Hi Carlos,

I couldn't agree more.

I have a leaking roof which my roofer and Cunningham Linsay put down to frost damage. Also the TV aerial had begun slipping off the chimney stack due to the weakened render. Cover for frost damage is itemised in my policy but they said I wasn't covered because it had to be a one off frost occurance. I asked how they could say it wasn't from one spell of frost since I had identified the period it occured. Additionally I had three repair bills for my roof which proved that I had kept it well maintained.

Also when the Loss Adjuster came out he put his head through the velux and peered out. He used his own ladder to reach the velux as mine would not go up the stairs. He could not see all the damage as it was the far side of the stack. When he climbed down it transpired that he did not shut the velux after him. Subsequently the room was flooded as it rained overnight. It has wooden floor boards so most of the water went through them and I was able to wash and dry the rugs. However under the velux window, my son who is a music student had brought home large tubs of CDs dvds, mini disc recordings, 2disposable cameras and all his bank statements. One of these tubs containing the said items became full of rainwater due to the Loss Adjuster leaving the velux open and most of the stuff had to be thrown away. Cunningham Lindsay tried to say I must have opened the velux in spite of the fact I could not reach it without a ladder.

I went to the Ombudsman and put in an appeal. I then aske my roofer to return and take some photos of the damage. I sent these to the Ombudsman. Almost immediately I had an apology from Cunningham Lindsay saying I was right I was covered for frost damage. Also the young Loss Adjuster who had left the velux open rang and aplogised.

However, I then had to obtain estimates for the damage to the ceiling from the leak through the roof and the electric light close by. I am also itemising costing for my son's damaged belongongs ie Cds etc.

All this has taken me from August when I first put in the claim and the Loss Adjuster came out up to now ie late December. Since then the damage to the render on the stack has worsened and resulted in my TVaerials completely falling off. None of my TVs work now. The leak and subsequent damage to the ceiling has worsened. My roofer has made several plans to repair the roof but the weather has been too bad for his men to do it safely. My house is 3 stories high. Hence although Cunningham Lindsay have sent the cheque payable to the roofer for the £1,100 or so for the roof, I firmly believe that when he eventually has fine weather to undertake the repair the damage will be far worse and so be more costly.

Thus I feel as you do. Esure and their Loss Adjusters are to be avoided if one is looking for insurance.

Viola

Having taken out an E-sure home insurance policy, I have had an absolute nightmare with the company and their appointed loss adjustors. The damage was from a leak in the waste pipe, which damaged the living room ceiling and carpet. The information below hopefully explains it all, but I would not recommend E-sure for insurance after this experience.

I received a telephone call from the loss adjustor today, which caused me some concern. I was informed that the cheapest quote for the necessary works was three times higher
than expected. She explained that she should only pay £1105 for the claim. This is despite the fact that I have had to go to the trouble of obtaining quotes and arranging appointments, and
have actually provided 3 quotes - the cheapest of the 3 being £3450.

Tonight I have just taken the trouble to contact another firm to ask if they could carry out the work for £1105 and they said that it would be 'impossible'. Obviously this is causing me a great deal of stress and anxiety since I am worried that the work will not be completed in the immediate future (I can't find anyone to do the work for £1105). It would be easier all around if you arranged for builders to do the work and got my house back to normal as I have now contacted FOUR builders (yes another one tonight), who come nowhere near the £1105 suggested by the loss adjustor. AGM builders will provide a quote breakdown and I will forward this to you, but having discussed this with them just now, they said that £1105 is a ridiculously LOW amount for 5 days work, including materials, labour, waste removal etc.

It is now 32 days since the damage occured. This scenario is causing me a great deal of anxiety and stress, and I have now accepted that the work will not be completed for Christmas. I, my pregnant wife and 2 year old daughter are living in a house, which has a living room with cracks, damp, a carpet that smells putrid and have been like this for almost 5 weeks. Having spoken to the loss adjustor, I now recognise that this might now take much, much longer.

I am preparing a formal complaint, which I will send to the Financial Services Obmudsman and Insurance Ombudsman. In addition, if this whole episode does not reach a satisfactory conslusion within the next 3 days, I am also going to post a copy of this email and the subsequent response on various money forums so that other people do not suffer a similar experience and unfortunately choose E-Sure or Sheila's Wheels insurance products. I wish to complain on the following issues:

- I am expected to contact TWO companies to obtain quotes - I have supplied THREE and yet there has been no progress
- It took 20 days for a loss adjustor to visit the property
- It then took another 12 days for the loss adjustor to contact me and dispute the builders' estimates
- I can find no builder who can do the work for £1105. Even if I spent a full day on the phone, it won't happen - with 3 quotes at £3800, £3650, £3450
- The length of time in processing the claim and having to live effectively in a house with damp with a 2 year old daughter and pregnant wife is frankly unacceptable

I will post this on a public forum and will remove the post IF we reach a satisfactory conclusion. I hope my Christmas will still be merry, even if we have to open Christmas presents in the back garden and have a Christmas tree in the kitchen.

I hope after this is eventually sorted I never have to do business with Esure or Cunningham Lindesey again. The simple resolution would be to simply pay out, get the builders in to do the work (the ones that supplied the cheapest quote), and do the work to restore my home over the next week, or possibly week after. Why should things be so difficult? Why make life so hard for customers?
What more can I do? What have I done wrong in this process?

Tell the loss adjustor to contact AGM Builders if there is a problem 01302 708374. Please let's get this done and sorted. I take out home insurance so things like this are sorted out. Having never claimed in over 8 years, this is one of the most dreadful and traumatic experiences I have had.

I wouldn't wish this on anyone.

Please send me an update by Friday 15th at the latest. It would be appreciated.

Carl Ryde