Home Insurance Discussion

frank2020

Doc_N said:

frank2020 said:

Doc_N said:

frank2020 said:

Doc_N said:

frank2020 said:

Doc_N said:

frank2020 said:

Doc_N said:

frank2020 said:

Hi, thanks for replying.
My insurance is standard and to be honest I'm not sure what caused the damage. I think the substantial rainfall from the recent storm and the clay soil becoming heavier may have caused it. All I know is that it's happened during the last week (Strom Dennis) and it was showing no signs of wear and tear in the summer. Thank you

I've looked at the standard Admiral policy wording, and the answer, I'm afraid, is a little less than certain.  Garden walls are theoretically covered:

Buildings: Your home including its permanent fixtures and fittings, central heating fuel storage tanks and drains, permanently connected pipes and cables, service tank, solar panels and wind turbines permanently fixed to the buildings or the ground, including its: drives, decking, fences, garden walls, gates, ground source heating pumps, hard tennis courts, paths, patios, permanently fixed hot tubs or jacuzzis, permanent swimming pools built of brick, stone or concrete, septic tanks and terraces.

But they might try to argue that it's the result of subsidence, which excludes the following damage:

To gardens, lawns, patios, terraces, tennis courts, outdoor swimming pools, hot tubs, walls, fences, gates, drives, service tanks, drains, septic tanks, pipes, cables and central-heating oil tanks, unless your home is damaged as well

Flood damage would probably be the best route to use to try to get round that - you'd need to show that the wall was in perfectly good condition before the storm (policy definition: A specific, identified storm including strong winds in excess of 47 knots (54mph) that may include heavy rain, snow or sleet.)

If you argue that a perfectly good wall, in good condition, was simply washed away by the flow of water they may accept the claim.  There is a downside, though, in that they may reassess the flood risk for your particular property.

Thank you very much for taking your time to look into that for me, very much appreciated. I will go with that approach and fingers crossed it's positive news. If not, at least the surveyor who comes out to look will be able to tell us what I need to do to repair it. Thanks

No problem. I would be interested in the outcome though, once it’s resolved. Good luck.

Hi, bit of a long process, I still haven't had a definitive answer. Admiral have said the loss adjuster has advised it's a valid claim, but Admiral are waiting on a Scope of Works (or something like that) so I'm a little unsure where I stand at the minute. Hopefully I'll have a clear answer soon.

Thanks for updating us. That sounds very promising if they see it as a valid claim. The next stage should just be a discussion as to what needs to be done to put the wall right. Everything's negotiable, within reason, so if their proposals seem unreasonable discuss it with them. With luck though you'll just get a quick and simple resolution.

Hi again, I hope you're keeping well. So I was getting a bit concerned I wasn't hearing anything and rightly so. They have decided now to reject the claim, the CCG had sent me an email last week (sitting in my junk folder:

I chased this for you late last week to get an idea on what was happening. The matter got referred to Admiral’s Technical department for review.

They advised me that they reviewed the case in line with your policy (see attached document).

Please refer to page 14 in the What is covered / What is not covered section, point 7, in which it specifically states ‘What is not Covered’ - Loss or damage caused:

• By subsidence, heave or landslip resulting from storm or flood

Admiral have made specific reference to the highlighted wording above, and have used this as justification as to why they will not be looking to cover the claim, as ultimately the wall has collapsed under pressure from a rivers water flow which was exacerbated by the adverse weather. On this basis the claim is declined in full.

I was shocked to say the least, as I was told on quite a few occasions this was valid. They'd even sent me an email a month ago stating it was with the Admiral technical team to gather information on costs.

I'll complain as the wall is now in a worse condition. If they'd have rejected the claim in the first place I'd have quickly moved on with getting it fixed myself. But to tell me it's a valid claim and then go back on it doesn't seem right to me.

That’s an odd situation. I mentioned I think in an earlier post that they might use that as a means of refusing the claim, and suggested a possible alternative route, but if they’ve accepted liability that opens up new possibilities.

Have Admiral themselves given you something which could be interpreted as an acceptance?

Unfortunately not, they only ever said it over the phone, they did send me an update in February:

We are currently in the process of obtaining accurate costings for the claim from the Claims Consortium Group. The claim has also been passed across to our Technical Team to review due to the estimated costings on the claim. Once the outcome of these two actions have been completed we will look to arrange contact with yourself with a present position.

