In a recent podcast, Michael Williamson, founder of Independent Loss Adjusters (ILA), and Claire Massey, policyholder advocate and founder of Claim Guardians UK, engaged in a detailed conversation about the challenges homeowners face during insurance claims.
This discussion explored common concerns such as claim delays, overlooked damage and unclear communication during the claims process. Both speakers shared practical points that may help policyholders understand the issues, ask better questions and make more informed decisions.
Insurance is designed to provide financial protection when damage falls within the cover provided by the policy. However, claims involving water damage, fire or flooding can become complex, particularly where there are questions about repairs, evidence or settlement.
The podcast discusses some of these difficulties and explains practical ways policyholders can understand the insurer’s position, review the available information and pursue an appropriate settlement under the policy.
Claim delays can be particularly difficult where a property needs urgent drying or temporary works. Claire, who runs Claim Guardians UK, described cases in which policyholders experienced delays or found the claims process difficult to progress.
She also discussed cases involving water damage, where delays in drying were followed by mould growth or further deterioration. The effect of any delay will depend on the condition of the property, the cause of damage and the steps that could reasonably have been taken at the time.
Michael discussed how claims service can vary between insurers and policies. Price alone does not determine the quality of a claims experience, so policyholders may also want to consider the cover provided, policy limits, exclusions and the insurer’s claims service when choosing insurance.
Michael also points out why buying your insurance policy through an insurance broker, rather than a price comparison website, can be beneficial should you need to submit an insurance claim.
A key point in the discussion was the potential value of obtaining a separate professional assessment where the extent or cause of damage is disputed. An insurer may appoint its own surveyor, who will normally report within the scope of the insurer’s instruction. A policyholder can also choose to obtain advice from an independent surveyor where this would help clarify the damage, repair scope or reinstatement costs.
However, the insurer is not automatically required to pay the policyholder’s surveyor fees. Whether those costs are covered will depend on the policy terms, the circumstances and any agreement reached with the insurer. If you want the insurer to meet the cost, ask for confirmation before commissioning the report.
For complex or disputed claims, a policyholder may decide to obtain a separate surveyor’s opinion. This can provide additional technical evidence where there is disagreement about the cause of damage, the repair specification or the reinstatement cost.
Policyholders can also ask whether relevant surveyor reports will be shared and whether a joint instruction would be appropriate. However, access to reports and the terms of any joint appointment will depend on the circumstances and the arrangements between the parties.
Repair schedules can be difficult to interpret, particularly when the description of the proposed work is brief or highly technical. Claire described cases where homeowners believed important tasks had not been clearly included, which later led to disagreement about the scope or cost of repairs.
Michael explained that schedules may be prepared using specialist software. Even where a schedule appears detailed, policyholders should still check whether the listed work matches the documented damage. For example, replacing a kitchen worktop may also require sink cut-outs or appliance fittings. Water damage can also involve underlying damp or mould that needs appropriate assessment.
Policyholders should review the repair schedule carefully before agreeing the scope of work or a settlement based on it. If anything is unclear, ask the insurer or its representative to explain how the proposed work addresses the documented damage.
Where the scope is complex or disputed, a suitably qualified professional may be able to help identify technical questions or omissions before decisions are made.
Cash settlements are another area where homeowners can face difficult decisions. Depending on the policy wording, an insurer may have the option to repair, replace, reinstate or settle the claim with a cash payment.
The amount offered may sometimes reflect the cost the insurer would have paid its own supplier, which can be lower than the price available to the policyholder. VAT may also be treated differently depending on whether VAT will actually be incurred. Before accepting an offer, ask the insurer to explain the settlement basis and provide a clear breakdown of the calculation.
The wording used by the policyholder does not, by itself, determine how the insurer should calculate a settlement. Instead, ask the insurer to confirm the settlement basis, the policy term being relied upon and how the figure has been calculated.
If your own repair quotations are higher, provide the relevant evidence and ask the insurer to explain any difference. Also check whether the proposed payment is intended to be full and final. Do not assume that further costs or later-discovered damage can automatically be added after a settlement has been accepted.
If you are unsure how a property insurance settlement has been calculated, you can speak to Independent Loss Adjusters for free initial advice. We can discuss the current claim position and explain whether further review may be appropriate before you decide what to do next.
