eSure wont pay full repair

pocket8s

Hi All.

I am not sure where to go hence my post.

I had a leak which came through my downstairs hall ceiling, a hole was made from emergency plumber who couldn't find the cause however he advised me to stop using the en suite shower above it and also the shower in my bathroom as it could be from either of them. I spoke to esure and they allowed me to give the go ahead from trace and access. The leak stopped while i wasnt using either shower.

All my bathrooms are fully tiled and showers integrated, he removed the tiles from the en suite shower to find a leak from the valve of shower, there was still dripping from the ceiling so he removed the tiles from the bathroom shower and also found a leak from the shower unit. He noticed a damp patch in my dining room as well and advised it could be from the bath, so removed the tiles from the bath panel to find the bath tap was leaking.

So in truth there were 3 leaks, 1. En Suite Shower, 2. Bathroom Shower and 3. Bath

I spoke to esure who advised although they had given go ahead for trace and access the plumber should not have removed more tiles from the bathroom shower and bath panel. They were very rude about it and i responded you said find the leak so he did, water can travel anywhere so the hallway leak could have been caused by any. They advised its 3 claims so i would need to make 3 separate claims with three excess @£350 each. I argued that the water could of travelled anywhere so we dont know origin of leak as we found 3. They sent a surveyor out and they confirmed it as 2 separate claims.

I was concerned i wouldnt be able to match tiles removed and they were not going to re-tile the whole room. So my plumber suggested shower wall splash backs, i advised the insurance of this who said my only other option is to get a tile painter round to paint and match tiles up.

The final quote was £4100, they have refused to pay for the shower walls as they say they are too expensive and are now saying they will not pay for a tile painter to come and match up the old tiles. They will put it down as one claim not 2, so only one excess of £350 but have only offered me £1600.

Can they not agree to pay for the tiles to be replaced in one form or another after they have allowed trace and access and also agreed to pay for 2 new showers?

Thanks

Quentin

Whenever you are unhappy with your insurer the route to take is a formal complaint in line with their complaints procedure


Then if they ignore you for 8 weeks or you are unhappy with the reply you can escalate to the FOS for their adjudication all at no cost to you