Great response.

No problem.

If NU, once the complaints procedure has been completed, do not send you a letter that says they have dealt with it as far as they are prepared to, then you can copy all correspondence, and your recorded delivery receipt, to the Insurance Ombudsman and ask him to proceed on the basis that NU are obstructing your wish to bring the matter to his attention.

They shouldn't do this, though. If you let them know you intend to contact the IO then things should proceed fairly quickly as they will want (I would hope) to make their decision swiftly and proceed in accordance with it.

I've never had insurance problems, but, when I first complained about my endowment, I was refused payment - twice. On the advice of a friend, I persisted, and was refused again, except the decision was later reviewed and I received £2700. So it does sometimes happen!!

Good luck!!

Cat

Thank you Cat...

It has been very stressful. They did not indicate any money and did not repair the toilet. I ended up replacing the whole bathroom in the end as I could not find the same colour toilet and the floor was ruined due to the leak.

I will pursue with NU and see what they have to say about it.

I do appreciate your advice.

Panther

Presumably NU are relying on the investigating company to advise you that your claim has failed, so now you need to complain formally to them (NU) at the way the matter has been handled as well as about the final decision reached. Then you should follow their complaints process until NU (as they presumably will) tell you that they do not uphold your complaint either, At that point, you need to send a letter to NU, by recorded post, asking them to either uphold your claim, or to send you a deadlock letter.

This is a letter which states that they have taken the matter as far as their own complaints system will allow and are not prepared to give it further consideration.

Once you have this, you will be in a position to approach the ombudsman to ask that he investigate. You don't mention whether the amount of the claim is significant. If it is not, then perhaps that would all seem like too much stress and you might prefer to let it go.

I sympathise. Insurance companies will take any chance to avoid payout; minimising exposure is what they are all about, after all. But these situations can be very frustrating and stressful.

Cat

I had house insurance with Norwich Union. We claimed for our toilet as there was an incident in the bathroom. The kids (age 7-9)were having bath and they managed to throw their toys which made everything fell on the toilet and brimside got broken. I was not home and my sister who was visiting me was home with the kids. I did not notice that because the cupboard fell and there was a leak from the toilet, because of the weight.

A month later a friend suggested that insurance should be able to deal with that. When I phoned to check, I was told that it was covered.

It has been three years and they have sent too many people for investigation. Because I was not at home but I did see the cupboard being broken and did not notice the leak at that time.

After 3 years, the company who was holding the investigation, has refused my claim saying that I told them that some items fell on the toilet. During her visit, she had seen the broken toilet and damaged floor. I told her that I was not home but kept all the bottles, sprays on the top of the cupboard. Now they are making that excuse that I told them something else. The claim was all about this accident where different things ie bottles fell alongwith cupbaord and damaged the toilet.

What should I do? I have not heard from Norwich Union yet.

Your response wil be appreciated.

Panther