INSURE HANDS - WHEN CLAIMS GO WRONG....

It is a cold and bleak day and the wind is blowing hard against the windows. This is to be expected in Scotland, in December 2009. Christmas is around the corner and through the wisp of cinnamon scented candles we realise there is no heat coming from the radiators. Well, someone must have took the setting off continuous is the first guess. Who would do that??


On checking, the setting is sound and the boiler seems to be OK. Until it dawns on us that if the boiler is running why no heat? Get the boiler engineer, "that's going to cost, this close to Christmas" is the resounding chorus. Anyway he is available within a few days and when he attends he discovers a "possible" fault. He changes a part and being satisfied that this will, probably, sort it, he goes. As he disappears along the lane a cheer breaks the air "heat". Or well, the cost was harsh but at least we have heat.
We woke the next day to a freezing house and the boiler had "locked out". I checked the oil in the tank and sure enough it was empty. I called for an emergency delivery (that's going to cost). Our supplier of the time decides that if we want a delivery we should settle our account, in full BEFORE we can receive their service. After a fairly heated discussion I decided to pay my account in full AND cancel my account with these morons and that would teach them! What a plonker!!!! Near Christmas and no oil, no supplier and no heat. I called a local oil company, actually in the same village area as myself. I explained the indifference of the previous company and the situation at home, including the wife and I being disabled. They were out the next day, WOW. They signed me up to a budgeting account without any guarantees and my faith in mankind was restored.
Having now bled the boiler and having heard the raw of the ignition and fire, the promise of a toasty Christmas and New Year seemed certain. NO WAY, the boiler "locks out" and no heat.
We held out over Christmas and called for the boiler engineer between Christmas and New Year, yes you got it, "that's going to cost". On this visit he brings in two bags of tools and a "thingy" that he stuck in the flue and attached various wires to the boiler. It was definitely being done this time. A few hours on the diagnosis wasn't good, he would have to come back with another part. (more cost). On the 28th January 2010 another engineer turned up, he stripped the boiler down and found it needed a new nozzle, a good clean out as it was "sooted up". He got it running and the radiators burst (not literally) into life. Wayhey!.
 £121.03 later the heat stopped again, not two days after he had left.
The weather, which had no care about our predicament, blew and blew. Our little, decorative fire (in the lounge) was blasting out heat like it was going out of fashion. We snuggled up in the lounge and tried to sleep on the settees. We did this until the poor fire blew its little heart out and said good bye (there goes £204.00). 
We bought those electric oil-filled radiators to try and salvage some sense of control over our lives and we struggled on until the engineer could come back to us. This would be the 4th and 5th of March 2010 when, at the cost of £49.35 it was established that we "most likely" had a leak in a hot water pipe, "somewhere in the house". Bless the man, he helped us search the house, until he believed the leak to be in the bathroom (under the floor). We opened the floor and true enough there, for all to see, was three to four inches of water, stood evaporating (as water does) into our home. So, for at least three months, water had been evaporating through our home. Yes, we had mould and mildew growing from every location. we had fungi growing out of the wall in our bedroom (or should I say, "what had been our bedroom").


I suffer from Asthma and gradually this was being aggravated by the cold and wet atmosphere. I became ill and required anti-biotics, a ventilin machine to help me breath and finally I needed to get out. Doctors orders, get out of the house or suffer severe health issues. Hey, believe me, we were all suffering. The dangers of mycotoxins in mould and mildew are not to be taken lightly.
After the last engineers visit I called my Insurers, 5th March 2010 and made a claim for damages. I was told a "Loss Adjuster" would be assigned to my claim and would be in touch shortly. I believe it was a few weeks into March 2010 that I got a call from their man. He would visit and all would be well. Don't worry, we will deal with everything for you. You know, the whole "put your mind at rest" thing.
He came and wrote on a piece of paper, his name, reference number and telephone "the printer isn't working in the office", I'll get back to you.
He had seen the standing water, the fungi, the black mould and heard of our failing health.
On the 1st April 2010 I spoke to Laura, told her we were suffering, sleeping in the lounge and our health was in danger of being worsened by the delays. "Don't worry, the claim has gone to our Ms G******** for attention. Having heard nothing, I called the last company I understand was dealing with my claim. On the 4th May 2010, NO, they are not dealing with it anymore call C********, Kirsty said "They should have been contacted by now". I called the new number on the 6th May 2010, I was transferred to their "property department" downstairs "thank you Lauren. I told Lauren our situation, health, mould etc,etc. They would get right to it. I wrote to their "Property Department" 6th May 2010.
11th May 2010, I called again and was told " the person dealing with it will call your mobile".
Over the following months, I wrote letters, emails, texts and made phone calls. I saw Contractors, A Drying Company and a Removal Company, who would take all my possessions into store.
I was told to look for a temporary home but when I found one the Loss Adjuster took too long to act. I became resident in a caravan at the back of my house. Or well, it would be done by September 2010. It might be a good experience and we can be back in by winter.
Various hospital appointments later and severe asthma attacks, the wife going through terrible pain due to the cold and illness and being told I have skin cancer, on my face, who can tell me when we will be relieved of this massive burden?
Well, here we are 2nd November 2010, no floors, walls and ceilings. No heat in the house and no end until 14th December 2010. THEN, we might get our clothes back and all our other belongings.
My wife doesn't cry herself to sleep anymore but we have had the year from hell.
Christmas 2009 was ruined for us, maybe Christmas 2010 will be too?


Isn't it amazing what some people will take for granted, how some companies assume you are OK and that all is well. I believe I was with the best, and that I would be looked after BUT my family has had to suffer at the hands of large companies who should be ashamed of themselves.
We pay our premiums for our insurance "just in case" the unthinkable should happen. We've had all the promises, now is the time for action. If its not from them, IT WILL BE FROM ME.


Never underestimate the power of the people, especially good, honest folk who are stepped on, once too often.
Technology has given even the quietest, the loudest voices.


HAVE YOU SUFFERED AT THE HANDS OF A LARGE COMPANY WHEN MAKING A CLAIM?


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Give too much of yourself for too long and soon you will have nothing to give. To be able to look after someone, you first must look after yourself.