Compensation from Trinity Home Insurance Claims

Kbrown0511

Hi Everyone, I'm looking for some advice, back in August we had a blocked Wastepipe which resulted in our shower pouring water all over the bathroom and it came through our ceiling followed back human waste coming up the the shower and bath. We contacted The Policy Expert who put us through to Trinity Claims which is when all the issues began, they made us live in the house for 3 weeks in which time we had no lighting downstairs, no shower, no bath or sink, where forced to wash in the kitchen sink or travel to family to have a shower, deficate into bin bags and urinate into a bucket. Eventually they sent a surveyor out who was shocked at how we were living and contacted the company and told them to get us rehomed immediately. There were a lot of issues going wrong from the start, they kept moving us every 2 weeks, over the period we moved 5 times both myself, my wife and 2 children. They had the cheek to ask me to sort out all the various trades people which took forever to source, they lied to us over things and constantly sent me repetative questions, we were made to feel like liars and were just ground down. For weeks I'd been telling them that I was an injured armed forces veteran and this whole situation was causing my phyisical injuries to cause me more pain than normal and the stress was causing me headaches and stomach pains. All I ever got back from them was Oh we are sorry to hear that, but could you go and sort this out or that out. It got to the point where one morning I was rushed into hospital and almost died, when my wife explained what had been happening they said that the stresses I was dealing with certainly were a contributing factor for being rushed in. They told us that they would repair the damaged drain outside which caused the initial issue then once they found out it was going to cost £3000 they then back tracked and said I wasn't covered by my policy. They refused to extend our stay at our last holiday rental stating that everything was more or less completed at our home and we could move back in as it would just be like if we were decorating. My wife explained that I was still in intensive care clutching onto life, we still had no lighting as we were waiting for the plaster on the replacement ceiling to dry so the decorator could start his work, we had no carpets downstairs, we still didn't have a sterile bath or shower as they were both still covered in human waste and all our furniture from downstairs was being stored in our bedrooms. So my wife not only had to look after my needs in hospital but then had to borrow money off her parents to pay for an additional stay at the let so that I had somewhere warm, dry and sterile to come out of hospital too when I was finally released. The list is absolutely endless, this situation began on the 1st August and we only moved back home 2 weeks ago and still haven't had the drain repaired and the shower unit is still unfit for purpose. Once I was strong enoough I submitted an 8 page complaint email and sent it too them. They finally got back to me on Wednesday of this week and have said they are investigating all the points I have raised, as a good will genture they have decided that they will now pay for the drain to be fixed. They then said cheekily how much compensation would I be looking for, so I went back over everything and repeated all of the issues and especially both my health and the mental health of my poor wife who had to hold everything together and the constant disruption caused to our childrens lives. I've told them that I want them to go back through my email and come back to me with what they think we should be compensated. Now my question to everyone is, has anyone else been in a similar predicament and have they been offered compensation from this absolute joke of a company? If so, having listed only a handfull of issues in this post I was wondering what you all though was a reasonable offer to accept? I will find out what they say next week when they get back to me, but I'm expecting it to be as little as possible. To be honest if it was down to me, I'd expect all our expeditures paid back, for all the various things we've been forced to pay for and then some sort of compensation for all the suffering my family have had to ensure all these months. I just don't know what to expect which is why I've reached out to all of you for advice. Many thanks Kenny

Aretnap

Could you break that wall of text up into some paragraphs please? It is very difficult to read as it is, and that will limit the number of helpful replies you get. A brief summary of the problem would also be helpful.

Annemos

Good evening. What an awful experience. 

Does this Financial Ombudsman link help you at all? 

It provides some examples of cases and also what monetary compensation amounts they suggest for different levels of distress and inconvenience. As you will see, the cases escalate in severity as you read through to the end. 

I think this could perhaps be over and above any other expenses for which you are out of pocket.

https://www.financial-ombudsman.org.uk/consumers/expect/compensation-for-distress-or-inconvenience

SaverRate

Very sorry to hear.

I would go with all expenditure paid + compensation for the stress, illness etc

In future please dont just go with the cheapest insurer. Check reviews, what they cover etc as Policy Expert are one of the cheapest and riddled with complaints 

DullGreyGuy

An 8 page complaint is going to be very hard to read/follow and in particular remember all the points... and thats assuming your return key was working for that letter!

Whilst we all want to give every single issue and point its not the best approach, its much better to call out the most significant issues and the lesser ones to be included as themes with examples rather than all the detail.

Hopefully in your complaint you have detailed the reason you were in intensive care, the initial response from a random person is going to be that you have major underlying health issue if stress nearly kills you and it would appear the docs said it was possibly a contributing factor and not the root cause. Melodrama, which is how it will read to some, doesnt tend to win friends but factual elements, like being ill and not in a fit state to go to an unfinished house is a material point

https://www.financial-ombudsman.org.uk/businesses/complaints-deal/insurance/home-buildings-insurance/settling-home-insurance-claims is a worthwhile page to read and in particular the section on alternative accommodation and disturbance allowance