Direct Line/Loss assessor/flooring claim

snapyou

On the 9th November I discovered a bad water leak in my kitchen.Called a plumber who traced the leak to my washing machine. The leak had caused severe damage to kitchen lino and the plyboard underneath (which had just ben fitted in February).
I phoned my insurance company ,Direct Line who asked me to get a quote for replacement and for photos of the damage which i sent into them on the 15th November.
About a week later they rang me to tell me they would have to send out an assessor from Independent Inspections. He came out on the 16th December and dealt with my wife as I was at work.
He agreed that the whole flooring needed replaced.However, my wife was told that it would be our responsibility to take up all existing floor damage (i.e. nailed down ply and lino measuring approx 15'x 20').This in itself is a big job,she was told just to get a very sharp stanley knife and do it herself!
When asked when would we receive our new flooring she was told ,"sometime in the new year" .
We have a 6mth old baby and the smell of dampness is still awful.
How long is a reasonable time to settle such a claim and do i have any right to ask for help with disposing of all old flooring ? (the original company who put down the floor also worked around existing kitchen furniture,Independent Inspectors are asking for the whole room to be cleared)

Thanks in advance.

dacouch

Try ringing DL claims up, be polite and explain the situation. It is not reasonable for DL to expect you to take up the damaged flooring as this is part of the claim. I think this is something the Inspection guy has decided is correct rather than DL, if DL do not back down ask them to confirm in writing that they accept any liability for further damage you cause as you are not trained in this and also any injuries you receive. They will not want to do this as they will know they are in the wrong.

adamc260

Thats outrageous asking you to pull it up, surely thats the point of having insurance so that when you make a claim, trained professionals come out and sort everything for you and put it back to normal.

Sometimes I think loss adjusters are on a different planet.

lisyloo

Sometimes I think loss adjusters are on a different planet.

Planet commission.
This is totally out of order.

adamc260

lisyloo wrote: »

Planet commission.
This is totally out of order.

My comment, or their actions?

Or both? :P

lisyloo

Their actions (or more specifically the actions of their agent).
It's ridiculous for them to expect anyone to do this DIY, especially a woman with a baby (not that a healthy male should have to do it either).

adamc260

lisyloo wrote: »

Their actions (or more specifically the actions of their agent).
It's ridiculous for them to expect anyone to do this DIY, especially a woman with a baby (not that a healthy male should have to do it either).

Aye, its like damaging your car and the garage asking you to remove all the damaged panels first so they can repair it ....

Thats what I hate about home insurance, its all outsourced to companies that could care less, they still get paid regardless.

I like how their website says "A seamless service, irrespective of whether the flooring claim requires replacement or restoration/remedial work" - That seamless a woman with a 6 month old baby has to rip up a floor.

I'd just have a right go at Direct Line and tell them where they can go

dacouch

adamc260 wrote: »

Thats outrageous asking you to pull it up, surely thats the point of having insurance so that when you make a claim, trained professionals come out and sort everything for you and put it back to normal.

Sometimes I think loss adjusters are on a different planet.

I don't think it's a proper loss adjuster, it sounds like a tradesmen company who validate the claim and then provide the replacement etc.

http://www.independent-inspections.co.uk/

Getting the policyholder to do some of the work (Taking up the damaged floor) may be there way of keeping the cost of the claim down while keeping their margin on the supply of the flooring up. Or they could simply not understand what the policyholder is covered for.

Either way the OP should bring it to Direct Lines attention as they are not acting appropriately

I've had dealings with companies like this before who quote a long delay before work can start. I often get round it by finding out how much they have authorised the work for and getting a local tradesmen to provide a quote which the Insurer will normally accept if you push them. Alternatively you can ask them to find out what suppliers they have in your post code (They subcontract the work out) and then ringing the sub contractors and ask when they can start and going back to the Insurer / Inspector when you find one who can start quicker

adamc260

dacouch wrote: »

Getting the policyholder to do some of the work (Taking up the damaged floor) may be there way of keeping the cost of the claim down

I'd still tell them where to shove it, like you said before, your not trained to do that, if you get hurt who's responsible or if you cause further damage etc etc

snapyou

Thanks to everyone for your replies. Like you I couldn't believe it either!

I've had a look in the leaflet that the adjuster left (independent-inspections.co.uk) in which it states,"ensure all items to be replaced have been uplifted from the floor".
Also,"What if i cannot move the furniture out of the room or uplift my old floor covering? The Inspector will have discussed this with you and allowed a charge for your retailer to cary this out,if appropriate."
(this wasn't mentioned at his visit other than to say that help with removing existing floorcoverings is" free to disabled and the elderly" (!)
which is not mentioned anywhere in their literature.

Of course,none of this is mentioned in my Direct Line Policy.

snapyou

My wife has told me that the "loss adjuster" told her at his visit that he needed a decision immediately and went on to sell her from samples in his car. Bearing in mind this was done with her trying to deal with (a then) 5 month old crying baby. Unfortunately,she signed the agreement and had to pay the £200 there and then !

Is it too late to get out of this ?