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What To Do If Your Insurance Claims Company Is No Longer FCA-Authorised
Check Whether The Claim Now Needs Regulated Help
Written by Darren Carter. Last Updated on October 2, 2026
When The Firm Handling Your Claim Can No Longer Act In The Same Way
If the company handling your insurance claim is no longer FCA-authorised, it is sensible to pause and check the position carefully. That does not automatically mean every part of your claim stops at once, and it does not always mean you need to start over. It does mean you should understand who is handling what, what authority is in place, and whether regulated support is now needed elsewhere.
Independent Loss Adjusters help policyholders make sense of situations like this. We support homeowners, landlords, and businesses who need clear advice on an existing claim and want to understand the next step without unnecessary drama. In practical terms, this means the first move is to get the facts straight.
Start With The Current Position
Before doing anything else, gather the documents that show where the claim stands now. That will usually include letters or emails, claim references, photographs, schedules, reports, estimates, and any notes of conversations with the insurer or other parties involved.
Try to avoid working from memory alone. Claims often turn on sequence, wording, and evidence. A claim that feels unclear in conversation can become much easier to understand once the paperwork is set out properly.
In practical terms, this means your first job is to build a clear claim file, not chase ten different answers at once.
Check What Role The Firm Was Carrying Out
Not every business connected to a claim performs the same function. Some firms provide regulated claims management services. Others may provide surveying, contracting, drying, or repair services. Some may have acted as the main point of contact. Some may have handled only part of the process.
That is why it helps to be precise. What was the firm actually doing for you? Were they advising on the claim itself, dealing with the insurer, preparing the claim presentation, or carrying out building-related work? The answer matters because it affects what may need to change next. In practical terms, this means you should identify the role first, rather than treating every service as if it were the same thing.
Check the Firm’s Exact Regulatory Status
Search for the firm on the FCA Firm Checker and Financial Services Register. Check the firm’s current status, the permissions shown and whether it was acting as an appointed representative of another authorised business.
Do not rely solely on an FCA logo, an old website statement, a certificate or the fact that the firm was authorised when you first appointed it. If the register entry is unclear, contact the FCA or the relevant regulator before allowing the firm to continue carrying out regulated work.
Do Not Assume You Must Start Again
A common concern is whether the whole claim has to go back to the beginning. In many cases, that is not the right way to think about it. There may already be useful evidence, established correspondence, and progress made on the file. The question is usually what can still be relied on, what needs updating, and whether another regulated firm can review the matter properly.
That is why a careful handover review is often more useful than a reset. The paperwork may already contain much of what is needed. The issue is understanding its current status and what should happen next.
In practical terms, this means an existing claim may still be workable, but it needs to be reviewed in the right way.
Ask for a Written Handover
Contact the previous firm in writing and ask for:
- A complete copy of your claim file
- Reports, schedules, photographs and estimates
- Copies of communications with the insurer and other parties
- Confirmation of work completed and matters still outstanding
- Details of fees paid, invoiced or claimed
- Confirmation of whether it believes it can continue acting
- Details of any authority or consent previously given on your behalf
You should also tell the insurer that the previous firm’s position is being checked. Ask the insurer to confirm who it will communicate with while any replacement arrangements are considered.
Gather The Key Documents
If possible, collect the following before seeking advice:
- Your insurer’s claim reference
- Copies of key emails and letters
- Policy documents if available
- Schedules of damage or repair estimates
- Photographs or videos
- Any reports already prepared
- Records of inspections or meetings
- Notes of what has or has not been agreed
You do not need every document before asking for help, but the more complete the picture, the easier it is to advise clearly. Missing dates, missing attachments, and missing versions of reports can all slow things down later. In practical terms, this means a well-organised file can shorten the path to a sensible next step.
Check Whether Regulated Support Is Now Needed
If the service involves regulated activity, check whether the firm has the appropriate permission for the work it was providing. Use the FCA Firm Checker and the Financial Services Register to review the firm’s current status and permitted services. If the business is regulated by a legal regulator rather than the FCA, check the relevant professional register instead.
If you are unsure, that uncertainty is itself a reason to seek a review. It is better to clarify the position early than continue on assumptions that may later need to be corrected. In practical terms, this means the right question is often not “What went wrong?” but “What support is now appropriate?”
Ask For A Clear Review Of The Claim Stage
When a claim feels unsettled, people often want a fast answer. In reality, the better answer usually comes from understanding the stage reached. Has the insurer accepted the claim in principle? Has the scope been agreed? Are estimates disputed? Has the claim stalled because paperwork is missing, or because responsibility is unclear?
At Independent Loss Adjusters, that is the kind of review we focus on first. We look at where the file appears to be, what evidence exists, and whether there is a clear route forward. We do not assume every claim requires the same response. In practical terms, this means the next step should be based on the actual file position, not on broad assumptions.
