House insurance.

[pete]

We had some damage to the roof during the storms in December. My roofer reckons the chimney ladder was blown loose and then subsequently wobbled a bit and dislodged a brick in the chimney breast, causing a leak into the house.

First call to insurers.
"You are't covered, you noticed the leak on 23rd December and there were no storms immediately before that date."
"But I told you - it's the spare room - we don't go in there a lot."
"OK I'll send out a suryor to inspect it."

Surveyor.
"It's wear and tear."
"How do you know - you haven't been up on the roof to look at it?"
"I can see cracks in the roughcasting from the street."
"Well the big crack is where the ladder used to be fixed on."
"No that's just wear and tear. Anyway it wasn't windy."

I expect to have to fix my roof all the time, but I also expect my insurance company to pay up and this is borderline fraud (on their part) as far as I can see. I waited in today so they could inspect my roof and they took a picture on a digital camera from the street and then said it wasn't storm damage. You can't even see where the water is coming in from the street (because of the shape of the roof). It is one thing to turn up and say we'll need to come back with a ladder but yet another to take a photo from a position where the damage cannot be seen and then reject the claim!

So I phoned the Insurers again and complained. They said write in with the roofer's report and compare them.

But now, to me, that misses the point. They are claiming they have inspected my roof but they haven't. It's a lie.

Suggestions (although some of this was a therapeutic rant).

[Corranga]

Cancel the policy and go else where / get trading standards involved?

Not much help, but a similar story...

Following high winds, my mum put in a claim as water started dripping from her bedroom light.
I checked in the attic and it was a bit wet / clear where water was coming in.

Her claim was refused because their weather data did not show high winds for that period.

Turned out their weather centre was in St Andrews, my mum in Dundee "it's only 8 miles away" according to them, so no wind in St Andrews = no wind in Dundee.

My mum sent them the local paper for the day she said it happened, with this story in it:
http://www.thecourier.co.uk/News/Dundee ... winds.html
but since of course, their weather data was correct...

She cancelled, and moved onto another insurer (not that they are likely to be much better..)

Chris

[pete]

They are trying the weather thing too - your story is not very encouraging ;(

(The bloody schools were closed it was that windy!)

[meatball]

Pete,
My mum is in the same boat as you...I watch this thread with interest.

[cstrachan]

Name and shame the company. I had a couple of ridge tiles blown off, Churchill offered to come out and repair within 48 hours. As a local homer turned out to be less than my excess I just got the work done outwith the insurance but don't think it would have been a problem via the insurance.

You can also report it via http://www.financial-ombudsman.org.uk/

[vet111s]

Seems they're trying every trick in the book to avoid paying. Was talking to a roofer who was doing a homer for someone. Estimate of the damage was done from the street with binoculars as the assessor said it was against h&s for him to go up without scaffolding (at the home owners expense). Offered to pay for 6 tiles and £300 all in for work. It was pointed out to insurance company that this wouldn't cover the cost of scaffolding for the roofers to be told that they no longer pay for scaffolding cause roofers don't need it! So-safe for roofers to use a ladder to work but not for their employee to inspect with one.
I realise a bit of a thread drift but similar situation of avoiding correct payout at all costs.

[Dark]

We lost a big section of zinc ridging and about 100 slates in the 03 Jan storm.

Insured with Tesco Finest who arrange for emergency repairs within 48hrs and asked me to send in 2 quotes for the repair. I got two quotes, £3.3k and £4.5k, which were submitted a week later. Tesco authorised the repair and paid the £3.3k into my bank account the next day. The roofer has just about finished the repairs but hasn't been paid yet!

Overall the policy was a bit more expensive than some, I got it mainly because it included bicycle cover at no extra cost.

I still can't believe it was all so easy!

Mark

[tut]

A bit late, but it does pay to insure with a reputable company that you can read reviews on, or get a personal reference for.

I get unlimited cover on both buildings and contents with Halifax, but even more useful has been the emergency repair cover. If you have a non major problem, they will send a team around immediately to sort it out, no cost, no claim, no loss of no claims. Had to use it twice last year and it worked great.

Had your problem some years ago with another company, roof on the bicycle shed ripped off in a storm, it was a flat one and they would not pay out. However shortly after I had my Sony Vaio stolen whilst having a coffee, try and get around that one you twats, which cost them £1.8K.

Ways and means act, don't let them get away with it if it is a genuine claim, make them pay. Get Robin going on Insurance, always a good read.

tut

ps:- one excellent condition Sony Vaio for sale, no longer required.

[kerryxeg]

I'd take some pictures yourself showing the damage and send them to their customer service dept explaining the issue. You have to keep pushing and quickly.

FWIW, I agree the Tesco finest policy is great cover - especially in year 1 when you've got a nice intro discount.

[Dark]

I agree the Tesco finest policy is great cover - especially in year 1 when you've got a nice intro discount.

The premium did go up in the 2nd year but I haggled to get a reduction and tesco vouchers which overall kept the price competitive.

[gorrie]

We are with Aviva... I've only had 1 claim (due to snow damage when thawing last year). It was 'reasonably' straight forward.

It was caused by the weight of 3ft+ of snow pushing snow/ice under tiles which caused bucket loads of water when it thawed. It was decided that the leak wasn't due to damage caused by snow but that the roof design wasn't up to the task of that kinda snow... so no repairs to the roof were agreed. They did however agree to pay for internal damage caused by the leak, so we agreed a sum (took their second offer) and I DIY'd it.
They also covered costs for a roofer to come out & manually chip the snow/ice away to stop any further water ingress.

Despite getting a decent result, I'd agree about the assessors. At first she reckoned (from the street) that the ingress was due to our lead flashings above the porch roof.. but I insisted she check the main roof/attic (as I'd already found the leak). I got up in the attic & lit the area with a torch, but she didn't fully come up & just poked her head up through the hatch. They do seem reluctant to check properly.

[Doc883]

I lost 8 hip (ridge tiles) as a result of the December storm then a further 16 in January. I am insureed with Sheila's Wheels and also have the optional emergency cover Tut described. The December instance was put through under Emergency cover but instead of just making the area watertight they decided to erect scaffolding and carry out a complete fix. Cost was £814 of which just £500 was for scaffolding alone. The emergency cover claim limit is £500 so I am left with a bill for £314 . The January incident had a temp fix under emergency cover without the need for scaffolding at no cost to me and I was told to get 2 quotes for the repair. Sheila's wheels then authorised the cheaper quote and I had to pay my £100 excess. I now have an issue which I am about to complain about in as much as why were essentially the incidents handled differently resulting me being out of pocket by £214. If the 1st repair had been a temp it would have been free then I should have been told to get 2 quotes etc so should have cost me my £100 excess max. Also the 2nd roofing company were somewhat shocked when I said that scaffolding had been put up in December (2 storey detached house with single storey rear extension with flat roof) so clearly they are ripping the insurance companies off. Be interesting to hear Sheila's wheels response to why they handles the 2 claims differently.

[j2 lot]

Insurance companies - don't you just love em

[BiggestNizzy]

bump.

Finally after 4 months on one claim and 12 months on another our insurance company have knocked back half our claim as wear and tear. so we have to find £15k to fix the roof and chimneys

[pete]

Mine went to appeal, then they sent a roofer round and the claim was upheld.