But it doesn't seem I have much to go on, I'll make my complaint however as I think they've handled it quite poorly.
Thanks for your help

No problem.  Obviously it would be ideal to have had something in writing, but if they did tell you over the phone that the claim had been accepted you can be pretty sure that they’ll have a recording of the call.  It’s standard practice.  If they can confirm that, I’d be surprised if they don’t back down.

Failing that, a threat to refer the matter to the Financial Ombudsman Service may help.  Firstly because each investigation has a financial cost to the insurer, and secondly because the FOS might view the wording above as interpretable by you as an acceptance.

That's great, thanks for your help

phloaw

Hi!
Any feedback or experience about Hiro home insurance?
https://gethiro.com/
Since they are quite new on the market, I can't find comparisons. 
TA

Doc_N

I'd need a lot of persuasion to go with a company with no track record and giving so little information about itself on the website.

https://www.standard.co.uk/tech/hero-labs-smart-home-insurance-tech-how-it-works-a4411146.html

tigerspill

Hi folks,
Not sure if this is the right place to post this question.
My home insurance came in from John Lewis. Nearly £600 - up £100 from last year.
Using some of the comparison sites, Halifax seem to be coming out far and away the cheapest for what appears to be good cover - at £234. Just over one third the renewal price.
No idea how there can be so much variance.
Anyway - has anyone any experience in dealing with or making a claim from Halifax?
Just trying to get a few for how good / bad they are?
Thanks

Jenk_091

Hi,
After a little advice.
Our home flooded all on ground floor. We have very good insurance. They were great at responding to the claim. Came out a day later to evaluate and began drying process first. Upon this they inspected contents briefly to see what would need doing. The water came in above sockets on wall (around 60cm deep). When the company who dry, sanitise and skip contents came they explained that fridge would be written off, tumble dryer would, dishwasher would be and the cooker (a free standing double oven) would need looking at. They explained that the kitchen would most probably be aswell due to dampness going up the walls and into the back of the units and it will most likely be damaged from being dismantled. We are now 10 weeks on and having a little battle with insurance. After ripping out the flooring before drying, They dismantled the kitchen and left in the middle of the room on the wet floor boards. This is still there and they are now explaining that the kitchen is staying so it will be removed and stored in storage. But for the last 10 weeks it has been sat on the wet floor that was contaminated with raw sewage water. The company who inspect contents have since been back and said that the units are damaged. The back is peeling away. We even had howdens contact us a few weeks back to measure up the kitchen. This all seem very odd that our insurance will now not replace it despite being told by the company who cleans it that it should be written off. How can they ensure complete sanitation of this kitchen it was left on the floor with just a sheet over it and nothing underneath. My worktops are touching what was the wet floorboards. And at the same time, they have hacked off plaster from all around the room With it there. My cooker which is only 3 months old was not even covered over. Further to the contents, they have skipped all that was in our shed and garage, such as tools and lawn mower etc and will replace these but they are saying that the kitchen content (cooker, fridge ect) can just be pat tested. It doesnt make sense. I can live without a new lawn mower. I dont want to bring children back into the home with a dirty kitchen and cooker etc. I am really just worried about how clean it is. Wood will just soak up water, how can it be cleaned? 
In addition to all of this, the builders have been terrible, they hacked off plaster but left radiator fittings on the wall, our cast iron radiators again which are only 3 months old have just been placed on the rubble with nothing underneath, they left our French doors open for 3 days until we returned to the property to discover they were left open.

I just am not happy with the service that we are getting, with how they are handling my concerns and I dont know where to go or what to do next.

I will write an additional letter to make everything clear to them and then I will involve the financial ombusmen. But what else can I do??

murphydavid

I sympathise. It seems to me that there are two more possible things you can do. 1. Take control or 2. wait till the jobs complete then complain about the final result.
Unfortunately with some builders you have to be confrontational or they will take liberties.
If it was me I would attempt to take control by thinking about each individual aspect that needs resolving and dealing with it as a single issue (one at a time) directly with the culprit. ie " they left our French doors open for 3 days until we returned to the property" They! must have been a person. Find out who it was. Confront him or his boss. Warn them that if they don't improve you will instruct the insurance inspector that their company will not be allowed back on your property. If they continue to be disrespectful then you have the right to refuse them entry. I think that once they see you mean business and it may cost them things might improve.

