Insurance company contractor flood!

dogmumma

Hi,
im looking for some advise about our house insurance. 

We have emergency cover and called our insurance when we had a tiny leak above the mains water supply connector under our kitchen sink.
They sent out a plumber and I explained we didn’t touch it because it was connected to the mains and we didn’t have the key for turning the water off outside. I joked we didn’t want a mains water flood!!
he proceeded to tighten the connector and then turn the stop valve off (which is above the connector) so he could “put it under pressure”.
The connection then broke I had mains water flooding my home for 30 minutes as the plumber didn’t carry the Toby key for outside. Eventually got a neighbour who had one and we turned it off.
So I now have a claim because the kitchen, flooring in kitchen and hall are all
 damaged because of the water. 

A claims handler said as it wasn’t my fault and was a fault of the plumber I shouldn’t need to pay the £500 excess. This is now being disputed by the insurance company and they are investigating! I also don’t feel this should be classed as a claim under my policy.

Wondering if anyone has any experience or advise for me to help resolve this.
Many thanks ☺️ 

DullGreyGuy

Do you buy combined or separate Home and Home Emergency insurance? 
If you read your policy book is the underwriter/administrator of the Home and Home Emergency the same? Many are but some aren't. 

It should be dealt with as a complaint to your HE provider rather than a claim on your Home insurer.

dogmumma

I asked if they had fixed the problem through home emergency is there still an excess to pay and they said no. 

But I will have a read through. 

This happened 30th May and I’m still no further forward!

the_lunatic_is_in_my_head

Insurance co should have an official complaints procedure to follow which might prompt a better response. 

born_again

A claim against the company the plumber works for?

Failing that as above.

DullGreyGuy

born_again said:

A claim against the company the plumber works for?

Failing that as above.

The plumber is an agent of the insurer... insurers tend to have deeper pockets than plumbers (and legally there is no requirement for the plumber to even have insurance but is likely that they do if they are on an insurers supplier list)

dogmumma

the_lunatic_is_in_my_head said:

Insurance co should have an official complaints procedure to follow which might prompt a better response. 

I have put a formal complaint in.  I was told they’d respond by today. I’ve had another email today saying they are still waiting to allocate my complaint to a handler! So it’s another waiting game! 

born_again

dogmumma said:

the_lunatic_is_in_my_head said:

Insurance co should have an official complaints procedure to follow which might prompt a better response. 

I have put a formal complaint in.  I was told they’d respond by today. I’ve had another email today saying they are still waiting to allocate my complaint to a handler! So it’s another waiting game! 

They have 8 weeks. 

DullGreyGuy

born_again said:

dogmumma said:

the_lunatic_is_in_my_head said:

Insurance co should have an official complaints procedure to follow which might prompt a better response. 

I have put a formal complaint in.  I was told they’d respond by today. I’ve had another email today saying they are still waiting to allocate my complaint to a handler! So it’s another waiting game! 

They have 8 weeks. 

After 8 weeks you can escalate to the Financial Ombudsman even if the company hasn't sent their final response. You are free to give them longer if you want and similarly most are much quicker than 8 weeks depending on the complexity of the complaint and staffing levels. Unfortunately we are in August so holiday season and things often go slower this month. 

dogmumma

At what point does the 8 weeks start?
I have said from the beginning I didn’t think this should be showing as a claim on my policy and that I don’t think I should pay the £500 excess. This has only been addressed via email more recently so although this happened on 29th May, I only have an email from them regarding this from 16th July. Said they be in touch on 7th August and now emailed again saying they are waiting for it to be assigned on 7th August!

born_again

From when your complaint is started.
If you get a deadlock letter pre 8 weeks, you can go to FOS at that point.
All details of how too are included in any correspondence with them.