A family from Melbourne’s west feared they would become homeless after they were told to move back into their uninhabitable, mice-infested house by their insurer.
Homeowners Kane and Rebecca Bridger said RACV denied their claim for flood damage, despite being originally accepted six months earlier.
Their much-loved home in Sunbury, in Melbourne’s north-west, was left riddled in mould following water damage from a storm about a year ago.
The family received an email from the RACV confirming their claim was accepted, as work to repair the damage began.
However their claim ”for any damage to the property” was suddenly denied in May.
“It just really shocked and really confused (us) to be honest,” Rebecca said.
“As far as we were aware it was all going ahead.”
The decision was based on an engineer’s report which included identifying several maintenance-related issues and building defects.
But an engineer’s report commissioned by the RACV just six months earlier said there were no maintenance issues found to be contributing to the damage.
The house no longer has a functioning bathroom, and is unlivable, according to Kane.
“I was furious, they obviously didn’t know what ready to move back into is,” he said.
“Even if we did move back in, how did they expect us to go to the toilet?”
The house remains vacant and has become overrun with mice.
Many of their belongings have also been ruined.
“It’s just sad because this used to be our home and now there is nothing here that feels like home,” their daughter Nikkita said.
“We walked in today and it’s just like we just wanted to cry.
“It’s just been really stressful on everyone.”
After a complaint was lodged with the regulator, RACV had a change of heart and extended the family’s temporary accommodation.
They have also agreed to fix the mould damage and pay for the contents but the dispute drags on.
An RACV spokesperson provided Today with the following statement on the Bridger family’s situation.
“We have acknowledged our member’s concerns regarding the findings of the engineer’s report and have apologised for the delays experienced in finalising their claim,” the spokesperson said.
