AXA my home insurer recommended and made an appointment for a drainage company (Lanes For Drains) to visit my property on the 21st of May to fix a partially blocked bath. Upon calling AXA, I was told that I had an Home Emergency Cover Extra Policy, so as such there was No excess to pay, I was cover up to £1000 and this did not affect my NO CLAIMS BONUS.
Engineer upon arrival put snake machine down bath waste making a whole in the waste beneath the bath and proceeded to fill the bath to ensure blockage had gone. I coincidentally went downstairs to get a glass of water. Upon open my Living room door on the way to my kitchen, I found water coming through my ceiling in several locations, causing damage to ceiling, wooden floor below, blinds and a floor lamp.A result of the engineer filling the bath and making a whole in the bath waste, all the water coming through my ceiling and get in to my electrics
I Took videos and photos of the damage caused and the engineer who caused damage helping me to stem the flow of water. To be followed the next day by engineer denying he had caused any damage in my house
Further damage 3 days later caused in removing tiles to get access to the waste. Before removal, Area manager for drainage company attend giving me his direct number via business card and word, ensuring me that any damage done would be fixed and repaired back to original state.
(It was later found by a further engineer who changed the waste beneath the bath, that the blockage was caused by a build up of debris in the soil stack, not the pipes beneath the bath as all were brand new and replaced when I recently installed a new bathroom less than year ago.
3 Months later after supplying AXA and the drainage company with videos and pictures from the damage done, neither AXA or the drainage company have taken any responsibility for damage to my recently refurbished house and are deeming me liable for cause and refused to pay for the damage to both bathroom and living room, none of which was present before engineer arriving on the 21st of May 2019
AXA have shown zero understanding, empathy or taken any responsibility for what has taken place and offered a deplorable £300 to fix all damages, after asking me to get several quotes for the repairs, which I supplied ranging from £4000-£4500
I find this to totally disrespectful and unconscionable on their part to treat customers this way and to take no accountability
I have been paying and had home insurance for the past 20 plus years and never once claimed, so to be treated like this when I asked for help I find despicable.
As a result of this, I will be cancelling my policy and will NEVER spend money, recommend with or do business with AXA again.
POLICY NUMBER : DU HHS 5101386
Reviewed on: 13th August 2019