The Financial Ombudsman Service (FOS) can consider eligible complaints after the insurer has had the opportunity to deal with the complaint through its own process. For most insurance complaints, the insurer normally has up to eight weeks to issue a final response.
If the policyholder remains dissatisfied, or the relevant response period has expired, they may be able to refer the complaint to the Financial Ombudsman Service. A referral will generally need to be made within six months of the insurer’s final response, although limited exceptions can apply.
Claire described her own experience of a complaint that took more than six months to reach a decision. Timescales vary, so policyholders should focus on presenting the disputed issues, policy wording and supporting evidence clearly rather than assuming that a particular complaint structure will produce a faster outcome.
Alternative accommodation is usually considered where insured damage makes the home uninhabitable, but the exact cover depends on the policy wording, applicable limits and the circumstances of the claim.
Accepting a cash settlement does not automatically answer what happens to alternative accommodation. Before accepting a settlement, ask the insurer to confirm in writing whether accommodation remains covered, for how long and subject to which policy limits or conditions.
Some policyholders prefer the insurer to arrange accommodation, while others may agree a different arrangement. The important point is to confirm the position and any agreed costs in writing.
Michael and Claire’s conversation highlights why policyholders should take an active role in their insurance claims. This may include reviewing repair schedules, asking questions about settlement calculations and obtaining independent professional input where the circumstances justify it.
Understanding the policy wording, keeping clear records and checking the evidence behind important decisions can make the claims process easier to follow. Where something is unclear or disputed, policyholders can ask the insurer to explain its position and consider appropriate independent advice.
The key message is to stay informed rather than make assumptions. The insurer and its representatives have their own roles in assessing the claim, while the policyholder should make decisions based on the policy terms, the available evidence and their individual circumstances.
On behalf of ILA, a big thank you to Claire Massey for taking part in our very first insurance advice podcast.
Feedback From Clients Who Needed Claim Support
When your property claim feels uncertain, it can help to hear from people who have already been through the process. These testimonials show how Independent Loss Adjusters has helped clients deal with insurers, evidence, delays, settlement concerns and the practical steps needed to move a claim forward.
“Chris took a genuine interest in our case and verified all the facts before successfully overturning the insurer’s rejection. Chris continued on our behalf and ultimately successfully managed to recoup both our repair costs and consequential losses.”
“ILA have been fantastic throughout this process. I would highly recommend them.”
“We were at the end of our tether with the communication problem with the insurance and their appointed assessor. We contacted ILA and got an independent assessor Glenn Weatherall and his assistant, they couldn't do enough for us."
“Glenn and Sue were very professional throughout and helped me win my claim against Zurich insurance for a bathroom leak. They arranged everything and kept me updated throughout.”
“From the very beginning, they demonstrated exceptional professionalism, in-depth industry knowledge, and genuine care for my situation. Their attention to detail and persistence resulted in a settlement that was both fair and far more comprehensive than I could have achieved alone.”
“We were really struggling with our insurance claim until we decided to use ILA. Glen and Sue took charge of the claim and took the worry away from us. Thank you both for your help and support throughout the process.”
These testimonials describe individual clients’ experiences. Outcomes depend on the policy wording, evidence and circumstances of each claim.
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Loss Adjuster Guides
Practical guidance on preparing, documenting and progressing an insurance claim, including what to do when questions, delays or disputes arise.
Making a Claim Guides
Clear explanations of common insurance terms, policy wording and claims terminology to help you understand correspondence, decisions and the claims process.
Insurance Terminology GuidesCLEAR, PROFESSIONAL CLAIM SUPPORT
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.
ILA is appointed by homeowners, landlords and businesses, not by the insurer handling their claim.
Our team brings experience across insurance claims, loss adjusting, damage assessment and settlement review.
We review the policy, correspondence and available evidence before explaining what appears clear and what may need further work.
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PROPERTY DAMAGE CLAIMS
Different types of damage bring different questions about evidence, repairs and cover. Choose the claim type below to see how ILA may be able to help.
We can help assess water damage, organise the evidence and present the claim under your policy.
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We review the damage, repair scope and reinstatement costs to help you understand the claim position.
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We assess the interruption, financial records and policy position when insured damage affects trading.
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We review the damage, circumstances and evidence after vandalism or deliberate damage.
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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.
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