Homeowners whose insurer carried out faulty repairs on their roof and shed will be compensated for their losses after winning a claims dispute.

Suncorp accepted the claim to repair the home and contents policyholders’ property after it suffered hail damage some time around October 31 2020.

The insurer also offered to cash settle damage to the complainants’ carport and patio roof, but declined to cover their solar panels.

A repairer appointed by Suncorp assigned inspectors to observe the damage on December 2 2020, but repair work did not commence until May last year. The Australian Financial Complaints Authority (AFCA) panel heard that the insurer provided no reason for the delay.

On June 4 last year, the claimants raised issues with the roof repairs, noting wear to their solar panels and said that the repairer damaged two of their vehicles.

The repairer reattended the property after the complaints and provided some rectification works, but the homeowners remained concerned regarding the repair quality and hired an inspector to observe the works.

The inspector’s report on November 7 last year detailed significant issues with the roof repairs, including inadequate support levels, leaking concerns, and failed building approval.

An engineer assigned by the insurer reported that there was no evidence to confirm the repairs met relevant standards and identified holes in the shed’s roof.

The engineer’s report also said that the property did not receive a Bushfire Attack Level (BAL) assessment despite being in a bushfire-prone area and requested a response from the repairer, which it did not receive.

AFCA denied Suncorp’s request to perform another inspection on the roof, saying the insurer had ample opportunities to observe the damage.

The panel noted the deterioration identified by the expert reports and considered the insurer liable for the defective roof.

AFCA required Suncorp to pay for costs associated with the roof’s replacement and the refitting of the solar panels. The complainants were awarded $66,676.23 in a cash settlement and an extra 10% for contingency fees, a total amount of $73,343.85.

The decision also required the insurer to pay costs associated with damages to the complainants’ vehicles. The claimants requested $4500 but did not provide a quote for repair costs.

The panel noted miscommunication between the two parties regarding the vehicle repair works and awarded the complainants $3000 for the damage.

AFCA also required Suncorp to pay the homeowners $3500 in non-financial compensation and cover the complainant’s expert fees of $1925.

The panel said the claimants sustained unreasonable stress and anxiety because the insurer mishandled the claim.

Click here for the full ruling.