Poor service

On the 7th February we had a cloudburst at home, we realised after the storm that the interlinking brick wall with our neighbour had fallen over. I reported this to the insurance on 10th claim nr ***. The very next day a service provider came to inspect the damages. I called on Friday 14th again as I had had no feedback only to hear that the claim is deemed not valid as it was a single brick wall with no draianage points. I questioned why that was not highlighted when the insurance was taken out. Claim was sent back for validation, still waiting..... It is a major safety risk for both us and the neighbour.

This is not the first time a claim was not accepted, tiles cracked in a straight line in two different rooms and outside area due to ground movement ( I think I stated as earthquake) claim was denied, reason poor workmanship, needless to say that areas were tiled by two different people(kitchen was there when we bought the house in 2008) and tv area done in 2015. I was battling with my back so wasn't in the mood for a fight.

I just find it totally unacceptable! The agents taking my calls have been excellent and understanding but not the validation side...