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A leaky washing machine in an upstairs apartment has led to seven months of hell for a Melbourne couple who are now effectively homeless with concerns about their young children's health.
Carolyn and Philippe Bechervaise and their boys, aged five and eight, have been forced to live in unpredictable temporary accommodation since the excess moisture from the leak triggered a black mould infestation in their newly-bought Southbank home.
"It's completely out of our control and you feel totally helpless," Mrs Bechervaise told 9News.
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"Initially we were told we would be out for six to eight weeks and now it's seven months later."
The family left the mould-riddled property in September last year after the children developed angry sores on their arms and the youngest, who has asthma, started having breathing problems.
Contractors for strata insurer CHU gutted the affected rooms but since then, the response has been "unfair" and "immoral", according to Mr Bechervaise.
"They've purposely made it extremely difficult for us to get anywhere," he said.
Apart from consistent delays, a lack of detail, poor customer service and last minute changes to their temporary accommodation, the family says CHU is also offering an inadequate settlement to repair the property.
"They're not prepared to give us what's needed to fix our home," Mrs Bechervaise said.
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This month, CHU offered a settlement of around $52,000 but provided no cost breakdown of works to justify that amount.
It's less than half the price of the most affordable quote the family has received from an independently sourced builder.
Architect Liz Vines OAM from McDougall and Vines is Mr Bechervaise's mother and has been helping the couple deal with CHU.
"My family doesn't have the capacity to extend their mortgage to have to pay for the difference of what's being offered," she told 9News.
"Another key issue is the uncertainty in all of this and not knowing where they can be accommodated."
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CHU told 9News it has been in a position to start repairs to "pre-loss conditions" for more than two months with an accredited builder.
However this is news to the family, who say that's not the case.
CHU is one of Australia's largest strata insurers, covering more than 100,000 buildings.
9News understands it has been previously reported to ASIC for misconduct.
CHU denies an official investigation was launched.
In addition, consumer group Choice interviewed a whistleblower from underwriter QBE in 2021, who raised concerns about a culture of unethical practices within CHU.
CHU says it "remains available to positively resolve this claim" with the lot owners "at their earliest convenience".
If you have experienced similar issues with compensation please email rebutler@nine.com.au.
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