Yorkshire Water Plumbing & Drainage Insurancs

[MONOLULU]

Last friday I had the misfortune to have a water leak in the bathroom;so I dug out the Insurance policy which stated that we were covered for up to 2 claims per year, and if the plumber didnt arrive in 2 hours after making the call I could claim the premium back. I rang the number on the policy, it was a to a company called homeserve, that was at approx 2-45pm. At 6-45 the plumber arrived apologised for taking so long to get here, I showed him the leak which was in a cupboard. he then asked me if I had a torch so he could see it properly ( what kind of plumber doesnt have a torch ) He took one look at the leak and said he couldnt mend it has he did not have the appropriate part with him. He then rang his boss to tell him that he could not do the job and would have to come back on the monday. he also told him that that would make it 2 journeys and he would only get paid for one and he wasn't happy about it. He then asked me if he could borrow a knife ( what for I dont know ) so I had to leave leave the bathroom to get one. When I got back he said I've found another leak it was on a capping nut on another pipe it took him a matter of seconds to tighten it up. He then said his boss wanted to speak to me. his boss told me that as he had found a 2nd leak it would constitute another claim so I could not claim again on this policy.I said I think thats stupid he replied thats the way the policy works. the leak was fixed on Monday and no doubt the plumber gets paid for the 2 call outs.I have written a complaint letter to Homeserve. has anyone else experienced anything else like this

[Bookworm]

I doubt that very much. If your w/machine breaks down, and the engineer find that the motor is gone, then sees that the coin trap is blocked, would that make it 2 claims? No. It is ONE occurrence of the w/machine breaking down. Or if you get burgled, is it 2 claims to have the door fixed AND your TV replaced? Of course not.

See what they reply to your letter first. Have a thorough read of your insurance docs as well to see what constitutes a claim according to them, and take it from there. It may be that you'll need to go to the Ombudsman for arbitration, or maybe not.

I would also cast some serious doubts on the 2nd leak, which you hadn't seen, although you obviously had had a good look at the pipes, and appeared quite by magic, with no proof beyond the plumber's word. "Oh, there was another leak, I've fixed it now"??? That stinks, IMO. A proper reputable plumber would have said: "there's another leak here, I'll show you, I'll sort it out now".

The more I think of it, the more I am dubious about the whole 2 claims thing. Double-check your policy wording, post it here if you need help.

[MONOLULU]

I received a phone phone call today from Homeserve's Customer Relations, they said they fully agree with my letter of complaint and as a result they will refund my premium of £64 and also cancel the second claim.
I think that was a good result, 12 months free plumbing & drainage insurance.
My faith in complaining has been retored