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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

At wits end with home insurers

24 replies

Morethanfedupwithitall · 20/09/2018 22:26

Very briefly I made a claim on my insurance. Assessor came out a day or so later and recommended various work. So far so good.

Half the work was done. And then problems started. Since then there's been delay on delay. I complained and they gave me a few hundred pounds which was nice but actually I just wanted some progress!

Weeks passed (actually 4 months has passed in total), despite chasing nothing happened. I lost my patience last week and sent a firm email to my claims handler setting out the delay and how unhappy I was. I was told this was logged as a complaint...heard no more.

This week I was told by the building co they instructed they can't start til mid Oct or complete the work (2-3 weeks worth all told) by Xmas. I said this wasn't acceptable and asked the handler to mediate/ resolve.

The reply I got from the claims handler was that the builders weren't doing the work now and as I was claiming it was urgent Hmm I would have to find my own builder. But that I couldn't start any work until they had approved a quote and schedule of works (which is a joke as I've been asking them for a schedule for months and they said they couldn't provide one!) The email was a total fuck you.

I have tried to complain, but despite speaking to 3 different people over the last 2 days I've made no progress. There are no managers available ever, no one takes any responsibility or even acknowledges there is a problem. Yet I've been waiting many months now for this to be sorted!

I feel absolutely powerless. I can't get anyone now to even understand it's a complaint!

Wwyd if you were me?

OP posts:
Original poster
Morethanfedupwithitall · 20/09/2018 22:29

Sorry I've realised that was nowhere near brief, apologies!

OP posts:
GreenTulips · 20/09/2018 22:32

Do you have a copy of the policy?

Have a look for the Obusman it should In in there - ring them and ask them to intervene

StoneofDestiny · 20/09/2018 22:44

Please tell us who the insurers are so we can avoid them!

Original poster
Morethanfedupwithitall · 20/09/2018 23:03

It's a very well known insurer

My understanding is that the ombudsman can review a decision but that process takes months, I don't think they can get involved just to tell my insurers to pull their finger out and get this sorted. It should have been resolved in June/ July! I have given them lots of opportunity.

OP posts:
mummyhaschangedhername · 20/09/2018 23:17

Have they responded to the compliant? If so tell them you are taking them to the ombudsman.

You do have power to say no, just tell them what you expect and negotiate form there. You totally have my sympathies though. Had two claims in two years, huge claims. One was a absolute nightmare and the other was easy and straight forward. Both I did need to keep chasing. I actually emailed very single day in the end with the first.

Original poster
Morethanfedupwithitall · 20/09/2018 23:23

I complained months ago and they dealt with that.

But now they won't even register or log a complaint they just keep ignoring me. I've told them what I expect and they say they can't do anything and now after waiting months and months that I need to find my own contractor.

I have called and emailed every day this week and nothing has happened.

OP posts:
Original poster
Morethanfedupwithitall · 21/09/2018 01:21

I'm so cross about this I can't bloody sleep. I honestly will not cope if this drags on until Christmas or beyond. I have been in tears and having palpitations with the stress of it all.

OP posts:
Joe66 · 21/09/2018 01:32

Call the financial Ombudsman Service helpline for advice about next steps. If you have made a complaint and the company are not following their own complaints procedure my understanding is the Ombudsman will step in at that point.

Original poster
Morethanfedupwithitall · 21/09/2018 07:30

Oh right I wasn't aware they could intervene like that. I will give them a call and see if they can help, as nothing I seem to do has any effect.

OP posts:
AmIRightOrAMeringue · 21/09/2018 08:06

Have a look at your policy wording. There will be a lot in there saying everything has to be done in a reasonable time eg you have to report claims within a reasonable time. It probably doesn't explicitly say that insurers have to settle claims in a reasonable time but it is an unfair contract if they don't. Regulators have a big thing about tcf - treating customers fairly and they are not doing this

They will have builders that they know are trustworthy and that they use regularly and get good rates from. However it's clearly not acceptable if they are instructing builders who are too busy. They should have instructed another builder or let you get quotes from the beginning (if you're choosing yourself it's normal to get quotes signed off by them first)

It's hard as your complaint is valid but right now there is probably not loads they can do. If the builder is busy they can't demand they stop other jobs before yours. They have said you can choose another.

But they should absolutely register this as a complaint and be offering you something (compensation, building recommendations, apologies...!)

