Home insurance claim, not resolved 12 months after claim raised

[Levels100]

Hello there,

.

I purchased my house a few years ago at that time I made sure I had home insurance from the get-go.  Before the purchase of the house, I also had a home buyers survey done.  The survey brought up a couple of level 2 and 3 advisories.  The level 3 advisories were for gas and electric maintenance and level 2 were for minor things which required observing. one being that there was a piece of wallpaper coming away from the wall. This was registered as minor with some observing during regular home maintenance.

Roll on 3 years and I've had to put a claim in for a proposed leak, I mention proposed I was not sure as you could not hear anything nor see physical water, however, there were signs of water marks behind the kitchen door, on another partitioning wall, walls had bubbling of plaster, didn't realise at the time but the ceramic floors had cracks but I assumed it was because my kids had dropped and plates and glasses etc. I put the claim in and didn't even think as to whether this was preexisting or not, because all I know is that something isn't right

The insurance accepted the claim to then appoint a contractor to come in to assess the damage and get to plan the scheduled strip-out and reinstatement.  Lots of back and forth at this time because my plumber could not locate the leak. It took 5 months before the insurance appointed a loss adjustor, at this time I was also annoyed with the lapse of time and the multitude of people I had to speak to on a daily basis, so I also hired my own loss assessor to take reigh on the matter. My assessors have been brilliant in moving the claim along, however, 12 months later, we are now on the third loss adjustor who has basically taken things right to the beginning again.  My house had had multiple contractors coming and going, and multiple excavations to my flooring which has since caused other issues as a knock-on effect.

I have raised a formal complaint seeking financial compensation and a resolution from the insurance company.

Now questioning the homebuyers survey, and now LV have instructed the adjustor to have a recorded interview with me next week.  My assessor said he will be with me and this procedure is standard practice.

There's nothing that I have said that I'm happy to repeat, however, we are talking 12 months ago.  Honestly! the last 12 months have been about completing my degree and enrolling on teacher training, ensuring my son attends interventions pre his GCSEs and also taking his GCSEs this year

I was looking for some help or advice, if anyone has ever encountered such an elongated process

 

[unclebulgaria67]

I have a previous Insurance background and yes hidden water leaks or damage that is gradually occurring is an issue that people/Insurers confront on a regular basis.  Many Home Insurances have 'trace and access' cover, but they cannot keep taking apart a house while they try to find where a leak is.

And it might not even be a water pipe, it might be drainage under the house.  A number of times, I have recommended that the drainage system is subject to camera investigation surveys and these have found that there was damage to drains, that if left to continue causing the damage, could lead to subsidence.  And the drains have then been subject to relevant works, stopping any further damage from occurring.  The camera investigation is where they put a camera through the drainage system on a wire and they record the footage.   The Insurers may not pay for this and usually it is up to the home owner.

The home buyers survey issues you mention are pretty standard.  If the surveyor thought there were any significant issues affecting either Insurance or the value of a house, they would note these.  I don't think I would even mention the home buyers report, as 3 years on, I doubt what was noted has anything to do with what has been happening to your property.

LV have had a reputation in the past of trying to refuse claims at the time of first reporting and then to frustrate the process.