Hello Community,
I hope this message finds you well. I am reaching out to seek advice and assistance regarding a recent issue I've encountered with Utility Warehouse and a homecover insurance claim.
Background: I reported a leak issue in my home to Utility Warehouse, and they requested an upfront policy excess payment of £60 before sending an engineer. After paying, the engineer visited my property and provided a detailed report. According to the engineer, the leak is from the shower waste pipework or the shower trap, falling under the category of internal waste water pipes.
Policy Coverage: The policy coverage explicitly includes "Repairing leaks to internal waste water pipes" under Section D – Drains, indicating that my claim should be eligible. Moreover, while Section C - Plumbing notes an exclusion for "Leaks from household appliances, sinks, baths, or showers where the leak only occurs when the item is in use," my argument is that the internal waste water pipes will only leak when the connected appliance (shower) is in use.
Claim Denial: Despite the engineer's findings and the policy coverage, Utility Warehouse closed the case today with the message, "Job Complete - Your engineer has indicated they have finished the repair and no further work was required." When I contacted them, they denied my claim, citing the exclusion in Section C as the basis for denial.
Seeking Guidance: I am reaching out to the community for advice on how to proceed. I am puzzled by the conflicting information provided by the engineer's report and the denial from Utility Warehouse. I want to ensure that I follow the correct procedures and understand if there are any additional steps I can take to escalate the matter.
Forum Experts: If there are any insurance or legal experts in the community, your insights would be highly appreciated. What would be the best course of action in this situation, considering the exclusion in Section C? Should I follow up with Utility Warehouse, and if so, what specific steps can I take? Additionally, is there a formal complaints process that I should adhere to before considering escalation to the Financial Ombudsman?
Thank you in advance for any guidance or assistance you can provide. I value your expertise and insights.
Link to Utility warehouse policy wording :
s3-eu-west-1.amazonaws.com/uw-prod-insurance-assets/documents/boiler/policy_wording.v2.pdf