A couple in Hertfordshire have found themselves caught in a prolonged dispute with their insurer over subsidence repairs to their bungalow, a situation that has persisted since the issue first emerged in 2021. Gina and Dean Butti say years of delays and complications with their insurance claim have prevented them from moving or properly addressing damage to their home, which they have lived in for 38 years.
The couple describe their home as increasingly difficult to maintain, with ongoing minor repairs required but limited by restrictions tied to their insurance claim. Dean Butti recounted having to use a piece of cardboard to operate a bathroom door and living with a cracked shower tray that they are not permitted to fix. Despite receiving three compensation offers, they have only accepted the initial £500 payment in 2023, declining further offers on advice that this could jeopardize their claim for more substantial remedial work.
Compounding their distress, both Gina and Dean have faced serious health issues during this prolonged process. Gina was diagnosed with breast cancer in August 2023, while Dean was found to have a heart condition in early 2024, necessitating a double heart bypass later that year. Their plans to relocate, which included accommodating Dean’s 90-year-old mother, have been placed on hold as they cannot sell the property without incurring significant financial losses.
Industry experts say the Buttis’ experience is not unique. Bob Gibson, a director of Building & Structural Consultants, attributes many such delays to an overwhelmed insurance sector, currently facing one of the largest surges in subsidence claims in recent years. Gibson points to a growing number of homeowners resorting to independent loss adjusters and subsidence specialists to manage their claims more effectively. He moderates UK Subsidence, a Facebook group that has seen membership triple to over 3,000 in just two weeks, where homeowners exchange advice and share experiences.
Gibson notes that some homeowners are choosing to pay for independent site investigations themselves to expedite repairs, later seeking reimbursement from insurers. While this approach carries risks if insurers refuse to pay, it offers claimants more control and reduces stress compared to waiting for lengthy insurer processes.
Aviva, the insurer involved in the Buttis’ case, acknowledged that the claim had taken longer than expected and expressed sympathy for their situation. The company stated that subsidence claims are often complex and slower to process than other types of home insurance claims. Aviva said remedial work had been carried out following their initial investigation and that they had appointed an independent engineering firm to collaborate with the Buttis’ engineer to further assess the property. The insurer confirmed they had paid compensation to acknowledge the inconvenience caused by delays.
However, Dean Butti contests Aviva’s characterization of having an engineer “of their own,” emphasizing that he and his wife neither instructed nor paid for the professional referenced. He suspects Aviva’s appointment of a second engineer is a tactic to challenge the first engineer’s findings and reduce repair payouts, casting doubt on the impartiality of the second assessment. Dean expressed deep frustration with the insurance process, questioning the value of having paid premiums over the years and calling for industry reforms.
As homeowners like the Buttis navigate lengthy claims and mounting frustration, their cases highlight broader challenges facing the insurance industry amid rising subsidence claims and growing customer dissatisfaction.