Doc_N

tigerspill said:

Hi folks,
Not sure if this is the right place to post this question.
My home insurance came in from John Lewis. Nearly £600 - up £100 from last year.
Using some of the comparison sites, Halifax seem to be coming out far and away the cheapest for what appears to be good cover - at £234. Just over one third the renewal price.
No idea how there can be so much variance.
Anyway - has anyone any experience in dealing with or making a claim from Halifax?
Just trying to get a few for how good / bad they are?
Thanks

Funny you should mention this.  We'd been with the Halifax for many years prior to last year when we switched away to John Lewis.  Every year they upped the premium, and every year I renegotiated it down again.  Last year they wouldn't budge, so I moved to John Lewis - a little more expensive, but much wider cover.

We did have a large claim from the Halifax a few years ago, about £30,000 as I recall, and they handled it pretty well.  No real concerns about them in that respect.

I have to say though that John Lewis have been exceptional.  We had a boiler problem, and even though they could quite justifiably have refused to pay because we called out another contractor before contacting them, they still paid out around £700 because the cost was no higher than it would have been.  Very impressed.

I'd suggest you check the cover before you move - you'll find it's considerably less wide than with John Lewis.

Doc_N

Jenk_091 said:

Hi,
After a little advice.
Our home flooded all on ground floor. We have very good insurance. They were great at responding to the claim. Came out a day later to evaluate and began drying process first. Upon this they inspected contents briefly to see what would need doing. The water came in above sockets on wall (around 60cm deep). When the company who dry, sanitise and skip contents came they explained that fridge would be written off, tumble dryer would, dishwasher would be and the cooker (a free standing double oven) would need looking at. They explained that the kitchen would most probably be aswell due to dampness going up the walls and into the back of the units and it will most likely be damaged from being dismantled. We are now 10 weeks on and having a little battle with insurance. After ripping out the flooring before drying, They dismantled the kitchen and left in the middle of the room on the wet floor boards. This is still there and they are now explaining that the kitchen is staying so it will be removed and stored in storage. But for the last 10 weeks it has been sat on the wet floor that was contaminated with raw sewage water. The company who inspect contents have since been back and said that the units are damaged. The back is peeling away. We even had howdens contact us a few weeks back to measure up the kitchen. This all seem very odd that our insurance will now not replace it despite being told by the company who cleans it that it should be written off. How can they ensure complete sanitation of this kitchen it was left on the floor with just a sheet over it and nothing underneath. My worktops are touching what was the wet floorboards. And at the same time, they have hacked off plaster from all around the room With it there. My cooker which is only 3 months old was not even covered over. Further to the contents, they have skipped all that was in our shed and garage, such as tools and lawn mower etc and will replace these but they are saying that the kitchen content (cooker, fridge ect) can just be pat tested. It doesnt make sense. I can live without a new lawn mower. I dont want to bring children back into the home with a dirty kitchen and cooker etc. I am really just worried about how clean it is. Wood will just soak up water, how can it be cleaned? 
In addition to all of this, the builders have been terrible, they hacked off plaster but left radiator fittings on the wall, our cast iron radiators again which are only 3 months old have just been placed on the rubble with nothing underneath, they left our French doors open for 3 days until we returned to the property to discover they were left open.

I just am not happy with the service that we are getting, with how they are handling my concerns and I dont know where to go or what to do next.

I will write an additional letter to make everything clear to them and then I will involve the financial ombusmen. But what else can I do??

Assuming that the insurer has arranged the contract with the builders, normally the case, all of the things you mention are the responsibility of the insurer - which one is it?

