I thought I was alone in my complaint against Asprea

sadiyah · 21 November 2009 at 5:43PM

My kitchen ceiling collapsed in October 29th, due to water leak from under the bath. I contacted my Insurers - Post Office - who put me through to Apsrea. The assessor visited 11th Nov and asked all questions, took photos and suggested I submit the plumbers invoice for repairs to Asprea. This was sent by fax on 13th November.
Today, I rang Asprea to enquire regarding my claim. Only to be told my claim has been closed. No other reason given. I said that I had not received any correspondence to this effect. The lady apologised and asked me to ring on Monday, to speak to my Claims Advisor.
I am totally devasted, I have a great hole in my kitchen ceiling and in tears. I intend to take this further to the end. This cannot happen. I have never claimed in the 30 years of living here and have never missed a payment. Why are they doing this to me?

Inactive · 21 November 2009 at 5:49PM

Sorry to hear that, it is worth noting that Post Office Home Insurance is administered by BISL.

Wol2 · 22 November 2009 at 1:07AM

Ring them monday - claims should not be closed without communcation being sent to the policy holder.....(so sounds like and admin !!!! up to me)..and see if they can resolve your problem (going right up to managerial level if necessary).

If after this you still find you are hitting your head against a brick wall, then in my experience, there is no point doing anything further over the phone if you want some action!!

Follow the complaints procedure in your insurance policy document and write a formal letter (sent recorded delivery) to the Post Office address detailing the problem, what you want to happen to resolve it to your satisfaction and asking for "their final response". Copy it to the CEO/Managing Director.

They have 30 days to provide a final response.

In the mean time, (or even before....)...visit the Financial Obudsman website regarding the complaints procedure and if you need advice don;t hesitate to ring them and start a case history with reference number..
http://www.financial-ombudsman.org.uk/consumer/complaints.htm

Once you have your final reponse from the insurers, you will know whether to proceed to the Ombudsman.

In the mean time...sorry but you might not get your ceiling resolved in the near future. Even if you are prepared to get the work done privately and hope you can reclaim the cost from your insurer, the very act of doing this without their authorisation could negate (or make it diffcult to reclaim) any reimbursement.

Good luck
xxx

missile · 22 November 2009 at 1:24AM

If it makes you feel any better, you are not alone. I and many others have suffered similar poor service from Asprea. There are quite a few similar tales on this site.

Oscar_The_Grouch · 22 November 2009 at 9:19AM

Wol2 wrote: »

They have 30 days to provide a final response.

Under regulation, they have 8 weeks to respond and even if their service standards say they will respond in 30 days, the FOS will not get involved until either the final response has been issued or 8 weeks have passed.

tangiblesolutions · 24 November 2009 at 1:58PM

Looks as though Asprea are up to their tricks again. As a company that specialises in building work as a result of a claims, we have the joys of dealing with this company. How Aviva can justify this is beyond me, they are clearly not listening to their customers!! You have freedom of choice when you make a claim and are entitled to appoint your own builder to look after your interest when making a claim. There are a number of other companies ignoring their customers wishes and refusing to talk to the customers builder, even if they have written authority, a couple that spring to mind are Halifax (Lloyds) and Direct Line and Churchill (RBS) - There is a common thread here!!! The arrogance of these people is astonishing. I would suggest you request Asprea are taken off any cases in the future and use this forum as precedent.

pelican1 · 2 December 2009 at 5:43PM

Well I am glad I am not alone, its been seven weeks since my flood, it took them two weeks to get the dryers in.

Last week I had to pay someone to rip the kitchen out because it was going mouldy and smelt damp. So I have no kitchen and no hob because that got flooded and was blowing fuses. Just living on microwave meals.

No flooring because it was laminate and had to be ripped up.

Asprea assigned a company called Abec, who told me to get details of items to be replaced, which was sent last week. Since then nothing, no responce to emails etc. All I want is a schedule of works.

But the good news is the plasterers have done the ceiling so I guess thats not bad in seven weeks considering what others have been through. I live in a one bedroom house so have to sit in the middle of the chaos. With any luck I might have it all finished for March !!! :mad:

ASPREA are the pits.

thekingofcool · 6 December 2009 at 3:36PM

I used to work for Asprea and left because i felt they wouldnt help and provide the service they are paid to do. Its a shame because there are some really dedicated members over there in cheadle who are really trying hard then there are some who dont give a sh*t and those ones and management ruin things for everyone.

thekingofcool · 6 December 2009 at 3:40PM

OH drop me and email and ill direct you to whom is better for what peril. Some people over there are really really Good- i dont wanna give my name out on here but if they know i have refered you , they will endevour to resolve your claim quicker- email me with your claims handlers name . which compan has been appointed and what the damage is.. someone has mentioned abec??? they usually do well - ones to avoid MONO or ANSA as they are now known

leeb2 · 9 December 2009 at 3:00PM

Well I can't handle this any longer without having to vent my anger somewhere so this forum seems to be a better place than any!

I'm now over 3 months into an insurance claim with Aviva and what was a relatively simple water damage claim is now the biggest customer service headache I have ever experienced.

Despite logging my claim in early September I am still waiting for a date for a survey to be done by a drainage company called Druants. I too have also had the Asprea experience and despite formally logging a complaint with Aviva, I still do not receive calls or updates when I am promised.

Aviva are an absolute disgrace for suing such poor quality contractors, shame on them....

pelican1 · 10 December 2009 at 3:16AM

Quick update, I finally managed to get some action, Abec have been really good.

My biggest problem now is getting a settlement for my hob, it got flooded and blew fuse three times and thats 30 amp !! The lsat time I tried it managed about ten minutes and bang.

I had it disconnected for saftey reasons. Asprea sent electrician he connected it turned it on for 3 mins said it was OK. Except one ring was not heating up but he said it could have been like that before?????????

I actually poured water out of it when it was disconnected. Its a halogen unit.

What can I do, I don't feel its safe to use. So much so that I asked for it not to be fitted into the new work top.

I thought I was alone in my complaint against Asprea

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