*********** Momentum Insure and we have to pay the costs for their incompetence

Last year we had a wet patch on our face brick wall outside our upstairs bathroom (front of house). We contacted Momentum Insure and they sent a contractor out who did no tests but said there was no leak.

A year later the wet patch was very visible and grew in width and depth, which could be seen at the front of our house. As soon as we noticed the damp area our ceiling collapsed in the downstairs room. There was severe mould buildup which suggested water exposure over an extended time. We contacted Momentum Insure again and they sent the same contractor who now did a leak detection test and said the leak is on the drain line from the shower. Momentum Insure refused to cover us as they said they do not cover drain lines.

We then got an independent contractor who had to dig into the flooring and concrete to access the drain lines based on Momentum's contractor's advice. After replacing the drain line and performing a leak test there was still water pouring into the downstairs room. We contacted Momentum Insure again. We then removed the wall tiles and dug around the water inlet pipes only to find that the leak was actually on the inlet supply line to the wash basin and not the drain lines from the shower. So infact, this should have been covered by the insurance.

The same contractor came out for the 3rd time to stop the leak. By then the resultant damage was severe which could have been prevented if the issue was picked up last year already, not to mention the risk of the ceiling board collapsing on someone. Thankfully, no one was hurt. Fast forward, it took the insurance an additional few weeks to get the contractor to restore my bathroom and the bedroom below the bathroom which could not be used while we were waiting.

Now we are trying to claim the costs for our independent contractor who was only called out due to Momentum Insure's incompetence and we are told that they cannot cover all the costs as they do not cover drain lines. This is unacceptable as there was nothing wrong with the drain line and was only replaced due to Momemtum's contractor's advice.

So now we have to pay the costs for something that didn't need to be replaced which is essentially paying for Momentum Insure's incompetence. Contractor's who work for an insurance are a reflection of the insurance company. Our contract is with the insurance and not contractor so the liability rests with the insurance when cases like these occur. A blanket rule cannot be app**** for all cases.