Allianz insurance subsidence nightmare

PSymo87

I am writing about Allianz’s failure to resolve my properties subsidence issue.

Subsidence at the property was first identified in Autumn 2018. Since then, we have endured years of delays and poor communication from Allianz (our insurer) and Crawfords (the appointed loss adjuster). Council trees contributing to the subsidence were only pollarded in 2022 after persistent chasing. Cosmetic repairs were finally carried out in Spring 2024 after a long period of monitoring. Unfortunately, the cracks returned within 6 months of the work and monitoring has confirmed further movement.

Critically, there was no agreement between Crawfords and Croydon council to maintain the trees at pollarded dimensions, meaning the root cause remains unresolved. As a result, we have been unable to sell our property and move on as it is impossible to get insurance for subsidence. We are now a family of four living in an overcrowded two-bedroom flat, and the situation is having a serious impact on our wellbeing.

Communication from Crawfords and Allianz has been consistently poor, with responses only forthcoming after formal complaints. I also took the issue to the financial ombudsman, but they don't seem to be able to provide much help. I have also taken the matter to my MP and Croydon council, but the council’s response was that: ‘The onus is then on himself, or his insurance provider, to conduct an investigation and produce a report detailing their findings.’ – which is what I though the loss adjuster had done and was what the recent monitoring had proven. 

I have recently heard that a new loss adjuster has been appointed (Innovation Group UK), but I am sceptical that this will help speed things. This has been confirmed by early communications with them (they say their email inbox is not monitored!). To add to this, our freeholder had not been informed of this change. The entire experience has been deeply frustrating and exhausting and I’m not sure where to go from here.

Annemos

Please see private message, PSymo87

huckster

Any structural engineers reports?

You need to ask Crawfords and Allianz for copies of claim records including any reports provided.

Unless you know the exact causes are, very difficult to know way forward. Might not just be trees. Could be a drainage issue. Have you had cameras put down drainage pipes to see whether they are damaged?  If they are leaking, this could be part of the problem.

PSymo87

Yes, I did provide the Ombudsman with a structural report, but they didn't seem to take much notice of it. 

Have had cameras down some drains and a fix was done at the front of the property, but the subsidence problem persisted. There is another drain at the side of the property, but that was not investigated. Given that from the monitoring that the movement (and crack growth) is more during the summer months, this seems consistent with tree induced clay shrinkage. 

huckster

Or house poorly built with inadequate foundations, taking into account ground conditions.

Annemos

huckster said:

Or house poorly built with inadequate foundations, taking into account ground conditions.

I tend to think, the Insurance Company could only use that particular reason as an excuse to decline a Subsidence Claim, if there were Building regs in force, at the time the property or extension or Conservatory was built, and they had been flouted.