Buildings insurance... how to dispute settlement?

hillsbilly

I am being constantly flooded by the tenant of a flat above me. Unfortunately, I am forced, by the terms of my leasehold ( I am an owner/occuppier) to insure my property with the same insurer as the local council.

Despite being flooded a dozen or so times, most of the damage has been insignificant, such that I have only made a claim on 2 occasions. The first was for £1500 to repair 2 ceilings, which the insurance company (Zurich) did not dispute, and actually stated that the estimate was competetive.

The current claim, however, is subject to dsipute.

We have submitted the usual 2 estimates, one of which is from the company who completed the previous repairs, who Zurich said were competetive. The 2 estimates came in at between £3500 & £3800 since the damage on this occasion is more severe.

Zurich sent out a loss adjustor (this is not the name they gave, but is what it amounts to) who completed an evaluation of the work necessary. The report was completed off-site, which I find relevant since there is a box at the bottom of the report that should by signed by the claimant, agreeing that the report is an accurate account of the work needed.

Despite both of the contractors whom we obtained estimates from stating that one of the damaged rooms needed to be completely gutted and rebuilt, the 'loss adjustor', from Rok, who are contracted by Zurich, deems that the only work needed is to stain block and repaint the room. The evaluation also only accounts for stripping and re-papering the areas affected, but no mention of painting, replacing cracked coving etc. Also, water damage has buckled 2 door frames, Rok seem to think adjusting the doors to fit is sufficient, and Zurich have consequently offered settlement of a little over £1600, less than half of the cheapest professional estimate, or we can use their own contractors (Rok) to complete the work.

Stain blocking and painting seems to me to be hiding the damage, and not repairing it. I am no expert, but the damaged walls are partition walls and made from plasterboard. Water damage would surely have made these brittle, or soft and crumbly. Indeed, the latest flood actually burst a hole through the walls, and one of the walls has a hole near the base.

How do I go about disputing this settlement offer? I know I could accept Rok doing the work, but I've heard bad things about their workmanship locally, and I'm also concerned that they will just paint over the damage. Surely I'm entitled to have my home restored to the state it was in before the flood.

huckster

Suggest that you ask to speak to the claims complaint/customer relations team, to advise them that you are not happy with the work that has been suggested by ROK. Ask if they will arrange for a loss adjuster to visit, so you can point out the work that you think needs doing.

I think you have a point about plasterboard. If it is damaged by water, this will penetrate the paper/cardboard type coating and the board will crumble. If you look at the cost of plasterboard, it is not very expensive, so I can't see why they would not replace, if water damaged.

Perhaps ROK are trying to side with the Insurers i.e. minimise claim, so as to help them win/retain future business.