Trinity Claims/Policy Expert

sheramber

Why did the toilet leak?

If it was due to wear and tear would not be covered.

If it was accidental damage then you would need accident cover.

jaybell

my Brokers Cornmarket referred a claim on my R S A policy for household/contents to Be valued. These claim handlers have proved slow, unresponsive and inefficient . Anyone any suggestions as to who to complain to? I feel the Brokers should take the leading role....any comments?

Renard

Jay Tee - interested in your work, have a significant dispute with Trinity, any comments welcome. Ombudsman seems to be at the service of the insurance industry. Were you aware that a number of claims companies are not authorised or regulated by FCA ? So ombudsman also does not have jurisdiction ? They claim they are under FCA in documents so wondered if legal. If any tips let me know so considering legal route now.

Renard

Quentin - thats fine if they are FCA regulated and operate under the FO, even if they say they are some are not and are still operating in UK.

MIKE770

Trinity claims/Policy expert - made claim storm damage water from heavy storm blew up between tiles later found a cracked one but so called surveyor uses telescopic pole camera missed completely) also later stated not insured to get on bungalow roof or go into attic to look around causes but step ladder and camera??  consequently states content claim damaged  (water) ceilings, BUT refuse to pay out stating wear and tear of tiles< (membrane replace some 8 years ago) so when challenged i.e.:- well if under accidental building extra cover no claim entertained ( Oh! but you agree contents cover BUT membrane is building cover?)  yes but not allowed,  so if there was no storm then there would not of been contents ceiling cover due to external water? but you pay out for ceilings and deny real cause of issue, and failure to spot broken tile on one side and investigate the original leak side? (damaged membrane?  so anybody want home insurance this is a no no company, emergency call out leak from boiler they will arrive in 2 hour then another another another, never ever turned up 

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MIKE770

camera pole technology they called it? honest!

giddyaunt53

I have had a claim lodged since September 2019 with AA Insurance who use Trinity Claims. The problem I had was my neighbour's sewage was under my house! due to bad workmanship on their new extension. Trinity Claims have changed my case handler so many times I've lost count. When I complained to them in January 2020 a complaints handler took over & we had several discussions of what path to follow. I supplied estimates of decorating & carpets as requested but heard nothing. Then when I chased them I was told the case handler had changed again. The new one insists on going back to the beginning & has disregarded the decisions made by his complaints department. He didn't even know the problem: didn't realise it was my neighbour's fault not mine. He has insisted several times that I allow an assessor in to my home to survey our property & will not accept we are in lock-down & I can't have strangers in my house. No-one not once in my dealings with Trinity has mentioned assessors! My last conversation with him was basically me loosing it & telling him what I think of them - I gave him an ultimatum of 48 days to come back to me with a settlement figure as was told to me by the complaints department or I go to the Financial Ombudsman. Well that was 14th May & haven't heard from him. My complaint to Financial Ombudsman didn't get sent until 3rd June because my detailed account of all conversations & emails (glad I kept a record) was 10 pages long! Because of Coronavirus I have to wait longer than usual to get a response. 
I would also like to say that the workforce used by Trinity are no better. Extremely bad & dangerous workmanship is putting it mildly. We have had to pay a flooring expert of over 30 years to replace the patchwork quilt of so called floorboards on the whole ground floor to make it safe for us but Trinity will not re-imburse me because the work done by their workmen was adequate even though they have received a report from my floorlayer & photos which show how bad it was. The workforce company like Trinity have also basically called me a liar - refuting details of conversations. Also just found out that this particular company changed it's business address to the same as Trinity's in November 2019. Need I say more?
When my policy is renewed in December I will most definitely be requesting names of which claims company they use before i pay a penny.

payless

In balance I would add I made a claim last week, ( Trinity for Policy Expert/ QIC) and following a visit from their loss adjuster and me supplying a quote they have already settled the claim to my satisfaction.

kerri_gt

Awful experience with them (They are part of a larger group called QIC Europe Ltd). Our claim ended up going to the FOS which was only resolved partially to our satisfaction (PE requested we pay out for an inspection they required saying they had no one who could do this, then refused to reimburse us for the report because they wouldn't honour the claim).
Took over 12mths to resolve. 
Claim was denied based on their T&Cs, but our neighbours claim (joint incident affecting both properties) was settled by their insurer within 2 weeks. 
Policy Expert seem to be cheap because they weight their T&Cs in such a way to keep payouts minimum - so they can afford to offer cheap insurance. Vast majority of the glowing Trust Pilot reviews are from people who've never had to make a claim. 
Would never ever consider going back to that company or any that have anything to do with Trinity Claims or the QIC Europe group. 

Sandtree

Well, Policy Expert are a broker with a panel of insurance companies offering prices, I’d guess on standard terms but havent dug that deep. The company has a private individual whos the majority shareholder of the parent company.

QIC is an insurance company based out in Malta and is the EU subsidiary of Qatar Insurance and whilst they may be on Policy Expert’s panel (directly or indirectly) they are unrelated companies.

Trinity Claims is a TPA who provides claims handling services to insurers, brokers, MGAs etc. Its not uncommon for smaller entities to outsource claims handling to TPAs but even some big names use them for overflow, or certain distribution deals etc. Trinity Claims however are owned by the same group as Policy Expert so are related and deal with most claims (at least up to some delegated authority limit) for policy expert (Axa on Policy Expert I believe don’t use Trinity).

So, if you want to avoid Trinity then don’t buy from Policy Expert, or at least ensure the underwriter is Axa if you do,  however in theory you could buy from someone else and find that they use Trinity... I dont think they are a big company outside of their sister company as I’d never heard of them before but there are many TPAs out there and insurers can switch provider very easily (normally accounts go into run off rather than transferring in flight claims).

If you don’t like QIC at all then double check underwriters/carriers in the future as they undoubtably sell via other channels than just Policy Expert.

Finally, the old maxim of you get what you pay for is generally true. People will switch from a household name big insurers to some unknown off shore outfit to save £4 a year and so certain companies do slash cover and strictly apply terms to reduce claims and shave costs enabling them to under cut others and win business of those that buy on price rather than value.