Maryburgh family takes on insurance giant
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A ROSS-shire father and daughter who claim they've been short-changed over the insurance payout for their mould-ridden home have taken one of Britain's best-known household names to task over the matter.
When Jim McNaught noticed some black spots in his kitchen sinks and cupboards last January, he thought a covering of Ronseal one-coat damp seal would do the trick – until daughter Linda decided to take a closer look.
"I noticed it in the loft, the whole place was covered in white mould yet there was nothing ever stored there," she said.
“I then started looking around and I could see water marks and damp spots – but I couldn’t believe it when I looked in the bedroom. Behind dad’s bed the whole wall was black with mould.”
She claims they got straight onto the insurers, Tesco Bank, and that calls "went back and fore for months" as the exasperated duo, of Birch Drive in Maryburgh, tried to salvage their 27-year-old house.
Ms McNaught claimed the insurers were initially adamant that the problem was restricted to a small part of the property but she insisted it was “through the whole house”.
Eventually, checks revealed the damage was extensive.
She said: “It wasn’t until they sent this company in to check the dampness levels that it was detected properly. They came in and within three-quarters of an hour they knew. They had lifted a bit of the floor in the kitchen and they discovered that the hot water pipe was leaking in three different places just like a hot shower going through the underfloor.”
She went on: “The hatches were lifted and we realised the whole property was badly affected with the fungus. Every single bit of the house.”
Ms McNaught said the damage was slowly but surely rotting the house.
They had to move out while it was stripped back to the rafters. Mr McNaught claimed their temporary accommodation is being paid for by the insurers, but only until December 24.
The McNaughts claim Tesco Bank left them short-changed by roughly £10,000 and that a good chunk of their payout was given to a builder who downed-tools mid-job "like a bolt out of the blue".
Thomas Macleod, managing director for Compass Building & Construction Services, which was initially appointed by the insurer but was unable to complete the work, said he had been "paid up to date" and insisted: ““We did our very best, there was a good team on the project. It was difficult circumstances. We do a lot of work with this insurance provider. Our dismount from the insurance firm was amicable".
A Tesco Bank spokesperson said: “We understand that damage to a home is a stressful situation and we work hard to ensure that when something goes wrong, we help our customers to repair their home as quickly as possible.
“On this occasion, the contractor we initially appointed was unfortunately unable to complete the work. To resolve this matter quickly for the customer we agreed a cash settlement based on the cost of the works that we had tendered.
“Should the customer provide revised quotes, in line with the work to be carried out, we will of course consider these.”
Consumer rights champion Which? recommend anyone with an issue over their home insurance should first take it up with their insurer. It states in its advice: “If your insurer hasn’t resolved your complaint within eight weeks, or has rejected it, you can take it to the Financial Ombudsman Service (FOS).”
The FOS has the power to award up to £150,000 against an insurance company if it finds in favour of the complainant.
