A family in Bromley is facing significant disruption after their home insurer, Direct Line, denied a claim for repairing a kitchen leak. The ordeal has left them in a rental property for nearly ten months.

Last July, a leak was discovered when water began seeping through the kitchen floor, traced back to a mains water pipe that was causing puddles beneath the kitchen units.

Despite filing a claim almost a year ago, no repairs have been made. The family’s kitchen remains damp and mouldy, forcing them to move out in October due to unusable living conditions.

Initially, Direct Line’s contractors took two weeks to inspect the property, only to cancel the appointment last minute. Following this, the insurer advised the family to hire their own contractor and offered a cash settlement.

Local tradesmen’s quotes for necessary repairs amounted to £25,000, covering the removal and disposal of the existing kitchen, ceiling, and flooring, mould treatment, and installation of a new kitchen. However, Direct Line only offered £3,400, significantly lower than the original kitchen’s cost 24 years prior.

The policy stipulated that Direct Line would only pay the amount it would have cost to use its contractors, raising concerns about the realism of the settlement offer.

Meanwhile, Direct Line has incurred over £3,000 a month in accommodation costs due to its delays, totaling around £30,000, while the family has continuously sought a practical solution without success.

Fiona Loakes expressed her distress, stating: “My husband and I have been so stressed about this and we just want to be able to move our family back home.”

Advice from the Troubleshooter

The situation highlights serious concerns over the insurer’s handling of the claim. It’s evident that the offered settlement does not align with the costs necessary for a full kitchen replacement. There were also missing considerations in the insurer’s schedule of works, including essential mould treatment.

Fortunately, upon intervention from the Troubleshooter, Direct Line agreed to cover the full costs of the repairs and issued compensation for their inadequate service, though they did not clarify the initial low settlement offer.

Direct Line acknowledged the delays, apologizing to Ms. Loakes and committing to pay full repair costs and compensation due to the lower standard of service experienced. An additional £500 compensation was also offered.

As repairs commence, the family hopes to return to their home by the end of summer.

Vacation Plans Disrupted by EasyJet

A couple from East Lothian faced disappointment regarding a trip to Lanzarote booked through EasyJet holidays. After a £2,224 flight and accommodation booking, they were notified of potential building works near their hotel just a week before the final payment was due.

Despite searching for alternative accommodations, the couple found no suitable replacements and sought an upgrade, which EasyJet denied.

Ultimately, they canceled their trip, yet were shocked to learn that QuickJet would not refund the deposit of £120, citing its standard cancellation policy.

Advice from the Troubleshooter

While EasyJet technically followed its cancellation policy, it seemingly lacked flexibility in a situation where external factors could impact the quality of the holiday experience.

EasyJet stated that they proactively informed customers of the building works, offering options to amend bookings if desired. Although they have since issued a £120 credit for future use, the couple expressed disappointment at not receiving a cash refund instead.

The Troubleshooter continues to follow up to ensure that the credit is appropriately applied to their account.

If you would like assistance with a financial issue, please contact the Troubleshooter at [email protected].

The Troubleshooter has saved readers a significant amount this year, totaling over £1.4 million.