Disastrous experiences when the worst happens - and the problems getting them resolved - are the focus of this edition of the consumer investigation series presented by Julia Somerville, Angela Rippon and Gloria Hunniford. A tragic event highlights a common mistake made with holiday cover, and a family reveals how for 11 years they've been battling to get the cracks appearing in their home sorted. Also, the team open up a pet clinic after a rise in complaints about insurance for our four-legged friends. And after a car accident broke one woman's back and left her unable to work, why wouldn't her insurance pay out?