Help - total house insurance nightmare situation!

siennauk

This is a long story but I'll try to make it quick. We are at the end of our tether and not sure what to do.

We took out costly ( we think) home insurance with Santander (we pay 47 a month for building and contents) that's supposedly all singing and dancing.

Had it for few years and not claimed and then last year we had a leak in bathroom. claimed and they messed us about royally. Eventually asprea, who were the company dealing with sorting it for Aviva (who actually underwrite the pols for Santander) got these guys out to sort it. They replaced leaking shower and we paid them extra at same time to put in new bath and sink to match. All well and good so far.

Then months later we had a serious house fire. Our tumble drier set alight in the basement. I said I wouldn't deal with asprea again so this time we had a different loss adjustors we dealt with. They send chem dry out who basically condemened everything in the utility room where the fire occured. Particularly all our electrical stuff including, treadmill and other things due to severe smoke and soot damage. the fire brigade had turned off the gas and electric the night of the fire. We spent two months at my mums while they got the house sorted. It took weeks for us to even get a fridge :mad:

They finally agreed to send someone out to check gas and electric so we could have it turned back on. They did a quick check (ten minutes) but they didn't service the boiler.

soon after we moved back in the previously fine Wocester Bosch boiler started playing up - it was less than a foot away from the tumble drier and in a room where the fire was so fierce the lagging on the ceiling pipes melted to the floor. First it was dropping pressure, we had two plumbers out who said they'd 'cured' it but kept happening. Then the thing started showing electrical faults and just turning off all the time. Latest plumber has said def could be due to fire as it was smoke damaged inside and they very sensitive.

So we now have to go back to them to ask them to sort boiler for us. But... the bathroom has now also leaked all over the newly decorated kitchen. The bath wasn't fitted properly (remember we paid the insurance companies builders to do it for us as an extra) and the shower is also leaking again. So we have one job not done right - some of it private between us and the workmen - and one job where they've said the boiler is okay but it clearly isn't and I don't know where to start. I'm also emotionally at the end of my tether.

Sorry for the long post but any advice would be so much appreciated I cant begin to say

[Deleted User]

siennauk wrote: »

This is a long story but I'll try to make it quick. We are at the end of our tether and not sure what to do.

We took out costly ( we think) home insurance with Santander (we pay 47 a month for building and contents) that's supposedly all singing and dancing.

Had it for few years and not claimed and then last year we had a leak in bathroom. claimed and they messed us about royally. Eventually asprea, who were the company dealing with sorting it for Aviva (who actually underwrite the pols for Santander) got these guys out to sort it. They replaced leaking shower and we paid them extra at same time to put in new bath and sink to match. All well and good so far.

Then months later we had a serious house fire. Our tumble drier set alight in the basement. I said I wouldn't deal with asprea again so this time we had a different loss adjustors we dealt with. They send chem dry out who basically condemened everything in the utility room where the fire occured. Particularly all our electrical stuff including, treadmill and other things due to severe smoke and soot damage. the fire brigade had turned off the gas and electric the night of the fire. We spent two months at my mums while they got the house sorted. It took weeks for us to even get a fridge :mad:

They finally agreed to send someone out to check gas and electric so we could have it turned back on. They did a quick check (ten minutes) but they didn't service the boiler.

soon after we moved back in the previously fine Wocester Bosch boiler started playing up - it was less than a foot away from the tumble drier and in a room where the fire was so fierce the lagging on the ceiling pipes melted to the floor. First it was dropping pressure, we had two plumbers out who said they'd 'cured' it but kept happening. Then the thing started showing electrical faults and just turning off all the time. Latest plumber has said def could be due to fire as it was smoke damaged inside and they very sensitive.

So we now have to go back to them to ask them to sort boiler for us. But... the bathroom has now also leaked all over the newly decorated kitchen. The bath wasn't fitted properly (remember we paid the insurance companies builders to do it for us as an extra) and the shower is also leaking again. So we have one job not done right - some of it private between us and the workmen - and one job where they've said the boiler is okay but it clearly isn't and I don't know where to start. I'm also emotionally at the end of my tether.

Sorry for the long post but any advice would be so much appreciated I cant begin to say

Hi siennauk,

I am sorry to read about your experience regarding your claim. If you want to send me some details I can get this looked into for you.

To help you I will require the following:

• Full name
• Date of birth
• Full postal address
• Policy number

If you could email this to [EMAIL="rachel.walker@aviva.co.uk"]rachel.walker@aviva.co.uk[/EMAIL] I am happy to investigate. If you could also copy in my colleague Marv - [EMAIL="martin.banwell@aviva.co.uk"]martin.banwell@aviva.co.uk[/EMAIL] - to ensure we receive your enquiry if I am out of the office.

Many thanks

Rachel

james35_2

or email neil.gribbin@asprea.co.uk / neil.gribbin@aviva.co.uk - He's the MD of Asprea