home insurance claim issue

Inigo_Montoya

hello

we have trying to make a home insurance claim due to an escape of water

the loss adjuster BVS (bad reviews on trustpilot) is saying we are not allowed to use the "insurer approved repair network" to do the repairs at least partly due to some pre-existing damage from a separate water leak in the same room

is there any way for me to challenge that decision ? - can I use my home legal insurance to challage it for example

I suspect BVS are trying to get me to accept as low as possible cash settlement (the figure the surveyor came up with looks too low but I have not got any qoutes yet so do not know for certain )


regards

PHK

This isn't really a consumer rights issue.

But as it stands, as far as I know, you have two choices.

You can appoint a loss assessor to negotiate for you.
Complain to the insurer about the loss adjuster.

As far as i know the usual way to handle this situation (pre-existing damage you haven't claimed for) is to agree a quote to do all the work. Your insurer to pay for percentage due to the current escape of water and you * to pay for the rest.

*you might be able to claim on the insurance you had at the time the earlier damage happened. Subject to the type of insurance and claim rules.

Not having works done promptly can affect insurance claims. So unless the previous damage is cosmetic or in an unrelated area. Not having it sorted could you reduce the amount you get or even make the current claim invalid. You'll need to check your paperwork.. 

Okell

I think you'd be best advised to post your question on the insurance board

Insurance & life assurance — MoneySavingExpert Forum

MSE_ForumTeam5

We've moved this to the insurance board

DullGreyGuy

Inigo_Montoya said:

the loss adjuster BVS (bad reviews on trustpilot) is saying we are not allowed to use the "insurer approved repair network" to do the repairs at least partly due 

Don't think I have ever seen a loss adjustor with positive reviews on trust pilot, certainly never seen anyone come on here saying "despite the reviews on trustpilot..." think it just comes with the job.

If its partly due to then what are the other reasons?

You need to read your policy book on how claims will be settled. Generally they will say it's purely at the discretion of the insurer how claims are settled so you cannot force them to use the network repairers. You'll need to register a complaint with your insurers but ultimately dont hold your breath as the Ombudsman doesn't consider this unfair.  They clearly do have to give an appropriate claims offer, considering the pre-existing damage, even if you cannot use their repairers.

Inigo_Montoya

DullGreyGuy said:

Inigo_Montoya said:

the loss adjuster BVS (bad reviews on trustpilot) is saying we are not allowed to use the "insurer approved repair network" to do the repairs at least partly due 

Don't think I have ever seen a loss adjustor with positive reviews on trust pilot, certainly never seen anyone come on here saying "despite the reviews on trustpilot..." think it just comes with the job.

If its partly due to then what are the other reasons?

Apparently the size of the claim is also relevant - I vaguely recall the surveyor mentioned something about the claim having to be more than £1000

The form he got me to sign lists an estimated total repair cost of £1475 which is £975 as a "settlement offered" after removing the excess of £500

He actually said himself that it was an estimated total cost because when the builders come in & remove the chipboard flooring they might find other damage such as rotten joists

If we were using the insurers own builders then any extra cost such as the above would automatically be taken care of but because they are saying we have to use our own builders then I assume (???) we would end up have to pay for this ourselves 

He also did mention something about being a vulnerable person affecting this decision too - the house is lived in by my mother who is 78 years old so this may be a reason for disputing the decision

As far as employing my own loss assessor I suspect their fees will out weigh any potential saving due to the small size of the claim ?

the other annoying thing is that the damage to the carpet is considered a building contents claim which I believe is subject to another £500 excess so will not be worth claiming for

Brambling

It has been 10 years since I've worked in insurance so alot could have changed but in those days (they had their own loss adjusters then) they would want you to use their repair network as it was cheaper for them, in fact in some cases if you cash settled you were paid less to allow for the discount they were losing from the builder.  However I can't remember what would happen if there was existing damage.  It may also be possible that if keeping the damage below £1500 they don't need the insurer's approval to settle.  

I would call the insurance claims team and ask them 

DullGreyGuy

Brambling said:
It may also be possible that if keeping the damage below £1500 they don't need the insurer's approval to settle.  

It varies by TPA and authority level... with a previous client it was only claims over £175,000 that had to go back to the insurer for one underwriter but for another it was £50,000. It generally isnt work appointing a loss adjuster on claims under £1,000 and so a limit of authority of £1,500 would give them an exceptionally narrow band they are operating within.

Inigo_Montoya said:

DullGreyGuy said:

Inigo_Montoya said:

the loss adjuster BVS (bad reviews on trustpilot) is saying we are not allowed to use the "insurer approved repair network" to do the repairs at least partly due 

Don't think I have ever seen a loss adjustor with positive reviews on trust pilot, certainly never seen anyone come on here saying "despite the reviews on trustpilot..." think it just comes with the job.

If its partly due to then what are the other reasons?

He actually said himself that it was an estimated total cost because when the builders come in & remove the chipboard flooring they might find other damage such as rotten joists

If we were using the insurers own builders then any extra cost such as the above would automatically be taken care of but because they are saying we have to use our own builders then I assume (???) we would end up have to pay for this ourselves 

In both cases it would go back to the loss adjuster to consider, the only real difference is the approved repairs would probably go directly to the LA whereas with your own builder you will be the middleman moving messages between them. Some may prefer the hands off approach but others prefer to know what's going on by being in the message flow. 

Inigo_Montoya

for what its worth this is a message I received from BVS this morning :

As discussed each insures will have different criteria's a to when claims are suitable for the building network to be appointed. With all insurers, if there are any pre existing damages in the same area to be worked on then the claim is not suitable for building repair network. This is due to the contractor not being able to provide a guarantee of their works.

the claim I am making is for an escape of water from behind the bathroom wash basin  - the previous damage they are referring too was damage caused by a leak from the shower basin many years ago 

Assuming I have to accept this then it looks like my next step it to get a full detailed breakdown of the scope of works & make sure it covers all the damage - from what the surveyor has said I do not think there is any allowance at the moment in the scope of works for the replacement of rotten joists which will not be known until the chipboard is removed

once I have that correct detailed breakdown I can get my own quotes based on that