Liverpool Victoria Home Inusrance

judegirl

Hi

I was wondering if anyone can help us.......

We have our home insurance we LV, we have a shattered pane of glass in our French doors. We decided to claim through our insurance so it could sorted quickly. So far it has been nearly two months and we still have a full pane on shattered glass within our french door.
LV sent Evander to replace the pane of glass, it took them ages to remove the door and when they finally did they couldn't remove the pane of glass to replace it, so they put the door with the broken glass back in. On doing this they have damaged the door, they also say that part of the door is rotten. LV is only going to replace the cost of the glass,LV said that our cover doesn't cover rot damage. We can understand about the rot aspect but as we didn't know until they took the door out that it was rotten and the only reason we contacted the insurance was to replace the glass.
However when Evander came on the first visit, when they tried to replace the glass they have damaged the door, there is now a gap between the door and my floor, a number of screws have been filed down (the door was an enclosed unit and to this day we have never touched these screws) and bits of the panel have been filed off when they was trying to get the frame out.
How do we stand legally? We have been in many discussions with LV and they are adamant that they are only replacing the glass value (we have provided a further two quotes as LV said Evander was too expensive).
We are going to get a solicitor involved as our insurance company have provided a company that has damaged our property - we have asked LV to come or provide an independent assessment of the damage but we aren't having much luck with them - any suggestions will be most helpful

Thanks

dunstonh

We are going to get a solicitor involved as our insurance company have provided a company that has damaged our property

Why pay for a solicitor when the FSA regulated complaints process is free of charge?

Make a formal complaint to LV stating your reasons and the isues in a simple bullet point style letter. No war and peace. Just a couple of paragraphs and ideally a few photgraphs to show the shoddy work.

2sides2everystory

Yes as dunstonh says, I feel sure their complaints department ought to be able to grasp this nettle properly - if not, then I will have to move my own home insurance away from them.

LV were good once, and had some excellent staff easy to get hold of at the end of a telephone with common sense and the authority to use their own discretion to a ood degree. However, they lost all my motor insurance at last renewal after I realised that in the five years they'd had my business, a lot had changed for the worst.

Dynamic_Panda

You do not have to use their supplier if you are not happy with them but you have to give them the opportunity to put the damage right and as it is the supplier that caused the damage you should be dealing direct with them.............

LV are right in saying they will only pay for the glass however your grievance is with their trades person and not the insurer............

What I would do is speak to a manager, advise them of what has happened and how the damage to the door was caused by their supplier and that as a good will gesture you expect a contribution towards the cost of a replacement door from either themselves or Evander...............

For the record when they used Highway Glass as a supplier we had no end of trouble with a front door that had to be replaced when we were insured with LV..............please bear in mind that I worked for them at the time and it was a nightmare from beginning to end...................

DP

LV=_company_representative

Hi Judegirl

If you call us free on 0800 232 1404 then our complaints team will happily discuss the claim and the outstanding issues that you have.

Regards