One Call Home Insurance Nightmare - Not sure where to turn next.

ScottCooper

Long story shor back in june 2020 I made a claim on our accidental damage home insurance policy with One Call, as I had fallen through the roof of our utility room. Which unbeknownst to us had an asbestos roof. One call didn't want to cover the cost of its removal and would only replace the section that was damaged with us havng to make up the difference to restore the entire roof. Upon checking the T&C's of our inurance we found ne exclusions for asbestos and equally no clauses that would mean we were liable for any costs as the insurance should return our utility room to the state it was in prior to the accident i.e. a full roof. (I am perhaps over simplyfying to try and keep this brief but cna if needed provide a far longer detailed version of events). We exhausted all options with the complaints process and took the option of raising our dispute with the FOS - who found entirely in our favour, essentially saying that One call couldn't use T&C's from the building insurance as clauses in the accidental damage policy as they were two polices and in fact One Call had sub-contracted the home isnurance to a 3rd insurer. We accepted their final decision at the end of January 2021. In the time in between our utility room has been entirely exposed to the lements so we have 7 months worth of wind, rain, snow, sleet affecting its contents and the structure of the building, as well as the adjoining WC. (during this time, the 6 of us have had no access to a freezer, tumble dryer, we relied on daily shopping trips as we had no fridge to store anything, some of which spoilt in the heart, we also relied far more heavily on take a ways)

One call did arrange for the asbestos roof to be removed quite quickly after the decision, as well as some of the contents that was exposed, but have been told by the asbestos removal company that everytig needs to be stripped and removed. (this includes our freezer, tumble dryer and cabinets), none of the removed goods were catalgued, so we are now in a situation of having to try and remember/guess what was in there, additionally since ththis point has been no further movement, we have repeatedly asked fr a timeline of whats going to happen and when. We get countless promises of someone will call you back tomorrow or claims they have instructed their maintenance provider, who when we call is still waiting for authorisation from one call. Each side is pointing fingers squarely at the other.

I understand that the FOS decision is legally binding but it appears One Call are dragging their feet, and I simply don't know what to do next. Talking to them seems to be a waste of time. The FOS have said that we've reached the end of what support they cna provide and would now expect One Call to honour the agreement but it seems they can't enforce it. 

What do I do now? should I be looking to take them to court - how would I evne start this? is there a better next step i've missed?

KylieJones

Thank you for sharing your experinece