A COUPLE say they’re forced to move into a caravan every time it rains and are stuck in a battle to find a fix.
Damien Allen, 38, and his wife Louisa Galey-Allen, 40, say they have already forked out thousands to stop water streaming into their Sunderland home when the weather‘s bad.
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The couple fear for their safety as they claim rainwater runs straight into their electric board – forcing them into their caravan.
Damien says they’ll have to fork out another £2,000 as their insurance company is refusing to pay out – but he’s still waiting on £5,000 for previous work done.
The wagon driver says he’s at his wit’s end with Sedgwick insurance.
The battle started more than a year ago when his house started moving as a result of subsidence, seeing a hole form in his roof and massive cracks line his walls.
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Damien told The Sun: “The rain was coming through, the water was running down onto the electric box – our stairs and hallways are the worst.
“It’s coming in through a crack at the front of the property.
“When it’s raining we had to go into the caravan. They’ve just fobbed us off.”
He says he and Louisa are now facing another long winter of shifting in and out of the caravan.
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Damien claims the issues started as the subsidence was a result of the neighbour’s drain allowing water to run under the homes.
And while parts of the issues with the house have been linked to that, he says Sedgwick argues the hole in the roof is not.
Damien continued: “There was a crack in the ceiling to start, I painted over it.
“The next day the crack had opened up – it was big enough to put your finger in it.
“There’s movement – and it’s not our house that’s causing that.”
While he’s forked out thousands to have his home fixed, it’s still not water tight.
Damien said: “Water is still coming through the hole at the top of the house if it rains.
“The water was running through the holes, and running directly onto the electricity on the house.
“It’s still not fixed – they were supposed to fix it – all they’ve done is fobbed us off.
“It’s just been an absolute nightmare.”
What to do if you’re fighting with an insurance company
According to Citizens Advice, you should first contact your insurer. There may be a good reason why your insurer has made their decision about your claim. Before you do anything, check your policy document to make sure that what you want to complain about is covered by your policy.
If it is, write to your insurer, giving details of your complaint, and telling them what you would like them to do about it and giving them a time in which to reply. You should keep a copy of your letter and send any correspondence by recorded delivery.
If you’re not satisfied with your insurer’s reply you can make a formal complaint using your insurer’s official complaints process. To find out how the complaints process works, look at your policy documents or on your insurer’s website.
If you are still not satisfied with the outcome of the formal complaints procedure, you can consider taking the complaint further.
If your insurer is a member of Lloyds, you can make a complaint to the Policyholder and Market Assistance Department. If you are not satisfied with the outcome of this complaint, you can then complain to the Financial Ombudsman Service.
All insurers must be covered by the rules of the financial watchdog, the Financial Conduct Authority (FCA). This means that if you have a complaint about an insurer, you can take it to the Financial Ombudsman Service. This is a free service available to you if you have already followed your insurer’s complaints process.
The Financial Ombudsman Service will try to sort out your complaint using mediation. If the dispute cannot be resolved in this way, the Financial Ombudsman Service will begin a formal investigation.
The final decision given at the end of this investigation is binding on your insurer. This means they have to stick to the terms of the decision made by the Ombudsman.
However, if you do not agree with it, you can take your insurer to court.
Going to court can be stressful and cost you money. You should consider this as a last resort. Also a court will take into account any decision that’s already been made by the Ombudsman.
He said he and Louisa became worried about their safety – and still are – as electricity and water “don’t mix”.
Damien said: “The water is running down inside the house into the main electricity supply to the house.
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“We don’t know if we turned it on if we would get electrocuted. “
The Sun has contacted Sedgwick for comment, but the company is yet to respond.
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