Round and Round and Round We Go

<p>I lodged a claim for hail damage to my property on 28 July. This follows a claim for hail damage in January which was repaired by outsurance (and excess paid by myself). I had a terrible experience when lodging this claim to start with as the consultant thought it appropriate to shout at me - so the start to the process was already *****ed.</p> <p>The hail damage now is in exactly the same place as January and I had feedback about an exclusion on the claim because of issues with plastic in the roof not being replaced. I asked the question about why this is my liability as your service providers undertook the repairs in January and clearly did not meet best practice standards resulting in this damage in the first place. The assessor went out, assured me there were no issues with plastic, and I was ready to proceed - until I receive a call from a different consultant today (noting he was picking up from a colleague - the initial consultant - and seemed to imply he was doing me a favor by following up with me - please listen to the call). I was incredibly frustrated to hear, once again, that the roof liability was my own as there was no plastic - and now it has to be investigated - again. I noted that any further damage to my property will be for outsurance's account as this is now duplication of effort as the initial investigation was clearly inadequate. It feels as if your assessor was instructed to tell me what I wanted to hear while ensuring that outsurance could save money by placing liability for work completed incorrectly by your preferred supplier onto myself, and I am deeply offended by this.</p> <p>I am very sorry - but if you expect me as your client to climb into my roof to check the quality of the work of your contractors, that is unacceptable. I trust that you have appropriate SLAs and selection criteria for suppliers so that repairs made will be of high standards and that there should not be the need to penalize your clients for poor workmanship (or even expect me to know that this is poor workmanship - I am in business, not construction, I pay you and thus trust your experts, and if your value proposition now includes me acquiring technical s****s t identify issues such as plastic not being replaced then I am not interested in doing business with you.</p> <p>I am frustrated with the entire process and disappointed to the point where I will likely take my business to Discovery, who already insure my other two properties and certainly don't send contractors out who undertake inadequate repairs and then blame me, and also have employees who understand customer experience and treat me with respect in this regard. This is shocking and your inability to address the root cause in the first place is a huge concern - especially with this 'plastic' matter being skirted and avoided, only being raised as relevant when convenient to yourselves.</p> <p>I feel like a fool for trusting your brand with my property as it seems I am running the risk of my asset devaluing because of shoddy workmanship if and when I have claims with your company.</p>