Claire

I am only rating 3 to demonstrate where I am right now. However the journey to get here has been long, having had a fire in Feb 23, and still not home. I’ve had 3 complaints upheld in my favour with the ombudsman. I set up a Facebook group called CLAIM GUARDIANS where I am helping other people navigate their claims when they’re not going to plan. I was prompted into action because my experience has been that bad.

I am only rating 4 to demonstrate where I am right now. However the journey to get here has been long, having had a fire in Feb 23, and still not home. I’ve had 3 complaints upheld in my favour with the ombudsman. I set up a Facebook group called CLAIM GUARDIANS where I am helping other people navigate their claims when they’re not going to plan. I was prompted into action because my experience has been that bad.

Unfortunately my reviews keep being removed, because Trinity keep disputing them. However, you can hear all about it on Prime Minister’s Questions from 17th April 2024, at 24 minutes into the broadcast. My name is Claire Massey

Q Metric Group are linked to Policy Expert and Trinity Claims.

I had a house fire on 21st February 2023. Thankfully we all survived, and my house didn’t burn down, however the smoke damage was extensive. We are still not home, and my house remains uninhabitable, with its condition having deteriorated further since it’s been left empty for over a year. I was unable to heat my home over the winter to reduce deterioration from the cold, because the boiler was condemned. This is my experience. I’ve raised 3 complaints with the Ombudsman, all of which have been upheld.

The most recent Ombudsman ruling the insurance company is appealing, so that means around another three months for that appeal process to take place. The impact of this is more uncertainty, further financial distress, further decline of my mental health.

Issues since February 2023:

• Aggressive claims handlers, effectively bullying and belittling me, just days after the fire
• Withdrew alternative accommodation funding, effectively making my children and I homeless for 4 months, just days after the fire
• Damaged my home during initial “cleaning attempts”
• Negligent and unprofessional conduct by very senior members of staff at Trinity Claims

• My home was not cleaned to safe standards, and Trinity were expecting my children and I to move back into an unsafe environment (it was only after an Ombudsman ruling that this was changed)
• Below par cash settlements offered at every stage. At one point I was offered £1,700 to clean my entire house. A professional specialist firm quoted over £60,000
• Removed contents that have now been lost / possibly stolen
• Refusal to properly assess electrical items that had been damaged in the fire, suggesting to PAT test, which does not consider damage made to components inside those items, that could potentially cause another fire in the future. This puts my family at risk in the future of another house fire.
• Delay tactics in processing the claim between February and November 2023
• The claim stopped being processed in November due to accusations of misrepresentation
• Face to face interview in November with Trinity’s Fraud team, which was extremely distressing
• Dishonestly and unfairly voided my policy just before Christmas (Ombudsman has overturned this)
• Withdrew alternative accommodation funding again, so I have been effectively paying for my house, a rental, two lots of council tax, and utilities, and this has been since November 2023 and no end in sight. This is pushing me into significant debt.
• Disputes over surveyor and possible issues with ongoing alternative accommodation funding
• A fear that the next stage of reinstatement will continue to be processed in the same manner as my poor and distressing experiences to date

This is where I am right now. No doubt I will be updating this soon enough again.

This is my second attempt at this review because Policy Expert disputed it and are desperate for this not to be published. But it is my right to be able to share my experience and everything is factual. I have removed some information so this can be published without ongoing restrictions. But my experience is much worse than what’s been written here.

I had a house fire on 21st February 2023. Thankfully we all survived, and my house didn’t burn down, however the smoke damage was extensive. We are still not home, and my house remains uninhabitable, with its condition having deteriorated further since it’s been left empty for over a year. I was unable to heat my home over the winter to reduce deterioration from the cold, because the boiler was condemned. This is my experience. I’ve raised 3 complaints with the Ombudsman, all of which have been upheld.

The most recent Ombudsman ruling the insurance company is appealing, so that means around another three months for that appeal process to take place. The impact of this is more uncertainty, further financial distress, further decline of my mental health.

Issues since February 2023:

• Trinity Claims handlers not processing my claim efficiently or with any due care and attention, just days after the fire.
• Withdrew alternative accommodation funding, effectively making my children and I homeless for 4 months, just days after the fire
• Damaged my home during initial “cleaning attempts”
• Negligent and unprofessional conduct by very senior members of staff at Trinity Claims

• My home was not cleaned to safe standards, and Trinity were expecting my children and I to move back into an unsafe environment (it was only after an Ombudsman ruling that this was changed)
• Below par cash settlements offered at every stage. At one point I was offered £1,700 to clean my entire house. A professional specialist firm quoted over £60,000
• Removed contents that have now been lost / possibly stolen
• Refusal to properly assess electrical items that had been damaged in the fire, suggesting to PAT test, which does not consider damage made to components inside those items, that could potentially cause another fire in the future. This puts my family at risk in the future of another house fire.
• Delay tactics in processing the claim between February and November 2023
• The claim stopped being processed in November due to accusations of misrepresentation
• Face to face interview in November with Trinity’s Fraud team, which was extremely distressing
• Dishonestly and unfairly voided my policy just before Christmas (Ombudsman has overturned this)
• Withdrew alternative accommodation funding again, so I have been effectively paying for my house, a rental, two lots of council tax, and utilities, and this has been since November 2023 and no end in sight. This is pushing me into significant debt.
• Disputes over surveyor and possible issues with ongoing alternative accommodation funding
• A fear that the next stage of reinstatement will continue to be processed in the same manner as my poor and distressing experiences to date

This is where I am right now. No doubt I will be updating this soon enough again.

The item itself is beautiful and the packaging was really lovely. It was a gift for a friend and I needed it to arrive before a certain time on a certain day and it was very last minute but their customer service was excellent and made it happen. Thank you so much

My order hasn’t arrived, despite opting for express delivery. I am unable to contact customer services as no one answers the phone.

On time, polite and friendly. Did a great job on my alloy - it looks brand new again! Thank you Anson