‘Saga won’t pay to fix my damp wall because I was too slow to report’

Has a company treated you unfairly? Our consumer champion is ready to help you. Click here to contact her.

Dear Katie,

Last summer I noticed that the inner wall between my downstairs toilet and kitchen was getting damp. I immediately consulted my builder, who was puzzled. He said he would think about it and get back to me in the fall. By the end of the year, I hadn’t heard from him again, so I contacted another contractor, who said he thought the moisture was coming from a leaking pipe.

At the beginning of this year I contacted my home insurer Saga for advice. I was shocked to hear from Saga that as it had just switched insurers the previous ones would not take responsibility as the issue started in 2021 and I didn’t report it until 2022.

I’m 88, live alone and have a very ugly and damp wall that can cost thousands of dollars to fix.

– AN, North Yorkshire

Dear reader,

This case with the insurer sounded like a pathetic excuse to reject your claim. Your insurance contract was with Saga, rather than the insurer, so any changes in how the policy works should not have affected your claim. I also didn’t think it was fair of Saga to punish you for not claiming sooner. As a seller of insurance exclusively for the over-50s, it should be well aware that it has some vulnerable customers like you on its books. It wasn’t your fault that the first trader took a long time to contact you; you reported the issue to Saga as soon as it occurred to you to do so.

Fortunately, after my involvement, Saga agreed to accept your claim. Someone will visit you to assess the situation. Saga has apologized for the extra stress it caused you, which you appreciate.

A Saga spokesperson said: “We are sorry that the claim was initially rejected, particularly as this is a long-term Saga customer. We have asked our current insurer to take over her claim. She has agreed and there is a claim for damages. expert has been appointed to further investigate the claim.”

Leave a Comment