Barclays Home Insurance Review

Overall Rating

Asprea.

During the storms in January 2007 we developed a leak in our roof. We phoned Barclays insurance and they advised that due to the high level of emergency repairs they could not supply a contractor. We were told by Barclays to go throught the yellow pages/get any local known contractor to come out to give us a quote and to call them back with the information (this in itself was no mean feat as all roofers were stacked up with work, we must have made loads of calls!). Eventually we managed to get someone to come out and he then spoke directly to Barclays on our phone and advised them of the work he was going to complete. Barclays authorised the repair with him and told me they would pay me by cheque direct and I should then pay the roofer. This was carried out and the repair was completed. However, in July 07 when the really bad rain fell we developed a further leak and called Barclays again. This time they sent representatives through Asprea! What a nightmare - they told us that our roof had the incorrect tiles for the pitch of the roof and that the whole roof was in need of replacement! Well forgive me but 2 builders have managed to come up with a problem that Chartered Surveyors that inspected the property when it was purchased never did! Anyway, they stopped the leak and went away - last we heard of them! Until we have just developed a further leak in the same place. Phoned Barclays again who sent contractors through Apsrea again. However, this time apparently the problem is due to poor workmanship on the original repair - this was never mentioned last July but suddenly it is a reason not to sort the leak out AGAIN! Have had numerous conversations with them and basically they have said that because we used a self appointed contractor for the initial repair it's not covered! The fact that they could not provide a contractor and we followed their advice to the letter holds no sway. Furthermore, by insisting that they pay customers direct rather than to the self appointed contractor direct they have than negated themselves of any contract with the builder! The contract is then between you and the contractor and they get out of paying up! Good little scam this for the insurance companies because they certainly don't tell you this when they instruct you to self appoint a contractor. The upshot is if you have problem insist that under the terms of your policy they supply the repairer.
We have contacted the Financial Ombudsman who are now acting on our behalf and preparing the necessary paperwork etc etc.