How do you survive lengthy home insurance claim/repairs? desperate...

[TodgyCat]

Hi
I'm at the end of my tether - I know someone else will have been through this. Please can anyone offer help on a) how you cope and b) how do you make the insurer pull their finger out?

I don't know what to do any more. My house had a burst pipe in March last year. 85 cubic m of water escaped. Through incompetence (imo) by insurer, loss adjuster, surveyor, builder etc so far almost no repairs have been done, just sporadic stripout. Last week the stripout caused another flood so we are back to drying. We two are living in 3 rooms+ bathroom+ workshop turned into temp kitchen. 12 other rooms have plaster off walls and some have no ceilings. After 8 months they built a wooden partition between where we live and the damaged part of the house, which helps a lot to reduce cold and dust but there is already dust everywhere despite regular hoovering. I've given up work (I have a physical disability that is made worse by stress). I've escalated my complaint almost to top of insurance co (next step is financial ombudsman). All I am asking is that they appoint a project manager (so they get stuff done and stop losing paperwork) and consult a specialist in solid-walled, lime-plastered houses (because they want to use cement and gypsum to replaster). They have refused this twice so far.

I'm at collapse point. DH is already retired with ill health and he's also v stressed so I am trying not to bother him. The loss adjuster is visiting on Thursday and I don't know how I can keep patient with her. She is so smug ("you have a big house, you're fine" and "they used an extractor when they jackhammered the tiles off the hall floor so it can't be dusty" - and she has caused most of the delays. I'm really anxious about the meeting her as I don't know if I can cope.

I think I need a friend with me for the meeting on Thurs but not sure who. DH isn't tough enough to deal with them. I just want to cry. I know it sounds like depression but believe it is just righteous anger and frustration! if they would just get me my house back I'd be fine.

Any tips from other survivors? They promised it would be finished in August (but they didn't start repairs til October - for 2 days) then again they promised December. Now we have no date at all....Realistically there is 3 months of work even if they start immediately- I want them to set a date and meet it systematically. What more can I do (last complaint went to CEO and is the first of 6 complaints to receive a reply).

Not experienced this Todgy but hopefully someone helpful will come along soon.

Just wanted to say I think you have had the patience of a saint! I like to think I am reasonable but I would have completely lost it by now in your position.

Yes you do have a big house but trying to live in 3/4 rooms when you have another 12 must be horrendous. We have a reasonably sized house and the thought of trying to manage with less than 1/3 of it for almost 12 months would fill me with dread.

Unfortunately, I have heard the Financial Ombudsman is worst than useless - check out reviews on the internet - but I certainly think a word with your solicitor, CAB or similar is definitely called for by now. 😡

Really hope you can find an assertive friend/family member to assist on Thursday as I definitely think you need an objective third party to help with negotiating.

Will be thinking of you. . Please keep us posted and DON'T allow Miss Smugness to make you feel you are being difficult. YOU ARE NOT!!

Are you on twitter or facebook? These days a very public complaint on social media gets some attention. You mention the CEO has responded, could you call his or her office to speak to someone directly under him or her?

Are you listed? Can the conservation officer at your council help?

thanks... for support & suggestions.

I've posted the saga from time to time on FB but only to friends. Going public with it could be a good idea. Twitter I just use for professional stuff -spose I could create a new ID. As Raffles says, ombudsman seems unlikely to do much. The CEO's office have referred it to customer services who say they will consider my complaint once we agree a way forward - which sounds good in principle -- except that the way forward has to be agreed with the loss adjuster, builder and surveyor who got us to this point. I would have preferred a new contact point who could help me manage them! I don't feel patient, I have screamed at them on the phone (the 20th time they said they could not talk to me about my complaint until someone was assigned to it - after 7 weeks nobody is yet assigned).

It helps to know there are friendly people out there. My friends have been great but they have every right to be bored with me and I try not to whinge all the time...

That is terrible, poor you, no wonder you're at the end of your tether. We had a burst pipe that screwed the kitchen diner and we got moved out into another house for three months while the work was done. Not saying that to make you feel worse, but to fuel your argument that they've let you down terribly. We weren't with anyone fancy or paying over the odds - just bog standard house insurance from Direct Line, and they made it all as smooth as poss, getting a company to source a short-term rental etc. It's outrageous that you've been put through the mill so much when they're meant to take the pain away not add to it. Good luck fighting your corner and don't be fobbed off!

Do you have legal advice with any work/union/house insurance? I would start litigation.

no legal advice... but thanks Mrs Patmore for the suggestion of a tough stance - makes me feel like a wimp. Maybe I should go to CAB... btw

one of the reasons I have endured so far is I do know I am lucky to have a big house (well, actually, I worked like stink to earn it) but my "miserable" reduced existence is a good flat by many standards (and compared with how I have lived in the past). I can't cook properly, have people visit, Christmas had to be in a hotel... life is on hold. But I know others are worse off...

am inspired to post on fb -- thanks!

You have my sympathies! Last Christmas we had a slow leak under the kitchen sink in our old house. We only noticed it when the living room flooring started to rise
We had October-Jan with bare concrete floors all through the bottom of the house, kitchen units ripped out, and loads of dust.
Are you using the insurer's contractors? We did for the ripping out and they carelessly and unnecessarily damaged tiling and woodwork.
We kept on and on at the loss adjusters to see a breakdown of costs - not flooring £x, but screeding, flooring, installation, making good the skirting...
We found that they were telling me one thing and my DH another, no timescale was in place, and they did nothing without being chased up.
Then over a week he and I both phoned several times a day. We were very specific - like we want this piece of information by close of play, we have young kids and half a kitchen and no floors, etc. Still no joy.
We decided that we didn't want their contracted cowboys back in, so got a local flooring company and a joiner to quote for what needed done at various price points with different options for finishes, etc. Sent that all over to the loss adjusters and said we wanted cash.
They offered us a cash settlement way below the like for like option.
We then pulled the stops out one Friday and said we'd contact our (at that point imaginary) solicitor and our MP. All of a sudden on the Monday they had doubled their offer, we bit their hand off, and got on with it with people we trusted.
Sorry, that was a convoluted story, but my point is even if you're part way through something, I'd consider pressing for a cash settlement and getting your own folk in, on your own terms.

