One Call Insurance Claim

dgc123

I am looking for advice regarding a claim i recently submitted with ONE CALL INSURANCE.

We bought a new home just over a year ago and have adapted nothing structurally since moving in. 9 weeks ago our daughter sat on the toilet and it came away from the wall. It was then that we discovered the wall had been installed on a false wall by the previous owners.
I made the claim call to our insurer (ONE CALL) who proceeded to pass me onto PARAGON INSURANCE. They then sent out an assessor and after carrying out a thorough investigation he advised that this is an accidental damage claim but my PARAGON policy didnt cover accidental damage. It was indeed my cover through ONE CALL who held my accidental damage cover. I called ONE CALL who told me send through the quotes i had received all the documentation i had including photos. Which i did there and then.
Now 5 weeks after the initial information to ONE CALL was sent and several phone calls later they have decided that the damage is caused by faulty workmanship or wear and tear.
In my opinion they are trying everything to avoid liability for the damage claim i am pursuing.
The toilet was installed less than 2 years ago so in my opinion this mitigates the wear and tear argument. As for the faulty workmanship claim, how is it possible for them to use this as the installation was carried out well before we purchased the property? We had no way of knowing how the toilet was installed when we purchased the property.

This rejection of the claim has came without them actually sending someone out to look at it.

I have many a horror story regarding the actual phone conversations i have had with them. One of which involved them telling me to pursue the previous owners to repair the wall and toilet.

PLEASE HELP. We need advice on what to do with this next. This is the first home insurance claim we have ever made and really feel we are getting a very raw deal from out Insurers.

Quentin

Whenever you are not happy with your insurance company the route to go down is a complaint in line with their complaints procedure

Then if you are not happy with the reply or they ignore you for 8 weeks you can escalate to the FOS for their adjudication at no cost to you