Buildings insurance claim (AVIVA/Asprea)

dats

Hi all,

I am claiming on a buildings insurance policy, due to an escape of water causing damage to floors and wall.

I own a leasehold flat; policy taken out by my freeholder. I am currently waiting for copies of the policy documents, so all I know at this point is that insurer is Aviva and they have instructed Asprea to do something - presumably handle the claim on their behalf? I'm aware of other MSE users having issues with Asprea.

Leak was from pipe under kitchen floor, where ceramic tiles had to be removed to access and fix leak. Water also entered the hall, which has laminate flooring that is bubbled and lifting (about half of hall area).

The laminate floor extends all the way down the hall and continuously into the sitting room.

Also a piece of kitchen wall (lined and painted plasterboard) had to be cut out to access pipe.

I have a loss adjuster coming to assess the damage, this week but I'm a bit unsure of the process and who is doing what, so any help would be gratefully received!

Initial questions are:

• Does anyone have any thoughts on to what extent they will repair/replace the damage? Whole of laminate floor, just the damaged section, just the hallway (with a 'break' at the sitting room door)? Whole wall or a section?
• Broker seemed to be trying to push me into accepting that I would use Aviva's contractors to repair the damage. I said I needed to think further on this. Can anyone give me the pros & cons of whether I let Aviva/Asprea appoint contractors or am I better to organise my own?

Many thanks, MSEers!

dats

dats

Hi again.

Assessor says they will replace the whole of the hall and kitchen flooring, but probably with breaks inserted (to bathroom and sitting room). He was very pushy trying to get me to pay the £100 excess, which I declined to do.

They have offered me a cash settlement which I don't think would cover what they have agreed to replace/repair, but I haven't got any estimates yet.

Part of me wants to believe it would be easier to just let them do the whole thing, but I am nervous of this, having read of Asprea's reputation on here.

What should I do next? Get some estimates and if the settlement value is lower, try to renegotiate?

If anyone has any advice, I'd be really grateful.

dats

mikey72

I believe that normally they would replace the entire floor, if it is continuous now. You should not be forced to have breaks in it.

societys_child

How can you not pay the excess? Your policy premium would have been reduced because of the excess. ie you agree to pay the first £100 (in this case) . . . confused.

dats

Yes, obviously I understand the concept of an excess. My point was the fact that I wasn't happy being asked to pay it upfront, there and then. It felt like I was being rushed into agreeing to use their contractors, because if I take the cash settlement, I don't pay the excess, they just subtract it from the amount.

magpiecottage

societys_child wrote: »

How can you not pay the excess? Your policy premium would have been reduced because of the excess. ie you agree to pay the first £100 (in this case) . . . confused.

It is the freeholder's policy, so I would expect the freeholder to pay unless the lease said otherwise.

somalt

If there are no breaks now and the flooring is all the same, then you will probably be able to get them to cover all of it, you'll probably have to explain to the insurance company direct rather than still speaking to the assessor.

In terms of who to get to do the work:

If the works are completed by contractors appointed by the insurance company, then the insurance company is responsible for any defects in the work. You will also be able to refer any complaints to the Ombudsman.

If you appoint the contractors, then you will be responsible for making sure the work is satisfactory, and if there are any problems it will be between you and them, your insurance company will have no responsibility.

There are pros and cons either way. It depends on how confident you are in finding and managing builders. You would be more in control but also more responsible.

The insurance company may try to limit settlement to what it would cost using their builders even if you wanted to use your own.