We've been dealing with insurance companies since our storm damage the first week of December 2011. They no longer assess then pay you the money to get your repairs done, they now send people out to repair the damage. On paper this stops you fixing it yourself and spending the pay-out on a new carpet or whatever, but the result in our case is madness.
Part of our flat porch roof felt blew off in the storm. The porch roof started to leak. The porch ceiling and porch wall have been destroyed. The insurance company has been out at least three times to look at it, never telling us what they were covering and what they weren't. Finally we got a schedule of repairs stating that the felt would be replaced, the ceiling and wall replaced and redecorated. That seemed to work for us - though we were a bit annoyed at running about with buckets of water for nearly three months.
On Wednesday last week our porch roof was replaced. The internal works have not yet commenced... just as well. This morning we wake up to torrential rain. Of course I have removed the buckets and replaced our coat stand because the external roof has been replaced. I come home from the school run to our new ornamental hall waterfall. I ring the company our repair had been subcontracted to and tell them that I have an in-porch swimming pool and they call up my records. Oh yes madam, we have a note here that there are three issues with your porch roof - the felt, which is covered as storm damage, the pointing and the loose rough cast above the porch. Neither of these are covered so the new roof won't stop the rain coming in, to stop that you need the other two problems fixed. I point out to them that no one either at their office or my insurance company has ever mentioned the two other issues and given I am not a builder it is fairly logical for me to assume that having a new roof installed is likely to stop my leak. I point out that they could have told me this three months ago so I could have had it fixed then. I even point out they could have given me a quote for it last week when they were sitting on my roof, but nope - they were carrying out to the letter what they'd been told to do. I ask tentatively what the plans are for my internal insurance repairs and they actually, without embarrassment, claim they intend to come and carry those out as soon as possible, without informing me that my roof is not watertight and that the damage would simply recur instantly. That is not of their concern, they say! I am truly gobsmacked at the madness. When did pragmatism and sense exit the country?