Insurance: What's the key to solving my claim?

I called out Fortlocks locksmiths­ of Liverpool to replace a patio door lock. While carrying out the job, the locksmith accidentally drilled through the aluminium frame and into the space between the sealed glass unit. He accepted responsibility and told me not to worry because his insurance company would sort it out. I have started chasing SME Insurance Services, who are the brokers but have got nowhere. A replacement door will cost £1,200. JR, Formby, Liverpool SME Insurance Services specialises­ in the commercial insurance needs of small to medium-sized businesses and its website proclaims "you can be assured you're in safe hands". That wasn't your experience, but once I laid out the key facts to SME, the door started to unlock. Very quickly, I was contacted by Groupama Insurances, one of the UK's leading general insurers that only sells through intermediaries like SME. Groupama is the insurer for Fortlocks and it immediately apologised for the time taken to resolve your issue. It said it had only recently found out about it. The claim will be settled and a cheque for £1,100 has been issued, £100 is withheld as the cost of the original call out which you are happy to agree to. Fortlocks will pay the remainder of the £250 excess on the policy. Steve Playle is team leader at Surrey Trading Standards Service. Can we help? If you've got a problem you would like us to investigate you can contact us by emailing [email protected] or writing to Capital Letters, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number.