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Hi, I'm a First Direct Customer and have had a mortgage with them for over 15 years. I am so impressed with their customer service, that I bought their buildings insurance. I've had the policy for donkey's years. In May 2015 I had a leak which came in from the next door neighbour. The ingress of water stayed well below the joists and never damaged any flooring or contents. I repeat, water never ever at any point damaged any of the building or my personal belongings! Asprea, which is a claims management company which is owned by Aviva, assigned a surveyor to manage the claim. However, back at Asprea they were going through a restructure, and the surveyor who was assigned was made redundant. He was never replaced. As such, the builders assigned to do the work had nobody there to control them. The repair contractor brought in by Asprea, a company called Alltrades, went on the do the following to my home and personal property, without my permission and knowledge. 1. Remove all the floorboards from the Dining Room, Hallway and Front Living Room. 2. Remove my entire kitchen (cupboards, tiled flooring, contents), which sits on a concrete base, and as such is completely impervious to water. The kitchen was thrown into a skip. 3. Remove all the wallpaper from the dining room, hallway stairs and landing, and front room. You're probably wondering at this point why I've not mentioned anything about the contents of the kitchen, front room and dining room. Well, they were all wrecklessly dumped and damaged into the upstairs 3 bedrooms. The builders, aren't members of any recognised professional organisation in the building trade - such as the federation of master builders, the national federation of builders, or trustmark. I have pictures of everything which I sent to the company, and I have also created a YouTube video showing the chaos left by Asprea and their contractors. The company, Aviva or Asprea has never said sorry, nor has it responded in writing to written complaints, and has just told the Financial Ombudsman that it intends to stop paying for my alternative accommodation at the end of June. I have been out of my house for 11 months, and have moved 15 times!!! 15 times!!! I was forced to live in the following accommodation: 9 days -Stayed in Bedsit 83 days -Lived in a converted garage 6 days -Stayed in Hotel Rooms 20 days -Stayed with Friends 187 days -Not a "like-for-like" property, ongoing Electrical wiring and plumbing problems. Poorly maintained Aviva and Asprea cut all contact with me in December 2015, 6 months ago, without notice or reason. The company has lied to the Ombudsman about what is damaged in the house, and so I have a surveyor coming on Wednesday 18th May 2016, to do a detailed report of what is damaged. What is actually damaged is considerably more than what Asprea claim. Aviva have said that I shouldn't get 1 penny in compensation! one penny! The report will cost me well over £800 to have written. I have just spoken to my household insurer and they tell me that I have legal cover of up to £100,000 to take Aviva to court. I have lots of clear photographs and documents that show everything Asprea have done. The legal advice that I have just received said that it is a cut and dried case of negligence, because of the volume and quality of evidence I have. My case has just moved from Adjudication stage to the full ombudsman. If Aviva (well Asprea) try to evict me onto the street, I'll have no choice but to invoke the legal cover through my household insurance to prevent this! I cannot be turned out into the street. They have broken my home and damaged all of my contents! This is plain just wrong! My video on YouTube is called "My banking and insurance Horror Story - Battle with First Direct Bank and Aviva Insurance". I would urge you to look at it and give me your opinions. Please bear with the length of the video. As you know, long and complex stories are really difficult to edit down. The video does however cut to the chase reasonably quickly to the photographs of the damage. I had no idea that Aviva operated in such a poor and wreckless way, and it's customer service is none existing. I would welcome people to share their experiences of the company, including Asprea. Kind Regards and thanks for listening!, David
Ok here we go again. I've dealt with thousands and thousands of building insurance claims. Most claims are viewed by a loss adjuster who on the whole are reasonable ,realistic people in touch with prices and the unforeseen problems that can arise as the remedial work continues. Asprea on the other hand will quote prices so low there is no way the job can be completed to a good standard of workmanship. They will under price on materials and labour. ... Not my scene. My Mother in laws house has been flooded by a burst water main from a neighboring property. I've stripped out the ground floor floor coverings put in dehumidifiers and have a meeting with their "surveyor" in the morning. I won't be having breakfast. ..... The "Boy" they send out will suffice !!!! Will update as it progresses.
I was wondering if anyone has had problems with Aviva, and the company they appointed to cover our claim, Asprea. We had a burst hot water pipe in May. It took them over three months to manage to take up the laminate floor, even though they had said in May the whole floor would need to be replaced. This of course meant that the drying process was slow as each time another piece of laminate was taken up it was wet underneath. The first company that was used to dry the floor was Chemdry, when Asprea decided to bring someone else in the man from Chemdry had to come and collect his equipment and it became apparent that Asprea had told Chemdry that we had complained about him, even though we had complained to Asprea about how long the work was taking and in no way complained about him. They covered and taped down tiles they found that had asbestos in them and were broken. When more of these tiles were found they were left broken and exposed, with a cold air blower nearby blowing who knows what round our house. We were eventually put in a hotel, but this was also a problem as we were booked in for just a few days, before having to move to another hotel. We continually had to chase them to make sure we had somewhere to stay, one friday afternoon after 5:00 I had to call them as we had nowhere to stay on the Monday. We had advised Asprea that my stepdaughter and I suffer from chest problems, but were left living in the house for weeks with dust being blown around. We also advised them that I suffer from mental health problems, particularly anxiety, and having to chase them to get things moving, as well as for our accomodation, has left me being treated by medication. When we made a compaint, the member of staff dealing with it classed our concerns as "gripes", which I thought was a rather unfortunate choice of word. The member of staff concerned couldn't even spell my name correctly.I think for someone in a complaints department to do that is somewhat surprising. They have brushed off our concerns about being so close to broken tiles with asbestos in, and offered a tiny amount of money in compensation. Has anyone else had a terrible experience with these companies? This whole episode has affected our health and there seems to be little we can do. We moved back into our house on Saturday. Despite the fact that we have had dryers blowing dust around our house for months, Asprea did not offer to get the house cleaned. They also have forgotten that they had put our furniture in store, meaning that there is nowhere to sit downstairs, and that we have yet again had to chase them. We are so angry at the way we have been treated, can anyone suggest what we could/should do please?
Hello everyone I will try and be brief. I had a water leak through my kitchen ceiling, called Aviva who said it was covered under the 'tracing' section of my policy and I am covered for anything that is involved to get to the leak, but not fix the leak itself. All seemed easy, called a plumber who took time to trace it, by lifting my Amtico floor in the bathroom and also the bedroom floor as it was right against a floor beam so couldn't bet got at via the kitchen ceiling. The ceiling was originally cut to try that way and this was all approved with Aviva. Anyway, I have had the quotes in and been told they are too high. My bathroom floor, in 2002 was £370 and the quote now is £485,. I have been offered £140! To repair the kitchen ceiling, by cutting out one metre, skimming the whole ceiling, painting and painting the walls of an L shaped room, roughly 20ft long, each side of the L, removing two radiators and relevant electrics and replacing, I have been offered £268.50 and that includes materials. The flooring I have is Amtico in the bathroom and is £70 per square metre and they said it would be £20 per square metre. The glue pack alone for this is £50 and my floor was immaculate before it had to be taken up to get to the leak. I am one of those who prefers to pay a bit more so things last. Does anyone know where I stand with this as I have now been waiting two months and it is just one query after another and I know, living in Surrey, nobody could paint a room, repair and plaster a ceiling for this amount. Thank you all for any advice from a very stressed person. Gillian:mad2: