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Name: Barbie Thomas

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% months since I reported subsidence of my home and they still have not sent anybody to look at it, despite emails requesting them to do so.

I contacted them in September of last year stating I had some cracks on the 'pine end' wall of my insured home. They have not attended my home to check the problem. They wanted to speak to me to ask 'important questions ' before they could progress with the claim. I told them I was unavailable for daytime calls and asked them to email the questions where I could supply them with answers. They still have not complied with my wish and thus far to date, they have not sent anyone to my home. I mentioned I would get a Chartered Structural Engineer as I was very worried about water flowing through the wall and the back door not closing properly. Mr. Collier said that I should send him a copy of the report, to which I replied that I would expect him to pay for the copy of the report, but he said he would not do that. On January 24th he said he would send a company called Innovation to my home to examine the problem. I checked who this company was, and their reputation of not replying to clients with their concerns, etc., was astoundingly bad, plus they are not experts in the field which is required. When I emailed Mr. Collier about my extensive research on this company he was very dismissive of my concerns and very rude in his manner. I have had a Chartered Structural Engineers report completed this past week and I emailed Mr. Collier to let him know the results were that there is subsidence and that my CSE stated that Mr. Collier should arrange for a Loss Adjuster to progress with this claim. I have yet to hear from Mr. Collier, and indeed he has emailed the 'important questions' that had stopped him from progressing with my claim, which were beyond ludicrous and could have been answered if he had bothered to examine the photographs of the damage I sent him last year! I do not understand why he is using delaying tactics and I will not send a copy of my report because he should send his own CSE and Loss Adjuster to progress with my claim, it should not be the client who does all the work and pay for expensive reports, this has been a fiasco and I would not recommend this company who do not seem to care for their clients or their homes that they have insured with them. I feel I have been intimidated and my concerns ignored for the last 5 months. I feel the only way to get anything done at this point is to go public through the media because this is astoundingly bad behaviour especially when it is a very serious problem. Reviewed on: 12th February 2023