Jenk_091

Doc_N said:

Jenk_091 said:

Hi,
After a little advice.
Our home flooded all on ground floor. We have very good insurance. They were great at responding to the claim. Came out a day later to evaluate and began drying process first. Upon this they inspected contents briefly to see what would need doing. The water came in above sockets on wall (around 60cm deep). When the company who dry, sanitise and skip contents came they explained that fridge would be written off, tumble dryer would, dishwasher would be and the cooker (a free standing double oven) would need looking at. They explained that the kitchen would most probably be aswell due to dampness going up the walls and into the back of the units and it will most likely be damaged from being dismantled. We are now 10 weeks on and having a little battle with insurance. After ripping out the flooring before drying, They dismantled the kitchen and left in the middle of the room on the wet floor boards. This is still there and they are now explaining that the kitchen is staying so it will be removed and stored in storage. But for the last 10 weeks it has been sat on the wet floor that was contaminated with raw sewage water. The company who inspect contents have since been back and said that the units are damaged. The back is peeling away. We even had howdens contact us a few weeks back to measure up the kitchen. This all seem very odd that our insurance will now not replace it despite being told by the company who cleans it that it should be written off. How can they ensure complete sanitation of this kitchen it was left on the floor with just a sheet over it and nothing underneath. My worktops are touching what was the wet floorboards. And at the same time, they have hacked off plaster from all around the room With it there. My cooker which is only 3 months old was not even covered over. Further to the contents, they have skipped all that was in our shed and garage, such as tools and lawn mower etc and will replace these but they are saying that the kitchen content (cooker, fridge ect) can just be pat tested. It doesnt make sense. I can live without a new lawn mower. I dont want to bring children back into the home with a dirty kitchen and cooker etc. I am really just worried about how clean it is. Wood will just soak up water, how can it be cleaned? 
In addition to all of this, the builders have been terrible, they hacked off plaster but left radiator fittings on the wall, our cast iron radiators again which are only 3 months old have just been placed on the rubble with nothing underneath, they left our French doors open for 3 days until we returned to the property to discover they were left open.

I just am not happy with the service that we are getting, with how they are handling my concerns and I dont know where to go or what to do next.

I will write an additional letter to make everything clear to them and then I will involve the financial ombusmen. But what else can I do??

Assuming that the insurer has arranged the contract with the builders, normally the case, all of the things you mention are the responsibility of the insurer - which one is it?

Yes, the insurance arranged the builders? 

Doc_N

Jenk_091 said:

Doc_N said:

Jenk_091 said:

Hi,
After a little advice.
Our home flooded all on ground floor. We have very good insurance. They were great at responding to the claim. Came out a day later to evaluate and began drying process first. Upon this they inspected contents briefly to see what would need doing. The water came in above sockets on wall (around 60cm deep). When the company who dry, sanitise and skip contents came they explained that fridge would be written off, tumble dryer would, dishwasher would be and the cooker (a free standing double oven) would need looking at. They explained that the kitchen would most probably be aswell due to dampness going up the walls and into the back of the units and it will most likely be damaged from being dismantled. We are now 10 weeks on and having a little battle with insurance. After ripping out the flooring before drying, They dismantled the kitchen and left in the middle of the room on the wet floor boards. This is still there and they are now explaining that the kitchen is staying so it will be removed and stored in storage. But for the last 10 weeks it has been sat on the wet floor that was contaminated with raw sewage water. The company who inspect contents have since been back and said that the units are damaged. The back is peeling away. We even had howdens contact us a few weeks back to measure up the kitchen. This all seem very odd that our insurance will now not replace it despite being told by the company who cleans it that it should be written off. How can they ensure complete sanitation of this kitchen it was left on the floor with just a sheet over it and nothing underneath. My worktops are touching what was the wet floorboards. And at the same time, they have hacked off plaster from all around the room With it there. My cooker which is only 3 months old was not even covered over. Further to the contents, they have skipped all that was in our shed and garage, such as tools and lawn mower etc and will replace these but they are saying that the kitchen content (cooker, fridge ect) can just be pat tested. It doesnt make sense. I can live without a new lawn mower. I dont want to bring children back into the home with a dirty kitchen and cooker etc. I am really just worried about how clean it is. Wood will just soak up water, how can it be cleaned? 
In addition to all of this, the builders have been terrible, they hacked off plaster but left radiator fittings on the wall, our cast iron radiators again which are only 3 months old have just been placed on the rubble with nothing underneath, they left our French doors open for 3 days until we returned to the property to discover they were left open.

I just am not happy with the service that we are getting, with how they are handling my concerns and I dont know where to go or what to do next.

I will write an additional letter to make everything clear to them and then I will involve the financial ombusmen. But what else can I do??

Assuming that the insurer has arranged the contract with the builders, normally the case, all of the things you mention are the responsibility of the insurer - which one is it?

Yes, the insurance arranged the builders? 

Which insurer was it?