Insurance Claim - slow?

[whatever1980]

Hi

Elderly parents house was damaged in storm early December. They're insured through Saga.

Saga has approved the claim.

Roof was repaired under claim but lots of internal damage caused by leaking water and electrics affected. Saga said they'd cover all this too.

Parents very old, frail not good health but wouldn't move out.

Saga just don't seem to be doing anything. They didn't send any contractors out to assess works etc so I got a contractor to give quote. Took a month for quote to be approved by saga not sure what issue was as accepted as reasonable.

Now waiting for drying certificate to be issued by drying company (so works can start) and apparently saga are chasing them to come out and have been for last month but nothing happening.

I really don't know if saga are just waiting to see if my parents die (and therefore they don't need to fulfil the rest of the claim) I know this sounds aibu but I just don't know.

I just don't know. Not getting any answers from them on hold up and parents getting frailer.

Any advice please?

Contact the insurance ombudsman. My house flooded badly and insurers messed about for 14 weeks. I spoke to ombudsman and got an interim payment the same day and settled in full 2 weeks later

Have saga appointed a loss adjuster or are they dealing directly?
Raise a complaint and emphasise their vulnerability and the fact that repairs need to be carried out promptly. You may need to keep chasing and chasing for things to be done.

Thanks @GizmoGremlin and @Eileen101 it's a loss adjuster who takes my calls almost everyday and emails (I have authority to speak for parents) but just nothing happens. All he says is he'll chase the drying company and then nothing happens. I feel like he's fobbing me off. I don't understand the hold up.

Took ages for quote to be assessed. He said it was a desktop exercise so not sure hold up.

Claim for this part is £19k so major works but parents never claimed before and all essential works like ceilings and wiring.

I'll think I'll need to take this to the ombudsman and tell the loss adjuster as my dad is rapidly going downhill and took a fall in house recently (part of house damaged)

Thanks again

Yes speak to ombudsman, email them and they will call you back. They really are fantastic

Thanks @GizmoGremlin

Can anyone recommend an insurance litigation law firm please for small buildings claims (£20k)

The insurer (saga) has paid out part of the claim already for roof repairs.

They now tell me they're carrying out the checks they should've carried out 2 months ago when claim issued ie verifying details on policy.

They've said couple of discrepancies re age of house and bedrooms.

My dad is old (82) frail and a neurological disorder from multiple mini strokes. He completed the form. He's really gone downhill this last year.

Policy is with saga.

My dad appears to have used an official property enquiry form from the council to say when house built (probably obtained when bought house) and he has said between 1945 and 64 as per official document. Insurer now saying house looks like from 70s from google earth photo of house.

Also dad said 4 bedrooms when it is 4 and a small study (always been a study not sure could fit a bed in it).

I should've helped him fill form in. He's just renewed with saga year on year and of course premium has increased year on year.

He would've answered questions honestly and he's taken time to verify age of house. I don't know if saga is right re age of house they've just looked at a photo of house and guessed 70s.

Re number of bedrooms. I'm concerned now they're just going to invalidate claim on this point.

Parents have had no ceilings and dodgy electrics last 2 months due to storm damage. Unsafe for them to be there but won't move out.

It will kill my dad if claim turned down and they don't have the money for new ceilings.

I'd like to run this past a solicitor who deals in insurance litigation before speaking with insurer about their letter.

Thanks