Terry
Do not use admiral home insurance. Monday 11th April we had a pipe burst on our en suit bathroom sink. Causing the ceiling above the lounge to collapse. Water damage in the Living Room as well as kitchen, hallway, landing, main bed room and spare bedroom. Possibly some damage to the dining room and down stairs toilet. I am 35 weeks pregnant and type 1 diabetic with Crohn’s disease. When we contacted the insurance company they instantly got defensive saying if the leak isn’t visible we don’t cover it so can you check where the leak is coming from. When we explained what had happened and where the leak was coming from they told us that an emergency plumber was going to come out. 1 hour later we was informed that a plumber wouldn’t be coming out until the following morning. Admiral did not offer any support or alternative accommodation leaving us homeless as the property was uninhabitable due to the leak. We where asked to test the electric fire in the lounge but refused to as water was still all over the property and could be in the sockets. The next morning we returned to the property to find a plumber was sat waiting outside and had not been passed our phone number to make us aware that he was waiting to fix the burst pipe. To which admiral had said that If we where not at the property when the plumber came round we would be charged £500 call out fee… We got in contact with admiral and they had told us they are waiting for Davies group Ltd to get in touch. On Wednesday the 13th April 2022, a guy from Davies (Ian) arrived to take pictures of the damage. As soon as he walked through the door he filled us with zero confidence about Admiral and their company said they will take months to do the repair and the contractors are rubbish so advised to use our own… When we pointed out damage he refused to take pictures saying that it was drying out it would be fine. We waited for several hours in a wet damp house after Ian from Davies left and still no one from admiral had been in contact to tell us what to expect and what their process was such as when our things would be placed in to storage and when all the damaged items and the damaged property would be removed to start drying out the house. We had to make 8 phone calls to try and get some sense out of someone at your company no disrespect to any of your colleagues but it shows the training is inadequate as we had to speak with the project manager who we have now raised a comps with received (again no complaint reference given on that call) it took another call and then an email was sent. Our main concerns is timescales for this we have been asking why items had not been removed from the property to begin getting this dried out so contractors can complete the removal work and we can then appoint a builder or companies contractors. We also asked about accommodation as none had been offered for myself who is 35 weeks pregnant due to have a C Section within 2 weeks who has under lining health conditions to be told that everything is moving at the right speed this is a normal process time. A few hours later we was offered a lump sum of money per month for accommodation but only when it was confirmed that the insurance would pay out (still waiting for confirmation)… Later that day a company had been in contact to dry the carpet and furniture but not the rest of the house plaster board, structure beams, kitchen, wooden floors we questioned why the carpet would be dried as it was beyond repair and the furniture still had the plaster board from the ceiling on it. Just no communication or organisation within the company this is so poorly handled and has caused immense stress & inconvenience! On Thursday the 14th April we received a call informing us that an electrician (unexpected) and a contractor from Belfor would be out to asses the damage on Monday the 18th April 2020. Late afternoon on the 14th April an electrician called as he was available to test the electrics between 18.00 - 22.00. The electrics were ok to use. But he didn’t test the plug sockets for water given the water was falling directly onto these we assumed these would be check when this was pointed out we where told that the electrics would trip if their was any water in any of the sockets or light switches… Friday 15th April we went to the house to collect some of our things medication, baby essentials. The house is starting to mould and has a horrific smell. Insects are starting to appear and we still have to wait for a company to come and remove our items in to storage. As the days go by more and more damage is being caused to our items that survived the flood. We have still not been informed from admiral if the insurance is going to pay out for the damages to the property which is causing incredible stress on myself and my partner! We have spoke to several contractors who have informed us that our possessions should be stored and the house should be stripped and started the drying process within 24hours. And they cannot understand why our home has been left in this state. Especially under the circumstances. We will be taking this matter further as this is not acceptable and after some of the Leak reviews we have read we are disgusted in how others have been treated in a similar situation and urge everyone to think twice before using this incompetent ‘company’. It’s time like these you need support, help and someone to take responsibility to get things sorted. Nobody has done this from Admiral Insurance. Communication & people who care & take responsibility is key within any organisation and none of the above has been given, we are homeless have no support or updates from Admiral and have just been left…
5 months ago
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