Home Insurance

Gary_M1

My 81 year old mother who is also disabled has a home insurance policy, that she has had in excess of 40 years with Prudential.Recently water came through the roof and has ruined the bedroom ceiling. I rang as soon as it happened as she has £250 emergency cover, but they said that the roof is not covered. I then rang again to put in a claim on the main insurance. An assessor came, checked the damage and checked the policy. I was sent an email a few days later stating that she could have a cash settlement or they would supply repairers. She accepted the cash offer and thought all was well and good. I then had a phone call a few days later saying 'sorry your not covered as you have no accidental cover'. I have put in a complaint, which has not even been acknowledged. How can they make a written offer and then withdraw it? Anyone know where we stand on this.

opinions4u

Well the starting point is establishing why she would need accidental damage for this.

Then use the phone to complain - letters are slow, although good for keeping a record of things.

How did the water come in? Poor maintenance of the roof? Storm? We're they going to fix the ceiling or repair the roof too?

It may be that the ceiling is covered but the roof isn't. Buildings insurance isn't a maintenance contract.

Gary_M1

She had the whole roof looked at and repaired, however the rendering subsequently came away from the chimney, during a heavy downpour. The assessor said that although they wouldn't pay for the chimney they would pay for the ceiling. We then had email confirmation for a few days later. After they later rejected the claim Prudential said they would log my claim and I should allow 8 weeks for a response! I have written several times since saying this is unacceptable. They do not reply. In the meantime I have had the chimney repaired out of my own pocket.

TSx

Gary_M1 wrote: »

She had the whole roof looked at and repaired, however the rendering subsequently came away from the chimney, during a heavy downpour. The assessor said that although they wouldn't pay for the chimney they would pay for the ceiling. We then had email confirmation for a few days later. After they later rejected the claim Prudential said they would log my claim and I should allow 8 weeks for a response! I have written several times since saying this is unacceptable. They do not reply. In the meantime I have had the chimney repaired out of my own pocket.

Unfortunately, 8 weeks is the given timescale for responding to a complaint - if they do not respond in this time, or they provide a final response then you can escalate the matter to the financial ombudsman to look at (although this can take many, many months to be dealt with).

On your mothers schedule, does it show if she has accidental damage cover on her buildings?

If not, then the ceiling will not be covered, because the damage hasn't been caused by storm (by the sounds of it - rendering should not come away from a chimney just because of some rain) - insurers will cover any consequential damage in these cases as accidental damage (as it is a one off, unexpected event).

If she doesn't have the accidental damage cover, then unfortunately, you've been told the wrong thing - sometimes people do make mistakes. If that is the case, you may find they offer a token compensation sum, but they won't usually pay a claim which isn't covered.

Gary_M1

Another quick question. Why would she not be covered on the emergency cover( up to £250)when this first happened? The emergency cover states that it is for repairs to cover damage that if not attended to could cause further damage, in this case the ceiling. If I had not been there at the time to put a bucket to catch the water, it could have ruined the carpet and possibly the living room ceiling.

dacouch

TSx wrote: »

Unfortunately,
On your mothers schedule, does it show if she has accidental damage cover on her buildings?

If not, then the ceiling will not be covered, because the damage hasn't been caused by storm (by the sounds of it - rendering should not come away from a chimney just because of some rain) - insurers will cover any consequential damage in these cases as accidental damage (as it is a one off, unexpected event).

There are a few companies that exclude the subsequent water damage in these types of cases.

Being a lover of small print, Halifax being one of them.

"Any other accidental damage to the buildings
of your home which is not specifically covered
or excluded elsewhere in this policy.""

BUT EXCLUDING

"Loss or damage caused by water entering
your home, unless more specifically covered
elsewhere in the policy, points 1–8."

http://www.halifax.co.uk/insurance/pdf/HHI-BUILDINGS-POLICY-DOC.pdf