FOS will not look at it before that has expired.

If the insurer has no record of you then a policy document MAY be needed to show that your policy existed but not solely because you cannot find it.

It is more likely to be inadequate training that is the problem.

Ask for any additional costs you incur as a result - for example extra interest because you have had to borrow elsewhere.

ighillie

I spoke with the GPI people this morning and went over old ground for most of the call, they again stated that I would need to provide original documentation and again confirmed that I was covered by thier insurance, but that the insurance would be void without original docs.

I told them that i would be reporting them to the Ombudsman and they have now agreed to send me a claim form - lets see what happens next!

Fingers crossed.