Legal and General reneged on claim

[vinegarvera]

Hi there,

 

I wonder if anyone can tell me where I stand here?

 

Last week I had a major leek from my roof/ loft, which came through my back bedroom and ruined the ceiling.

 

I called my insurer who sent a surveyor out who looked out of the window and took photos (I was out at work so my son let him in)

 

I received an email with a letter from the surveyor advising that my insurance company would offer a cash settlement or I could use the services of the Insurers approved contractors.

 

I accepted the contractors and made arrangements for them to come out (Tomorrow - Friday). My husband who is self employed, took the day off, to ensure there was someone available.

 

Late last night I had a call from the surveyor saying that there had been a mistake and that the ensurers would not pay out as it was general wear and tear and there had not been 27 mm of rain on the day in question.

 

I am absolutely fuming, my husband has now missed a day of work, and I am left with a hole in my back bedroom and a leaky loft.

 

Can anyone help as to where do i stand following them initially telling me I was covered (And having it in black and white).

 

And where I stand regarding my husband having lost a job for having to take time off.

[milehighron]

Insurer’s will not generally deal with a maintenance claim of your property, if this ingress of water has happened over period of time i.e. not sudden and unforeseen.

You can always take this up with their complaints department if you need any further clarification.

I hope this is of some help to you.

[AndyOrch]

Pity it wasn't this week vinegarvera ...with the gales...then it would be storm damage.

 

Andy

[vinegarvera]

Well yeah...

[unclebulgaria67]

Make a complaint that the claims department has rejected their surveyors decision, based on statistics of the nearest weather station. This is an unfair decision and falls short of their responsiblity to treat customers fairly. It also falls short in regards to their responsibilities under ICOBS in issuing clear communications and ensuring that when claims are agreed they are dealt with promptly. Their surveyor agreed the claim and you have this in writing.

 

The nearest weather station cannot accurately show the actual weather that happened many miles away. The claims staff sat in an office who have never seen the damage to the house, cannot decide something different to a surveyor that actually visited the house for an inspection.

 

The claims department will have customer relations or complaint handlers who can look at what has happened. If not raise it with the head of claims.

[unclebulgaria67]

There is the issue of maintenance and whether the damage was caused by an insured peril, but the surveyor is best placed to have considered this, not a claims handler sat in an office.

[vinegarvera]

Thank you Uncle bulgaria.

[citizenB]

Last week I had a major leek from my roof/ loft, which came through my back bedroom and ruined the ceiling.

 

 

This is a leek.... [ATTACH=CONFIG]60285[/ATTACH]

[vinegarvera]

This is a leek.... [ATTACH=CONFIG]60285[/ATTACH]

 

Ha ha stressed!

[citizenB]

[Mwynci]

What level of cover do you have? regardless of storm or not, if you have accidental cover, the internal should be covered?

[vinegarvera]

I do have accidental (I think) but there was not enough rain >27mm