The family home was damaged by Storm Dennis. The big problem was a flat-roof at the rear of the property suffering uplift of the felt, and letting rain into the property. The roof is only 3 years old and never leaked before. Insurance assessor visited the property shortly after the claim was put in, and he agreed that our emergency roofer could do the job subject to sending in a photo showing where the roof was leaking. We had an emergency roofer call around within days of the storm to lay sheets over damaged areas and run some sealant around exposed areas.
So, I got the emergency roofer back and he took a long-shot photo after he inspected the roof. This is a tall Victorian building requiring scaffold for repair. Emergency roofer said he didn't want the job as he doesn't work with the chemicals anymore (skin condition). As I was organising other roofers to attend, lockdown hit. I have an elderly mother at home who is affected (in cancer remission) and I have severe genetic conditions so we have decided to comply with Government guidelines and not allow visitors. I found two local roofers who would give estimates based on photographs and sent them into the assessor. He then said he needed to come back and verify that the roof was really damaged as he wasn't satisfied with three qualified roofers all saying the same thing. I told him we were isolating and it is too high to reach on a ladder, hence need for scaffolding. He told me he wanted a video-call on the roof showing the damage if I would allow a roofer access (I said not through the house). He had the opportunity during his previous site visit to go on the roof (there is a door/ hatch through the house), but decided not to bother and rely on the roofers account. So I told him video-conference was not possible...we live in a very rural location with no reception to the rear of the property. I told him there were two vulnerable persons at home. He then told me to go on the flat roof myself and take close-up photographs of the actual leaking areas. I knew I shouldn't take the risk due to my medical conditions (broken toes, dizziness, severe peripheral neuropathy, hypermobility...I fall over a lot and require lots of surgery!), but I was keen to resolve it so stepped out last night, and fell over...blood, bruises, broken skin. There is a little 2 step structure outside the door onto the roof from the house, and this is what I fell off as I lost balance.
I would not be here now had I done that at the verge where much of the damage is. I feel angry with this insurance assessor for moving the goal posts and putting a customer at risk. First he just wanted a photo, and now he wants a forensic analysis and to put a claimant at risk...he knows it is a high roof, and the boards could be non-weight bearing with the rain damage. We cannot have this fixed without scaffolding and that probably won't be possible until after lockdown.
I think I should complain to the FSA about him as he is very difficult to work with and seems to be trying everything to deny a claim. Surely insurance companies have to make adjustments to their process during a pandemic, and in vulnerable households? It just seems absurd to me.