Saga insurance have left me to take a bath

http://www.theguardian.com/money/2015/jun/29/saga-insurance-bath-damaged-wont-pay-repairs

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I came home to find water coming through the kitchen ceiling and dripping off the lights. I called Saga, my home insurer, which sent an emergency plumber. He identified the leak as coming from under the bath, but was unable to access it within his hour because the bath panel was preventing access.

He turned off the water overnight and returned the next day with an apprentice. After having problems getting the bath panel off he forced it. As well as ruining the panel he managed to crack the bath’s top rim. He then fixed the leak, took plenty of photos and declared the job completed.

That was in April. Since then Saga and its appointed agents, the AA’s claims handling service, have denied any responsibility for the £2,000 it is going to cost to repair my bathroom. They say I signed a disclaimer which indemnified the contractor against any damage caused. I did sign one but assumed my insurance would be picking up the bill. Can you help? ER, Aberdeen

Saga told us that home emergency cover is an add-on to its home insurance policies and is provided by its sister firm, the AA. It also told us that, contrary to what has been said to you, the claim should be paid in full. “The process should have been dealt with seamlessly between Saga and the AA, and we are taking up this matter with the individuals who dealt with ER,” it says.

The AA insists the correct processes were followed. However, due to the extent of the damage to the bath, you will receive the full cost of the repairs as a gesture of goodwill.

You are, understandably, much happier.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number