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What can I do about lack o0f action from insurer?

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It's a very long story but in short,


my neighbour's property was gutted by fire in January (unfortunately, the lady lost her life).


My house was extensively damaged by smoke and


Liverpool Victoria had a loss adjuster round very quickly to establish that

all the contents of my cellar and loft area need to be removed for chemical cleaning/disposal,


all insulation needs to be replaced,

my carpets and furniture require professional cleaning

and the house needs fully redecorated.


I have pursued this vigorously as I have 2 young children and


our belongings (as advised) are all in cardboard boxes.


So far (under duress) they have removed all insulation from the house (which is now very cold!)

and striped half the wallpaper (chunks are hanging down off walls and have been for weeks).


All the items we had stored in the cellar and loft (which amounted to a substantial sum due to their specialist nature)

have been removed almost from day 1 with no list, update or knowledge of where they are or who has them.


Every time I call I get fobbed off.


Last Wednesday I was promised a call,

same again on Friday,

Tuesday of this week and still no-one has called.


I have formally complained but I might as well not have bothered.


What can I do to force LV to take ownership of this claim?

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there is an ombudsman you can goto



please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Don't call, send them a letter by recorded and give them a time to complete. Say that if it isn't finished by this date, you will call a local interior decorator and send the bill to them.

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Agree you need to register a formal complaint in writing. LV have a pretty poor reputation in the Insurance industry. They can have a contrary view about customer service.

We could do with some help from you.



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If you want advice on your thread please PM me a link to your thread

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Thanks! I have officially complained to LV and they have said that they will put certain measures in place eg The claim handler and complaint handler to call on a weekly basis - unfortunately they haven't even managed to do that :o(

I still have a couple of weeks before I can go to the ombudsman - not that they fill me with confidence either!

Good idea Conniff on setting a time limit - I'll give that a go :-)

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Hi MonkeyLady


Write a Formal Letter of Complaint, mark it as such. Explain whats happened, how they have let you down and what you want them to do.


Send it to:-


Mr Mike Rogers

Group Chief Executive

Liverpool Victoria


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