Update The manchester office of GAB Robins contacted me (very promptly) and informed me to go ahead and instruct the builders, they aren't even going to try and negotiate on the price. Builders are coming in the morning. Thanks again for all you time and advice.

Thanks craigwalton I got Tesco to take it up GAB Robins expressing my concern at the actions or lack of action of this LA. The case has now been transferred to their Manchester Office. Strange as i am in London (East) and the original LA is in Essex.

Well, I called tesco to find out why nothing appears to be happening and was told specifically that the LA was informed the claim was to proceed during a phone call on 11th April at 11:56am. I spoke to the LA to find out what was causing the delay and she denies being given the go ahead. i called Tesco back and their adviser said she is still arguing that my claim shouldn't be met despite Tesco agreeing and insisting it proceed. Does this seem strange to anyone else?

I'm an IFA. This guy is totally out of order if you haven't expressly agreed to commission in lieu of fees and have also signed an agreement to that effect (and specifically agreeing to repay commission if you cancel any policy) Tell him to either go away or provide you a copy of the agreement you signed. if he persists in this claim, tell him you will be making a complaint. Do you know if he's regulated directly with the FSA or via a network/Company. If you're not sure, you can find out on the FSA website by searching on the register. It's idiots like that that give other Advisers a bad name.

that seems to be amazingly shabby treatment. I had a claim with NU in 2004 and it couldn't have gone easier so I'm really surprised at you treatment. bed32 is spot on.

What is the complaint about? There are strict guidelines on complaint handling where financial advice has been given etc.

My LA worked for GAB Robins who are a huge international company and was instructed by Tesco. I would imagine that part of their job will be to mitigate losses for the Ins Co as much as possible, either to cut down on an agreed claim or to disallow when possible. i have no proof that they are targeted but when I spoke to an Independent LA off the record, he said that LAs would aim for a 20% reduction in costs. Don't take the visit on Monday too lightly. What sort of damage did you suffer?

Hi guys Some interesting developments. Although I'd been verbally "Repudiated" by the LA for failure to maintain my property and verbally turned down by Tesco for pre-existing damage, I had still to receive official confirmation in writing. Therefore I sent a letter last week by recorded delivery as follows: I still hadn't had a reply a week later so I called yesterday morning to demand a letter. I spoke to a Tesco claims handler who said she would look at the claim and call me back. At 7pm last night, she did call back. She said that although the damage probably did start to occur before my cover started with Tesco, she was satisfied that I didn't know about it and was allowing the claim. I was speechless............ She's therefore instructing the LA to contact my builders to agree a price. I only truly believe it when it happens, I'm a sceptic, but it's looking rather promising. Thank you all who took the time and effort to read and reply to my post. I will pop in when I can to see if I can offer assistance to anone else who has a problem in myfield of expertise. CHEERS GUYS

I've just remembered that I had a plumber around in Oct '04 to unblock the waste water pipe behind the washing machine. There was no damp or leak then so that makes a mockery of the 6 years the LA claimed verbally to me. I have a sales invoice to prove it.

When I agreed, I did so in the full belief that my home WAS in a good state of repair. The damagewas completely hidden. In fact, i have called plumbers out for 5 different things since I moved here in 2001 as well as having the Gas heating serviced. Surely if iknew ofthe problem i would have fixed it earlier. I'm not arguing with you xchris, just staing how unfair it is i imagine many people will also get caught with this. i doubt I'm the first.

Agreed point taken. Am I unusual in not knowing about the effect of this clause when considering changing insurer? If this is legal and commonplace then surely everyone who changes insurer should either have to move all furniture/appliances and lift carpet everywhere before doing so OR the new insurer needs to send our a surveyor before accept the property as a risk? At the very least, their attention should be brought to it rather more than a 5 word statement tucked away in the T&Cs and not even mentioned on the keyfacts.

Well well well,a twist!!! Sounds a little unfair to me (well it would I suppose) I called Tesco today to find out what's happening. Apparently the claim is being turned down due to . It's in the T&C booklet (36 pages) but NOT in the "keyfacts" leaflet. Short answer is that because the leak/damaged started before I was insured with Tesco, it's not their problem. The reason i think this is unfair is that every year as my renewal date comes up, I am bombarded with letters/emails/telephone calls claiming I could save ££££££££s by switching provider. When I switched to Tesco, was I warned that I had better check under carpets and behind furniture/appliances? No. Bearing in mind how aggresively marketed to about B&C Ins, I think that needs to be made clearer. It's never been mentioned to me before. Am I snookered????

If SP refuse to budge or don't do enough for you, contact energywatch on 0845 906 0708

Thanks for all the helpful advice. i have to keep reminding myself not to get angry and takethese things personally. The LA was just doing her job. It does seem strange that she said it was impossible for me not to notice the problem earlier as i obviously didn't. I find it strange that having moved furniture and stuff around to allow unhindered inspection of the area etc, she wasn't interested in where the furniture and the rugs/mats I moved out of the way were originally, which completely covered the damaged area. She is adamant that the damage is at least 6 yrs old even though i can prove it definitely didn't start before 15/12/03 when the appliance was last moved for a repair. Does that imply that I'm lying? Still I will use all your tips and advice when dealing with the Ins Co. Thanks again all.

Thank you Pagan98. will take that all on board.

The loss adjuster calledme this morning confirming that the claim had been "Repudiated". I tried to confirm with her what address i should write to for her and she said I shouldn't write to her at all and any correspondance should only go to Tesco. That can't be right can it?

Hi Rakane i'm not sure they will increase your premium due to your claim, at least not immediately as it's within the same policy year. The only reason they may increase is if the car you buy is offers a higher risk in itself. You'll pay more next year if you lose your NCD. Did you have any no claims Discount when you started the policy?

Thanks craigwalton, some very useful tips there that i will definitely be using. Following my conversation with the Independent Loss Adjuster (ILA), I am waiting for the loss adjuster to write officially but I will be sending a formal letter of complaint and cc to the CEO of Tesco Ins. i will includethewording you suggest. i guess that'll let them know that I've taken advice elsewhere. From what the Crap Loss Adjuster told me, I am responsible for not checking under carpet or behind the washing machine. The ILAs i spoke to thought it was unreasonable to expect me to have to do this. I intend to ask her how often I need to move my Fridge/Freezer, Dishwasher, Dresser, Bookcase etc to check for damage so as not to invalidate a potential future claim. There's nothing in the T&C of my Insurance booklet to that effect. She also wasn't interested in how the furniture was arranged before i moved it all to allow her full access to inspect. She also made a personal comment about how i should know better because of my job.

If you can't find the adviser, then just take it up with the insurance company concerned.

Thanks for the heads up on an SAR btw

Can you still track down the adviser ot the company he worked for? I'd get onto the Company he represented or the network he was part of. Try checking the FSA website and search the register to see if you can track him down. if the worst comes to the worst phone the FSA and ask them what you should do. FSA Register

The best quote I got was £2700 + vat. The 2nd quote was for £3500 + vat. Thanks.

Good luck but i have a feeling they will say the responsibility was yours to ensure that payments were being deducted for your account. Don't let that stop you though and good luck. I would have thought a letter at some point telling you they hadn't received payment for the first month at least wouldn't be too much to expect.

Was the Adviser Independent or a Company representative? If he was a Company Rep, the company having signed off the case by it's adviser accepts responsibility and that's who you should complain to. If he was Independent, you need to go through his Company. I believe the onus is on the adviser/company to prove that risks were explained. Did the adviser "Guarantee" a surplus lump sum of say it was possible? Sorry but I don't know what an SAR is. When you surrendered the policy did you deduct that amount from the amount you remortgaged for? Otherthings that have an effect is what would have been the difference in cost between an Endowment Mortgage and a Repayment Mortgage. The fact you've also had life cover with your endowment for the 10years will be taken into account as this would have been a separate cost with a Rep mortgage.

Thanks for the reply kimmy01. I've just spoken to 2 Independent loss adjusters on th phone and unfortunately, the case would be too small for them to get involved. Both of them were really helpful in giving me advice though. Both said I should pursue the claim as they think I've got good grounds. Anyone else had experience of taking on loss adjusters?