When is a storm not a storm? When you have insurance from Sheilas Wheels

Simon155x

You're ALL familiar with the recent storm, right? The old TV aerial on our roof really caught the wind and shook the chimney to death causing roof damage. The roofer that attended to clean up the debris confirmed that numerous properties in the area had lost chimneys and tiles. Multiple trees were felled, fence panels all over the place etc. The usual storm damage.

Well, when we put a claim in for sheilas sheels, whose web site states (word for word): "Unlimited Buildings Cover. House blown away in a storm? We'll cover the cost of rebuilding.", they promptly came back with a technical cop out  of "When assessing storm incidents, we use the 'Beaufort Scale' that considers a 'storm' to be where wind speeds are 55mph or above. The recorded wind speed for your area does not show that a 'storm' happened at the time that the damage was caused. " Their attempts to look for a cop-out now extend to them arranging for a surveyor, presumably to conclude that the roof "wasn't suitable for resisting damage from the storm that wasn't a storm".

I fully recommend people facing such dodgy insurers take the same approach as me. As for a full and final written response to your COMPLAINT for the purposes of passing it on to the FSA (Financial Services Authority). Once you get their response, begin a case with the FSA. Meanwhile, in the case of Sheila's wheels, you recall the advert "House blown away in a storm?", I'd suggest the ASA (advertising standards agency) may be interested in false advertising. That ones a long shot but also worth a go. Additionally, I would contact the MET office to let them know that Sheila's wheels has concluded it wasn't a storm after all, and get their input.

Sandtree

Financial Service Authority ceased to exist in 2013 with its duties being broken up between the Financial Conduct Authority and Prudential Regulations Authority. Even when it did exist it didn't deal with individual customer complaints other than for companies operating without a license. 

I suspect that you mean the Financial Ombudsman Service (FOS)?  You would be advised to read their guidance at https://www.financial-ombudsman.org.uk/businesses/complaints-deal/insurance/home-buildings-insurance/storm-damage on how they consider complaints about if something constitutes a storm and if something is storm damage.

Most people are going to realise there is a difference between a windy/rainy day and a stormy day however most people will have not sat down and pondered what is the point that it tips from one to the other. Its not unreasonable therefore to expect a contract that covers storm but not a windy day to make a precise definition and unsurprisingly if you look at your policy book here they do...

Storm A violent gale force 10 on the Beaufort scale reaching wind speeds of 55 mph or above and/or 25mm or more of rainfall in any 24-hour period, and/or snow to a depth of at least 1 ft (300mm) in 24-hours and/or hail of such intensity that it causes damage to hard surfaces or breaks glass, according to Our weather data

Whilst there may be a storm passing over the UK that doesn't mean that every area of the UK is going to be impacted or impacted by the same extent... there are snow storms up north but near double digit temps in London. Have you actually looked at the local weather station's readings on the date of the loss to see what speeds were recorded? Have you seen where you are geographically compared to the stations? Is there any reason to believe one that is slightly further away may present a truer reading? I remember when back home the nearest one was the other side of the local mountain range whereas the next nearest was almost as close and on the same plane as us and so gave more representative readings in most cases

dunstonh

Their attempts to look for a cop-out now extend to them arranging for a surveyor, presumably to conclude that the roof "wasn't suitable for resisting damage from the storm that wasn't a storm".

Which is a quite valid response.   Insurers are not there to pay out due to poor maintenance or shoddy upkeep.

Meanwhile, in the case of Sheila's wheels, you recall the advert "House blown away in a storm?", I'd suggest the ASA (advertising standards agency) may be interested in false advertising. 

How is it false?    A bit of wind that is below the thresholds does not make it a storm.   

Additionally, I would contact the MET office to let them know that Sheila's wheels has concluded it wasn't a storm after all, and get their input.

The Met office would agree with them.  Not all parts of the UK suffered storm level weather.   Many parts were windy but below the threshold.

The roofer that attended to clean up the debris confirmed that numerous properties in the area had lost chimneys and tiles. Multiple trees were felled, fence panels all over the place etc. The usual storm damage.

Lots of fences were lost and trees uprooted in our area but we didn't have a storm.   

This is not to say that the insurer is not trying it on but just to say that what you define as a storm may not actually be correct.

comeandgo

Are they correct, did the wind speed not exceed 55?  You could check with whichever department does weather reports for your area.  When similar happened to us many years ago, insurance refused as wind not strong enough, we were able to get readings from the local RAF base which the insurance company accepted.

Sandtree

dunstonh said:
The Met office would agree with them.  Not all parts of the UK suffered storm level weather.   Many parts were windy but below the threshold.

As an aside, if you look at the Met website they state there is no fixed definition of a storm in meteorological terms https://www.metoffice.gov.uk/weather/learn-about/weather/types-of-weather/storms

They no doubt would agree that level of winds etc varied by region, and it can be very localised, but may not get drawn into the is it or is it not a storm debate.

TELLIT01

There were Red and/or Amber warnings for damaging winds over virtually the entire landmass, and gusts can be very localised.  For an insurer to try to claim that winds didn't constitute 'storm force' would be very difficult to prove.  I suspect that suggesting you will refer it to the relevant Ombudsman may make them think again.  You may also want to consider getting interest from Watchdog or news outlets.

CoverWiki

Not all home insurers will specify in their policy wordings what they constitute as a qualifying storm (and therefore may be more likely to pay out for damage sustained in less severe or less accurately recorded conditions), though Sheila's Wheels do in their March 2021 onwards policy wording so they are right to apply it. It also says it's based upon their own weather data.

Finding out you're not covered after having already paid out for the repairs will undoubtedly sting even more, which is why insurers stress the importance of getting in touch with them before having any remedial works carried out.

MalMonroe

To be fair to the Sheilas, they do explain all they have told you above in their Home Insurance Policy Booklet, a copy of which you should have received when you took out the insurance. As Sandtree has said, they are just quoting what they have already told customers and what is actually printed in that booklet.

https://www.sheilaswheels.com/sites/sheilaswheels/files/inline-files/SWHCF-9186050319 Home Pol Bk - 12 04 19.pdf

In the booklet they also give you all the information about making a complaint and how to escalate to the Financial Ombudsman if you are not happy with their response to that complaint.

It doesn't really matter what their website or advertising says, the information in the Policy Booklet is what is important.

You are also contravening the MSE Forum Rules about boycotting -

"We appreciate emotions can run high should you experience poor service from companies, but we cannot accept active calls to boycott organisations as we are unable to verify the service you received."

That isn't to say that I don't sympathise with your situation but in this case the information you have been given is, unfortunately, correct. The only thing that isn't quite clear here is exactly what force your gale was. Where I live it was 62mph - or so we were told. Thankfully, there wasn't any damage to our property.

Thrugelmir

TELLIT01 said:

There were Red and/or Amber warnings for damaging winds over virtually the entire landmass, and gusts can be very localised.  

Not localised to very small areas though. The weather systems are tracked as they pass across the country by the Met Office. Be this data the insurers use. 

jimbo6977

Will SW allow anyone to see "their" data? Maybe they have no data, that way they never have to pay a claim!

Thrugelmir

jimbo6977 said:

Will SW allow anyone to see "their" data? Maybe they have no data, that way they never have to pay a claim!

MSE fortunately unlike Facebook has sensible discussion not generally polluted by nonsense conspiracy theories. 

https://www.metoffice.gov.uk/services/data/business-data