So my insurance policy is with them, but nobody in the 'network' refers to B&B. They just use their brand name to sell L&G policies. Initially, even though the polilcy includes two hours of plumber, the lady you speak to on the 'helpline' does everything to put you off. You learn from the experience, ring again and put your case differently to the next person on the 'helpline'. A plumber comes and says they will send a 'report', apparently crucial, but it never comes. L&G then appoint their 'network' starting with BVS ('Building Validation Services') who sent someone round to find out how much the basement was affected, but he didn't actually look properly. He doesn't know the difference between chipboard and concrete. His writing is also illegible. Next, I was pressurised by contents insurance contractors who are called 'Renew' because they are keen to put a new carpet down even though nobody has fixed the subfloor. Then,on enquiry, it turns out that Bvs failed to instruct their building company 'Masterfix' for a whole week to start the work. Masterfix were supposed to install industrial dryers. Once I had reminded Masterfix that my basement is still damp, they said they couldn't do anything until an asbestos survey had been completed. Which was done a few days later. When I checked with Masterfix at the end of that week, they told me that they couldn't do anything about drying or building until the report had come through from the asbestos survey, which it hadn't. I'm still waiting for their phonecall to let me know when the first dryer will arrive. It's been more than a month since the incident. Meanwhile, another surveyor came from 'Renew', took a knife to the carpet and determined that it could not be replaced because Renew needs to await 'Decision on subfloor and fitted cupbord'. It is not clear which of the two fitted cupboard they refer to. We just know that the floor is rotting in beautifully black mould. Meanwhile, Renew give me two options: a cash settlement or a re-fit by their approved contractor, but not details on whether fitting is included. Which would be helpful, so I asked them who the approved contractor is, but no answer.