House Insurance Claim Dispute

Carol39

I contacted my house insurance re an issue with permanently filling toilet cistern.  A plumber fixed it but left me with a water leak after turning off water at pipe in bathroom (even though the water was turned off at the mains).  This resulted in water coming through to my kitchen underneath.  A second plumber came out and change the pipe connector which he said was old - pipe is still leaking and insurers say is not covered by emergency repair and to claim on building and contents insurance which has a £650.00 !!!! excess for water leaks.
They are not accepting any responsibility even though I didn't have a leak before they attended my property.  Is it worth taking this to the Ombudsman ?

MattMattMattUK

Carol39 said:

I contacted my house insurance re an issue with permanently filling toilet cistern.  

That would be a maintenance issue not an insurance issue.

Carol39 said:

A plumber fixed it but left me with a water leak after turning off water at pipe in bathroom (even though the water was turned off at the mains).  This resulted in water coming through to my kitchen underneath.  A second plumber came out and change the pipe connector which he said was old - pipe is still leaking and insurers say is not covered by emergency repair and to claim on building and contents insurance which has a £650.00 !!!! excess for water leaks.

If the plumber caused damage that would be something you should claim from them/their insurance. Potentially claiming against the contents insurance would seem to make sense.

Carol39 said:

They are not accepting any responsibility even though I didn't have a leak before they attended my property.  Is it worth taking this to the Ombudsman ?

Is "they" the insurers, the first plumber, the second plumber, someone else? I really cannot see how this would have anything to do with the ombudsman. 

UnsureAboutthis

I completely agree with the above ie it is a maintenance issue

These turn off/on water connectors are often not touched for many years, and once you turn it on and off, there is
a decent chance it will leak

DullGreyGuy

MattMattMattUK said:

Carol39 said:

I contacted my house insurance re an issue with permanently filling toilet cistern.  

That would be a maintenance issue not an insurance issue.

Home Emergency, which is often cross sold with Home, covers certain maintenance issues however is designed to deal with the emergency and not necessarily result in a permanent fix.

Carol39 said:

I contacted my house insurance re an issue with permanently filling toilet cistern.  A plumber fixed it but left me with a water leak after turning off water at pipe in bathroom (even though the water was turned off at the mains).  This resulted in water coming through to my kitchen underneath.  A second plumber came out and change the pipe connector which he said was old - pipe is still leaking and insurers say is not covered by emergency repair and to claim on building and contents insurance which has a £650.00 !!!! excess for water leaks.
They are not accepting any responsibility even though I didn't have a leak before they attended my property.  Is it worth taking this to the Ombudsman ?

To go to the Ombudsman you must first have registered a complaint and received a final response from the insurer. Have you had the final response? If so what was their basis for not upholding the case?

You have nothing to lose going to the ombudsman but it doesnt move fast.