Insurance claim - misled

[Belloni]

Bit of background on our situation. In November 2015 we bought our flat, but since day 1 we've had issues with the boiler and losing pressure. Over the time we have spent thousands on trying to resolve it. We've had 7+ different plumbers in, we bought a new boiler, we've had leak sealant put in and we even power flushed the system to no avail. In October 2018, I got fed up and enquired to UK Leak Detection to come round and try and locate a leak in our flat since we couldn't see any damage ourselves. They eventually found a leak albeit very small on the joint that splits between our living room radiator to the bedroom radiator.

They suggested using a "middle man" company which at the time was a lot easier for us due to other commitments. However, by far they are the worst company I've ever dealt with. The original claim was back in November 2018, and the work eventually took place in January 2020 and finished in March 2020. At the time we were told the settlement figure from AXA was £25.6k, so our costs of moving out etc. were covered.

However the issue is even worse now, the boiler now loses pressure within minutes which means we have no hot water or heating. The management company of our flats advised getting back in touch with AXA, who have since advised us that we'll need to make a new claim. My issue though; is that AXA have said the original settlement figure was actually £41,670. So there is a difference of circa £16,070. Has the middle man skimmed it? I don't know what to do, do I call him out and ask to explain the difference?

 

[Belloni]

You paid 25k for a leak to be fixed??

you could have replaced the entire heating system and replastered for less.

We didn't pay anything, it was covered through AXA insurance. They had to dig up the concrete floor, and dry the area for a couple of months, this includes covering our alternative accommodation etc as we had to move out.

 

[Belloni]

The loss adjuster just got back to me and said the below:

I can confirm that the claim was adjusted and agreed in the total sum of £40,320.00 net of the £250.00 policy excess, as follows:

Buildings - £36,370.00
Alternative Accommodation - £4,200.00
Total - £40,570.00
Less Excess - £250.00
Sub-total - £40,320.00

And the management company we used just replied with the below:

I have just looked into your claim the settlement of claim inclusive of management fees and works totalled to amounting to £32,760 + VAT in the end that’s inclusive of leak detection, intrusive access, repair, drying, strip out, re-instatement, surveyor fees, alternative accommodation – insurers excess’s and all other services to bring property back to pre-leak condition. We would need to look further into the costs to get a breakdown off final invoice. The final invoice to insurers and clearance of final payment from insurers was made on completion report provided to insurers on 05/08/2020.