8 Mary Street Bundaberg East Photo Contributed
8 Mary Street Bundaberg East Photo Contributed Contributed

Insurance company backflips over claim

AN EAST Bundaberg couple is rejoicing after its insurance company overturned its decision not to pay a claim for a pool damaged in the aftermath of the floods.

Last week the NewsMail reported that in the aftermath of the January floods, Fiona and John Greenhalgh had to remove floodwater from their pool due to the putrid smell coming from it.

After they emptied the pool part of the bottom exploded.

Mrs Greenhalgh said they were frustrated after being told twice before by Suncorp Insurance that they were covered, only to have the claim denied two days later.

The couple then sought an independent pool specialist who investigated the reason for the explosion and found that the hydrostatic valve had jammed - which contradicted Suncorp's initial finding.

Mrs Greenhalgh said she was relieved when her husband took a call from Suncorp Insurance on Monday informing them that there would be a pay out on their claim.

"My husband asked me if I wanted some good news," she said.

"Suncorp has decided to pay out on the pool."

Mr Greenhalgh said his immediate reaction was to request this confirmation in writing.

"Given what we'd been through in the past I asked them to put that in writing straight away," he said.

"In the end our evidence outweighed theirs."

Mr Greenhalgh said the Financial Ombudsman had helped out enormously.

"They looked into it on our behalf," he said.

"There is less stress now so we can relax a bit."

Mr Greenhalgh said he had learned his lesson from the experience.

"The lesson is read the fine print and beware of any exclusion," he said.

"Do your homework and don't take the insurance company's word as gospel."

Suncorp Insurance corporate affairs manager Marcus Taylor said he was happy the dispute had been resolved.

"Through the dispute resolution process Suncorp sought further information relating to the damage reported by the customer," he said

"These investigations resulted in additional information supporting the damage report.

"Based on this information Suncorp was happy to approve the claim."



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