Home Insurance refusing to pay out

dblue75

I need some advice please. My roof was storm damaged in late January. I called the insurance and was advised to get emergency repairs down at cost to myself and to mitigate further damage (preventing the insurance co from potentially having to pay more for full repairs) which was fine. Insurance co stated to submit details of works done,supply before and after pics and invoice.

I got a builder out via rated people who did emergency repairs. At the time he didn't have any invoices left in his van but sent me an email with full breakdown of works carried out, dates cost and payment made etc.....to me via his companies email address. I called the insurance co explaining I had no physical copy of novice and it was purely an email from him and was told that it was sufficient and I submitted it with before and after pics. Also bear in mind I had called them to discuss how much builder had quoted and was going to charge before works took place.

Fast forward 6 weeks and insurance co.....are now refusing to pay out for emergency works stating they require an invoice on headed notepaper from builder. I explained all of above and was bluntly told no headed notepaper no payout !!!....I have now contacted the builder numerous times who lives nowhere near me and he stated he would supply me with an invoice. After all he has received his payment from me for works done. I simply require it to claim my money back via insurance. To date no invoice, builder refusing to answer my emails.....and insurance co. not budging, It looks like I will now lose out on my £200 excess plus £230 I paid for emergency works....I'm trapped on how to progress this minus the paper invoice.

Quentin

If your excess is £200, then aren't you down £30 over this?


It is usual to have to provide a proper invoice/receipt, however as they told you an email was acceptable then write with a formal complaint to the insurer that they are now being unfair to you after first telling you an email invoice was acceptable.


Then if you are unhappy with their reply you can escalate the complaint to the FOS for their adjudication at no cost to you

pinkteapot

If they're not paying out, why have you lost your £200 excess?

Normally they'd just deduct it from what they pay out. In this case, you'd receive £30 (£230 claim value less the £200 excess). The excess is the first £x amount of any claim that you have to pay yourself, not an admin fee for placing a claim (whether or not it's successful).

TBH, I wouldn't claim if I was only going to get £30 back as the increase in premiums for the next few years will be more than £30...

dblue75

Apolgies...what I should have said is ; my excess is £200 , emergency repairs were £230 and full repairs on top of that were over £600 when authorised.

Insurance are willing to re-imburse me £600 - £200 excess only.....and not the additional £230....so I am in fact £230 out of pocket + £200 excess on top of that. I have complained and told them to review their records,phone conversations etc..getting nowhere...and initial builder promised on a few occassions to send me paper copy of bill and has failed to do so.

huckster

This is the same with all Insurers. If they did not appoint a contractor, it is up to the policyholder to get hold of the invoice with proper business letterhead, if they want to be paid.

Quentin

dblue75 wrote: »

....so I am in fact £230 out of pocket + £200 excess on top of that..........I have complained and told them to review their records,phone conversations etc..getting nowhere....

In that case you can now escalate to the FOS. Point out you discussed the email invoice and that they agreed to accept it.


But you are only £230 down - your excess always had to be paid, and wasn't covered by your insurer.

dunstonh

I have complained and told them to review their records,phone conversations etc..getting nowhere...and initial builder promised on a few occassions to send me paper copy of bill and has failed to do so.

Have they actually rejected your complaint yet or is it still ongoing?

McKneff

If I have ever had to make a claim, the insurance companies paid the bill direct. I made sure that the 'contractor' knew this before he even quoted for the work.

dblue75

Cheers everyone. Well in total including my excess, I am sitting at minus £430....£230 I should actually have.

Yes I agree about headed notepaper/invoices etc....but the builder didn't have any at the time, we were getting battered by 100mph winds and I acted on insurance advice to get someone out ASAP to mitigate further damage.

I also did notify them before hand how much he was charging, supplied before and after pics as requested and called them when he sent an email from his business account confirming everything to be told that was perfectly acceptable.

Now the insurance co are demanding headed notepaper with the invoice stating I shouldn't have been told what I was told and without it they will not pay. Contacted the builder a few times to be told that he will send it no problem and nothing !......So I am basically stuck and going to lose this £230.:mad:

rs65

dblue75 wrote: »

Yes I agree about headed notepaper/invoices etc....but the builder didn't have any at the time, we were getting battered by 100mph winds and I acted on insurance advice to get someone out ASAP to mitigate further damage.

I wouldn't expect a builder to have paper in his van at the time of repair.


I would expect an invoice afterwards though, maybe from his accounts person/team/dept.


It is reasonable for an invoice to be required by you and by insurers.

FutureGirl

They have used the photos to validate the claim, which they have accepted. They just don't seem to be paying the invoice of £230 due to there not being an actual invoice.

Anyone can set up an email in any name and email someone some details over about some works.

If someone definitely told you that just an email was enough for they to pay the emergency repairs, then complain to the insurer and have the call listened to. If a customer had said that to me, I would be advising to send across whatever you have for consideration - careful not to confirm that it is sufficient.