I would find out the ceo or head of claims (you will be able to Google this) and email direct. Mention reasonable timescales, unfair contract if they don't settle claims in reasonable timescales and treating customers fairly. I bet something will suddenly get done!

The only time I think it wouldn't is if you are in an area say that's flooded and they are dealing with a load of flood claims at once - as much as they can try, sometimes there aren't enough builders at any one time to get through all the claims fast enough

Original poster
Morethanfedupwithitall · 21/09/2018 08:28

I live in London, builders are not hard to come By! According to them there are only 2 that cover my area, the first ones were taken off the job so now I'm stuck with the current shower of shit.

What is really annoying me is how condescending and deliberately disingenuous they are being in every dealing I have with them...the inference that this isn't urgent but I'm just claiming it is for example. I don't know anyone who would wait this many months as patiently as I have. Or that I want to instruct another contractor - I don't. I work ft (am already at work and won't leave til 8 tonight I am so busy) this shit is one more thing I don't need.

All I have ever wanted is that they do the job they are paid to. But they don't even seem capable of that.

OP posts:
HalloumiGus · 21/09/2018 09:03

Please do name them. I would really like to avoid them.

This is one of those times I would be emailing those consumer rights people at national newspapers. Crap banks and companies tend to jump once an investigative journalist starts laying all the dirty laundry out.

Mumof1DS · 21/09/2018 09:09

As you have made a formal complaint already - have you had a final response with your escalation rights or did you just make it on the phone? You may able to go straight to the FOS. More info needed on your complaint. Was it in writing? Have they formally responded? The insurer will pull their finger out a bit if the FOS is involved as they will have to pay s case handling fee for your complaint.

Ffiffime · 21/09/2018 09:40

Name them op. Naming and shaming on social media platforms can make a massive difference.
I’d ring them and refuse to get off the phone until you’ve escalated your complaint.
Then if you’re not satisfied contact the ombudsman.

LoopyLou1981 · 21/09/2018 17:18

Hi,
Have a look on this website
www.fca.org.uk/consumers

There be lots of good information however, you might find that just mentioning that you a looking into making a complaint through the FCA suddenly makes everyone jump.

Trust me. No one in insurance wants the FCA on their arse about a claim.

I hope you get it sorted x

Original poster
Morethanfedupwithitall · 21/09/2018 18:20

I've said this week I will report to the Ombudsman...I have also put in writing that I intend to make a CEO complaint.

And it has made no difference whatsoever.

OP posts:
Littletabbyocelot · 21/09/2018 18:29

Google the chief executive's email address and email them explaining you have been refused the right to make a complaint. Submit a subject access request (this is free) specifically stating you want transcripts / recordings of all calls (give them dates & times if you can).

Hassled · 21/09/2018 18:34

We had a bloody nightmare with our home insurers a couple of years ago - damage to the house sufficiently bad that we had to be relocated for a 4-week fix, which took something like 15 weeks in the end. The level of communication was shocking, especially given how much it was costing them to re-home us - dealing with the insurers turned into a fairly solid part time job (on top of my actual job).

So I have no advice (other than to keep on and on and on at them) but a ton of sympathy. It's the feeling of powerlessness over what happens to your own house that's the worst.

Mumof1DS · 23/09/2018 09:10

@morethanfedupwithitall personally, I'd just get the FOS going on it - it'll make things happen faster. CEO complaints aren't handled by the CEI or their minions , more like a claims handling company who are acting on their authority.

Littletabbyocelot · 23/09/2018 11:01

Ive used the chief executive email route a few times with different companies. It's always got me a response and resolution within a couple of days.

StoneofDestiny · 23/09/2018 14:55

Name them op. Naming and shaming on social media platforms can make a massive difference

Totally agree

pretendingtowork1 · 23/09/2018 14:57

Name them here and on twitter

Original poster
Morethanfedupwithitall · 26/09/2018 09:54

I've contacted the Ombudsman. Unfortunately there's nothing they can do until I make another written complaint and give insurers 8 weeks to respond.

My complaint has been passed back to the supervisor of the original person who keeps giving me incomplete information and then getting shitty with me when I ask questions.

I am at my limit with it. I spent about an hour in tears over it yesterday, it's upsetting my family too.

OP posts:
SistersOfPercy · 26/09/2018 10:19

I suspect OP's username might give you all a clue to her insurers 😂

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