Ericaceae - sounds like you did brilliantly (and you told the story clearly) You had quite a lot of the same experiences. I think the builder himself might be alright if the red tape weren't such a mess - though the stripout caused a lot of damage, which doesn't bode well. The disorganisation is woeful - they lost asbestos documentation for 5 weeks, they failed to set up ANY meetings for 3months, they finally started repairs on 3rd Oct and stopped after 2 days because they hadn't got 2 quotes for electrical work...) I am daunted at the thought of properly costing everything (their surveyor estimated the total claim as 250,000). I'll seriously consider the threat idea. I've asked again today for a competent project manager as they are saying we have to continue with the same people who got us into this mess. This is a major UK insurer, they must have a PM somewhere. Fingers crossed I can stay calm tomorrow when we meet.

Update - i was shaking but I put my point across and didn't swear or scream (really wasn't sure I could manage it). Support from people here really helped me find the strength.

They have agreed to get a quote for repairs using traditional materials. They still won't use a PM. They are muttering about it taking another 6 months or more. The project is set up to be hard for the builder to make a profit so he says there have to be gaps while people are working on other projects (this is a national scale builder, we're told). IMO if the insurer paid a bit more to prioritise the work, it wouldn't have to take so long, and I think after almost 11 months, they should do this. But on the whole it went well.

Thanks everyone, for being there... Todgy

That's hideous.

We had a fresh water flood, and I think it took 3 days for the LA to come out, and then about another week to get dehumidifiers and fans in, then we were drying for maybe a couple of months? It was a decade ago now, so all a bit hazy. It happened in may and was finished the start of October. But we were able to live in the rooms when they weren't being worked on, so it wasn't too bad. The worst but was when we had no furniture because they took it away for restoration.

I had a similar claim: we had to move into rented accommodation for 18 months and DC and I lost most of our possessions. It was one of the most stressful things I have been through so you have my sympathy.

Mine was a major claim and with hindsight I wish I had appointed a Loss Assessor to act for me - is this something you would consider?

Insurer here....
Complain and quickly escalate to FOS - they're generally very sympathetic to the consumer. FOS also have a helpline which is worth a call - again they're usually very knowledgeable and helpful.

Depending what's been agreed/settled so far it might be worth looking into hiring a loss assessor especially given the size of the claim.

Do you work from home at all? If so quote the Enterprise Act at them for undue delay

And yes to the publicity. If it's a large insurer they'll have dedicated social media teams that jump all over publicity.

Is your policy through a broker? (This might not always be obvious). Then they should be chasing this for you. But mainly Complain, complain and get FOS on the case

Good luck!

PinkGin, that was really helpful! Spoke to FOS on Friday and insurer have come back today acknowledging they have caused delays. They have removed the loss adjuster. I'm still arguing for a project manager and a focus on time-efficient not cost-efficient building (builder does a day here and there "to keep costs down so nobody is waiting around"). So -- progress is being made, and the FOS were v nice to talk to!

UPDATING....aargh! ...still desperate...

insurer (am I allowed to name them?) are now responding to my emails but else nothing has changed. Their new plan to complete runs to Dec 2019. After which I have to fit carpets and curtains for which I've already accepted money (but cannot proceed without plaster on walls...)

Ombudsman very nice, and escalating to them got my first response from the insurer, but they can't even assign anybody until April.

I'm at breaking point. All that this claim involves is replastering and painting a load of walls and ceilings, refitting the bathroom and tiling a floor. OK there's some lime plaster (which they say adds 6 months, seems a bit much, am going to check tomorrow). 2 YEARS IN TOTAL? !

They seem to want to do ALL of each trade in one go. I understand that is cheaper but after mucking me around for a year, with gaps of up to 3 months without progress, I think the insurer should pay to get it done asap not at the builder's convenience. They could do the kitchen and hall, for instance, and our lives would instantly improve (oh to have a proper kitchen again - never thought I'd say that!).

Can I demand a proper project manager (they keep ignoring this request)? One who knows about critical paths, parallel workstreams and quality control would be good. Should I change builder (this one is 90 minutes drive away and never does more than 2 days' work at a time)? If I change, how do liabilities work?

Feels I am imploding... still in shock from being told on Friday it would take til December to finish the work... almost 2 years since the burst pipe.

I've already escalated to the CEO and the FOS. I feel I've been fobbed off.. what more can I do?
meep...

FOS are not worse than useless at all. I would definitely put in a complaint to them as soon as you have a final response from your insurer, or 8 weeks after you made your complaint, if earlier. This is free and may get a resolution for you if you are not happy with the initial response from FOS you can escalate to an actual Ombudsman.

If that doesn't work you can still go down the legal/solicitor route.

thanks MiniMum -- I don't think FOS are useless, they have been very positive and have listened (which helped) - just that waiting 4 months for them to start doesn't help with my need to speed the process up....

ATM I'm going with helping them to see better ways to do things, but it is v-e-e-e-r-y slow and relatively unproductive.