Flooding & insurance claim

Jenk_091

Hi,
After a little advice.
Our home flooded all on ground floor. We have very good insurance. They were great at responding to the claim. Came out a day later to evaluate and began drying process first. Upon this they inspected contents briefly to see what would need doing. The water came in above sockets on wall (around 60cm deep). When the company who dry, sanitise and skip contents came they explained that fridge would be written off, tumble dryer would, dishwasher would be and the cooker (a free standing double oven) would need looking at. They explained that the kitchen would most probably be aswell due to dampness going up the walls and into the back of the units and it will most likely be damaged from being dismantled. We are now 10 weeks on and having a little battle with insurance. After ripping out the flooring before drying, They dismantled the kitchen and left in the middle of the room on the wet floor boards. This is still there and they are now explaining that the kitchen is staying so it will be removed and stored in storage. But for the last 10 weeks it has been sat on the wet floor that was contaminated with raw sewage water. The company who inspect contents have since been back and said that the units are damaged. The back is peeling away. We even had howdens contact us a few weeks back to measure up the kitchen. This all seem very odd that our insurance will now not replace it despite being told by the company who cleans it that it should be written off. How can they ensure complete sanitation of this kitchen it was left on the floor with just a sheet over it and nothing underneath. My worktops are touching what was the wet floorboards. And at the same time, they have hacked off plaster from all around the room With it there. My cooker which is only 3 months old was not even covered over. Further to the contents, they have skipped all that was in our shed and garage, such as tools and lawn mower etc and will replace these but they are saying that the kitchen content (cooker, fridge ect) can just be pat tested. It doesnt make sense. I can live without a new lawn mower. I dont want to bring children back into the home with a dirty kitchen and cooker etc. I am really just worried about how clean it is. Wood will just soak up water, how can it be cleaned? 
In addition to all of this, the builders have been terrible, they hacked off plaster but left radiator fittings on the wall, our cast iron radiators again which are only 3 months old have just been placed on the rubble with nothing underneath, they left our French doors open for 3 days until we returned to the property to discover they were left open.

I just am not happy with the service that we are getting, with how they are handling my concerns and I dont know where to go or what to do next.

I will write an additional letter to make everything clear to them and then I will involve the financial ombusmen. But what else can I do?? 

huckster

Alternative accommodation for how long ?  This is normally restricted, as a percentage of your cover.
How is Coronavirus affecting the ability of the Insurers and their contractors in dealing with the claim ?
Have you taken loads of photographs of all of the damage and the damaged items ?
Can you not write a long report as a complaint of everything, include photos and send this to the Insurers head of claims.  Phone the Insurers and ask for an email address, so you can send in the complaint and also send a copy by post recorded delivery.

Jenk_091

We are in alternative accommodation of our choice and they gave us an amount to cover Bill's etc which I was happy with. We have good cover e.g the amount we insured up to.
So as for Coronavirus affecting things, I'm not sure this is becuase they took a really long time before doing anything!! Like we had no contact from anyone for weeks and then we rang up to discuss what was happening are things going to be held back which was ok if it was but if we could just be left in the loop. Then from that call they were straight on it. Drying company came back in to check property, builders reattended the property etc. So I dont know if we were just forgotten about becuase they are all still working. 
We have taken photos of everything!!! I was really hesitant with their contractors from the start as it began with like not covering anything over before starting works, leaving doors open so from that I quickly began not to trust them and started documenting everything!! 
Ok thanks for that, will send to head of claim. Will ring to get that address. Ok brilliant. Thanks. 

Ratherbeinstives

Hello,

Did you ever get any support from the Financial ombudsman? Only we've been out of our home since September 2024 and we've yet to have our insurance claim sorted, and no sign of any works starting. Just wondered how you got on. I hope it resolved and you weren't left out of pocket. 

Aretnap

Ratherbeinstives said:

Hello,

Did you ever get any support from the Financial ombudsman? Only we've been out of our home since September 2024 and we've yet to have our insurance claim sorted, and no sign of any works starting. Just wondered how you got on. I hope it resolved and you weren't left out of pocket. 

The OP hasn't logged in for five years so don't hold your breath waiting for a reply. If you'd like advice on your own situation please start a new thread with a bit more detail.