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Have recently claimed on NatWest fodamage to Hardwood floor. Investigative work carried out, as instructed by NatWest's Assessor UK Assistance, to get our wood flooring specialist to conduct the work. Sent the assessor the estimate costs, no reply. Then got the specialist in and problem diagnosed as a damp proof failure which is not covered by the policy. I've no issue with this aspect, my problem however is with UK Assistance's and NatWest's refusal to meet the cost of the investigative work approx £800, (which involved the sawing out of part of the hardwood floor which is now damaged as a result of the investigation) which we were under the impression they would meet. I put it to them that had they brought their own specialist in to conduct the investigation they would have met those costs directly but fell on deaf ears.

 

We can't find anything within the policy schedule and don't have a policy booklet to refer to, any suggestions?

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Am I correct in saying that Natwest arranged for the adjuster to come out and are now charging you for it? Or did you arrange for someone to come out?

 

If the former, they are, imho, out of order.

If the latter, it will depend on the circs.

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NatWest sent out UK Assistance on their behalf. The Inspector they sent had no knowledge of of the type of problem we had regarding our floor. She was aware that we had 2 Flooring specialists as we had previously been asked to obtain qutations for repairs. At the conclusion of her visit she made it clear that we should them back in to determine a cause and then report back. Shealso stated that they would send in drain inspectors if it was felt that the nature of the problem was caused by a drainage fault.

Our frst floor specialist noted that that their was a problem with the damp course and we reported this back to UK Assistance only to receive a rather short email indicating that we were not covered for this. Whilst I have no problem with issue of standing the cost for the repair of the damp course I remain with the problem of having to repair the damage caused to the floor caused by the action of lifting a section of in order to carry out the inspection. It is not a case of simply re-instating the the floor strips taken out as they were literally prised out and are not in a state were they could simply be re-laid. This is the issue that I have a problem with NatWest.

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