Geo Personal Lines insurance policy - now problems on first claim not in small print

[Impossible2021]

Hi I have a house thats on the market for new tenants and have Landlords insurance with Geo Personal Lines underwritten by Ageas Insurance Ltd.

 

Today I got a call from the managing agent.  He was in the house on a viewing yesterday - all fine.

He returned to the house today to find part of the kitchen ceiling has collapsed (25%) and water is escaping from somewhere causing damage.

An emergency plumber was unable to find the leak so all water was turned off.

The plumber is saying sounds like a main pipe behind the corner kitchen cupboard is hissing out water AND maybe somewhere in the roof/ceiling/loft as the joists are wet upstairs.

The cupboard is solid wood and cant be removed without breaking it and matching cupboard cant be found as it is old style.

 

I have phoned Geo to make a claim as this sounds like its going to be expensive, small stuff I usually pay for myself.  I have owned the house for almost 15 years and first time this has happened.

The lady on the phone said if it is TWO leaks I have to pay two lots of Excess so my cost will go from £250 to £500 on one claim - its no where in the small print that this will be charged as two claims.

Can anyone please advise if this is possible as never made a claim before and I am 60.

Also I read the small print now and it says We will not pay for any undamaged items within the matching set which comes under the "Are there any restrictions on cover" title. 

Does that mean if the corner cabinet is replaced to get to the pipes none of the others will be as it will look so awful to have mismatched kitchen cabinets.  

 

Apparently they will only accept the claim as my policy includes "Track and Access" features which I didnt even know I had.
She said they would send out their contractors to find the leaks but they didnt phone the agent yet - how long should I expect this will take as repairs will be needed as well after this,
Would love any advice please as have no idea what to do or expect and in the process of signing up new tenants for 1 March.

Thanks very much

[unclebulgaria67]

Trace and access work should identify the issue.  It could be two separate water leak events and therefore two excesses, but to have two separate events happening at the same time, seems unlikely.

 

The FOS position on matching sets e.g. Kitchen units, is that if the Insurers state in the policy wording that they will only pay for damaged items and nothing towards undamaged items, then that is the way the claim will be dealt with.  You may be given a cash settlement towards the cost necessary repairs/replacement and then it is up to you.  There are specialists out there who an build replacement units and match them in with existing units. 

 

Check your policy wording about the service levels they offer and keep chasing them, if it looks like they are struggling to comply.  The issue at the moment with Covid-19 lockdown, is that there can be issues with getting contractors out to complete works.

[Impossible2021]

2 days now and the insurers have done nothing - just making it much more stressful.