How do I complain about home insurance claim?

lou4791

I am unhappy with the way a subsidence claim has been dealt with and not sure what steps to take next.
An insurance claim for a cracked kitchen floor, first made this time last year has still not been fully resolved. The works, which were supposed to take 1 month ended up taking 6 months and involved underpinning. The only paperwork I have received is a 'Certificate of Structural Adequacy' with minimal wording and a disclaimer. The disclaimer reads as though the certificate doesn't really mean much at all. I am still unsure as to what the actual problem was as I have had conflicting reports and no proper written description. I have had no electrical certificate even though rewiring was carried out, no council paperwork even though they were involved in a minor way, and I am still owed a month of recompense for meals and laundry. The works finished in February and even with countless phone calls and e-mails still not resolved.
Do I take it to the Ombudsman? I am quite nervous about this as I am worried that if the case gets looked at it may come up that I wasn't covered for type of works done ( the problem was likely due to an old dodgy extension) and end up with a major life-changing bill....though i'm likely being silly about that.
Anyone with any insurance experience at all?

rs65

There will be a complaints procedure in the policy booklet. Follow that and if still not resolved, you can refer the the ombudsman.

InsideInsurance

You formally complain to the insurers and if you are not happy with their response or their response is not received within 8 weeks then you can take the matter to the ombudsman - though that can take a long time (my last complaint was submitted and took 18 months for an adjudicators verdict and is 18 months and counting for the ombudsman's view)

Just make sure you are very clear in your complaint letter exactly what you want, which in part sounds like a copy of the structural engineers report