Thread: Home Insurance Claim Problem - Burst pipe

Hello and thank you in anticipation for any responses.

The problem is this. My parents have a house that they stay in 2-3 nights a week. The rest of the time they stay in a flat above the business they own. When they stay at the house, it is only to sleep, since the business does not close until 10pm and after everything is cleaned etc, it is at least 11pm before they finish. They have standard home insurance with eSure.

During the cold spell a couple of weeks ago, a pipe burst at the house (despite leaving the boiler on frost protection). They did not find out about this until two days later when they went to sleep there. By this time, the damage was substantial. Naturally, they made a claim.

eSure referred the claim to the Loss Adjusters, who, after a couple of weeks of messing about, have asked for copies of bills and also advised that the claim is unlikely to be paid because my parents do not stay at the property "regularly". During this time, my parents did not touch the property since they did not want to invalidate any claim. Now the Loss Adjusters have said that my parents can get a professional cleaning/drying company in to begin work and should retain the receipts; in the unlikely event that the claim should be paid.

Having looked at the policy in detail, it appears that eSure do not define the meaning of "regular" occupation. The dictionary definition suggests that this refers to a periodic activity.

Since my parents do stay at the house 2-3 days a week, can this not regarded as "regular"? Is it likely that my parents can contest a failed claim on this basis? In addition, can they not claim compensation for further deterioration of the property due to the time wasted in processing the claim by the Loss Adjusters?

Any response on this stressful matter would be greatly appreciated! Thanks! :-|