What Independent Loss Adjusters Can Do
We act for the policyholder. Independent Loss Adjusters Limited is authorised and regulated by the Financial Conduct Authority for insurance distribution activities. FCA reference number 979706. If your claim is already underway and you need policyholder-side support, our loss adjusters can review the current position and explain whether we may be able to assist.
What we’ll do is look at the paperwork, identify the stage of the claim, and explain what may need to happen next. What you’ll get is a steadier view of the position and a clearer idea of the available route. Where appropriate, we can then explain how further involvement would work.
In practical terms, this means you move from uncertainty to a more workable plan.
If You Need to Complain About the Previous Firm
If you are dissatisfied with the former firm’s service, fees, communication or handling of the claim, make a written complaint to the firm first and retain a copy.
Where the complaint concerns an eligible claims management company, the Claims Management Ombudsman may be able to consider it. The service is part of the Financial Ombudsman Service and covers eligible claims-management complaints involving England, Scotland and Wales.
If the firm was regulated by another professional regulator, use the complaint route provided by that regulator. The appropriate route will depend on the firm’s status, the service provided and when the events occurred.
What To Avoid
Try not to make assumptions based on fragments of information. Try not to discard paperwork because it feels out of date. And try not to let the claim drift simply because the position has become unclear.
A stalled claim can become harder to untangle when records are incomplete or communication becomes scattered. The more orderly the file remains, the easier it usually is to review. In practical terms, this means preserving the record is part of protecting your position.
A Calm Next Step
If you believe the company handling your insurance claim is no longer FCA-authorised, the next sensible step is to gather the file, check the current position, and ask for regulated advice where appropriate.
Independent Loss Adjusters can review where matters stand and explain whether we may be able to provide support with your existing insurance claim.
In practical terms, this means you do not need to guess your way through the situation. You can start with a clear review and go from there.
Free Initial Advice About Your Existing Insurance Claim
- Call: 0800 002 5178
- Email: info@ilauk.co.uk
- Online: Get in touch with our team today.
Initial advice is free. If you appoint ILA to manage and negotiate your claim, our standard fee is 10% plus VAT of the relevant settlement amount. Where you choose an ILA-recommended contractor to undertake reinstatement work, the contractor may cover ILA’s fee for the proportion of work they complete. You remain free to appoint your own contractor, and the applicable terms and fees will be explained before you proceed.
Darren Carter
Head of Marketing & Technology, Independent Loss Adjusters
Posted by Darren - Over 15 years' experience in online marketing within the insurance claims sector and works with ILA's loss adjusters and claims professionals to turn practical claims knowledge into clear, useful guidance for policyholders.
Customer Testimonials
What Our Clients Say After Working With ILA
When an insurance claim becomes delayed, disputed or difficult to manage, it helps to hear from people who have already been through the process. These comments are from clients who asked Independent Loss Adjusters to help them deal with insurers, evidence, claim decisions, settlement offers and repair concerns.
“Glenn handled our case and took ownership, stress was taken from us. He worked with the insurance company and was able to break down the excuses they came back with which resulted in the claim being settled fully.”
“I was at my wits' end trying to navigate an insurance claim, with everyone involved being obtuse and evasive. Chris answered my pleas and was on the situation immediately. I hope I never have to use a service like this in the future - but if I do, 110% I would use ILA in a heartbeat.”
“The insurer was being a nightmare and dragged the case on for months, but in the end, with Glenn’s help and guidance, we received the payout needed to rectify the damage. Without Glenn, we would have only received 20% of the actual costs to restore the damage!”
“Glenn took the time to understand the extreme toll this situation was taking on my family and provided clear, honest and highly effective tactical guidance at every single step. Sue Young was equally exceptional, ensuring seamless communication and keeping the momentum going.”
“ILA have been fantastic throughout this process. I would highly recommend them.”
These testimonials describe individual clients’ experiences. Outcomes depend on the policy wording, evidence and circumstances of each claim.
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Why Policyholders Speak to ILA
A difficult claim often involves policy wording, technical evidence, repair costs and several parties. Our Loss Adjusters help policyholders understand the position and approach the next step with clearer information.
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ILA is appointed by homeowners, landlords and businesses, not by the insurer handling their claim.
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Our team brings experience across insurance claims, loss adjusting, damage assessment and settlement review.
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We review the policy, correspondence and available evidence before explaining what appears clear and what may need further work.
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Independent Loss Adjusters Ltd is authorised and regulated by the Financial Conduct Authority for insurance distribution activities.
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Tell us what happened and where your claim stands. The initial conversation is free and without obligation. We’ll ask a few questions and explain whether ILA may be able to help. You can call us or complete the form; we’ll contact you using the details you provide.
If you choose ongoing support, we’ll explain the service and fee before work begins. Our general fee is 10% plus VAT of the overall settlement. Where you appoint ILA’s recommended contractors for the agreed reinstatement works, our fee is generally covered through that contractor route. The position depends on your claim and the proposed work.
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You don’t need to have every document ready. The first conversation is simply to understand what has happened and whether we may be able to help.
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