Making a Claim (Elderly Father *** UK)

Headancer

I recently made a claim on house insurance for elderley Father, this was the first time he has ever made a claim.

The company specialise in looking after the elderley.

A bay window roof was subject to damage which resulted in the collapse of a ceiling , the consultant put down to wear and tear.


He paid a call out charge by card to temporarily secure we then made a claim but was then told that the insurance did not cover what was deemed to be wear and tear.

Even if the roof failed due to "wear and tear" the collapse of the ceiling which then resulted was not !

So far he has paid over £1300 relating to this incident;

A) Excess
Temp repair
C) Full repair

I find it totally incomprehensible that he has paid many thousands of pounds to an insurance company, that is "supposedly" supporting the "Elderley" over the years and..... at the point when he comes to claim

"everythings fully covered except what he is claiming for...."

I do not expect the full cost of the repair to be bourne BUT I do feel that they should be meeting us with 50% part of the costs
not least the £600 to redo the ceiling, even if roof was deemed to be wear and tear which I contest, the ceiling would not have
collapsed if the roof had not caved in.

My father is 89 in very poor health and can be confused easily simply taking his premiums without fully explaining to either him OR myself what exactly is covered is frankly not acceptable.

To say he is distressed is an understatment !!!

I do not expect the full cost to be met BUT I am looking for an
equitable solution should , this company not be MORE receptive to situations like this, not the opposite.

Any comments ?

FlameCloud

What caused the damage to the bay window?

Does he have accidental damage on the policy?

ACG

Sorry to be blunt but he is either covered or he isnt - if he is they should cover the whole cost not just what you think is reasonable and if he isnt covered they shouldnt have to pay anything out...again, not what you think they should or shouldnt pay out.

Not many people know exactly what is and isnt covered in an insurance policy - i dont know anyone that goes through all of the policy conditions and not many people would want to hear what is and isnt covered - i know i wouldnt want to sit there and be told everything, i would probably switch off.

l0u1se

He unfortunately would only be covered if he had an accidental option on his buildings policy & that it didn't exclude water ingress. Either that or if there were storm rains at the time. Try taking it to the complaints department to see if they will offer any contribution towards the ceiling damage.

rs65

Headancer wrote: »

So far he has paid over £1300 relating to this incident;

A) Excess
Temp repair
C) Full repair

If they are saying he is not covered then he shouldn't have paid an excess.

You will need to look at his policy to see what is covered, then see if there is any way that cover could apply. If it is wear and tear (or lack of maintenance) then you may have problems.