Home and contents insurance

Ron_Houghton

Hi,
I renewed my Home and Contents insurance with RIAS (over 50,s insurance) and have been with them a number of years.
At the beginning of November 2017 water was cascading through a bedroom ceiling, through the light fittings and onto the bed. I immedately rang RIAS (it was a Saturday morning) was told no-one available to help as the insurers AGEAS did not work on a weekend! Cut a long story short, an inspector came out the following Thursday, could not go into the attic as NOT fully boarded so did not see the damage in the roof apart from a wet floor. He took photos of the roof from across the road where he could not see the chimney! He took drone phographs we had of the roof that were 5 months old, and we had had roof repairs completed only 2 months before which he did not see.
Query, I pay RIAS for the insurance by monthly direct debit. Their paperwork states, clearly, that I have a contract with them although Ageas are the insurance company that carry out repairs
Both RIas and Ageas hve turned down my claims citing, as usual, wear and tear and worn tiles. This despite full work on the roof only 2 months before. Who is responsible for my claim? RIAS because I engaged them to undertake my insurance or Ageas whom RIAS engage to carry out repairs and deal with claims? Any advice or help would be appreciated. Thanks

Weighty1

Can you prove the roof was repair prior to the damage by virtue of an invoice? If so, why not provide this to RIAS/Ageas? Did you explain this to the inspector when they came out and if so, what did they say about it?

Ron_Houghton

Hi Weighty 1,
Yes got receipt and photographs of the repairs. Inspector not interested more content to say wear and tear not storm damage!
Both RIAS and Ageas decline to accept the claim based on a cursory glance!

Blibble

Can you appoint an independent assessor for a report?

The report may cite a faulty repair 2 months ago, in which case faulty workmanship may not be covered. If the faulty repair was negligent, you may be able to claim off the tradesperson who performed the repairs' insurer.

Ron_Houghton

Hi Blibble

Can do but what I am trying to determine is WHO is responsible RIAS or Ageas?

I have acontract with RIAS and, as far as I can see they are responsible for my complaint.

paddyandstumpy

They placed the business, however your contract is actually with the insurer.

Claims complaints need to go to the insurer, not the broker

Katapolt

definitely go to the Ombudsmen! They'll help you out.

Ron_Houghton

Thank you all for your replies, I will certainly try the Ombudsman

rs65

Ron_Houghton wrote: »

Thank you all for your replies, I will certainly try the Ombudsman

You'll need to complain to the insurer first. Procedure will be in your policy.

nickyjo1

at present I am in a similar situation to you. I have water coming into my attic. without going into all the detail, dates etc., have had a repair done which was not satisfactory. Now the guy who did the repair wrote a report stating that there was a problem with my neighbours chimney and that is why there is still water getting in. I now have to go to a solicitor at my own expense to sue this neighbour while water still runs in and Halifax say that I cannot claim for damage to my home as a result of water coming in through no fault of my own. I contacted the FOS and all they could advise was to put in a complaint but the insurer has up to 8 weeks to put things right. I am a pensioner living alone and the whole business is making me ill.

FutureGirl

nickyjo1 wrote: »

at present I am in a similar situation to you. I have water coming into my attic. without going into all the detail, dates etc., have had a repair done which was not satisfactory. Now the guy who did the repair wrote a report stating that there was a problem with my neighbours chimney and that is why there is still water getting in. I now have to go to a solicitor at my own expense to sue this neighbour while water still runs in and Halifax say that I cannot claim for damage to my home as a result of water coming in through no fault of my own. I contacted the FOS and all they could advise was to put in a complaint but the insurer has up to 8 weeks to put things right. I am a pensioner living alone and the whole business is making me ill.

Your policy only covers you for damage caused by specific incidents - not for all the things that aren't your fault.

If the damage is being caused due to your neighbours chimney, then there is nothing your insurers can do. They won't deal with the internal water damage when the reason for the water coming in hasn't been rectified yet. As it is your neighbours chimney that is causing the issue, your insurer doesn't have 'jurisdiction' here - they only deal with your property - hence why you're being asked to deal with this neighbour yourself. It isn't your insurers job to do that.

If you paid to have legal cover on your home insurance, it may cover this type of thing - but call them to double check before instructing any solicitors.