Underinsurance in UK Property Claims: How to Avoid Being Underinsured
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What to do if Your Insurance Company is Stalling Your Claim in the UK!
How to Act When Your Insurer Delays - Get Your Insurance Claim Moving Forward.
Written by Darren Carter. Last Updated on October 12, 2026
Is Your Insurance Claim Stuck in Slow Motion? Here’s How to Take Action!
Say No To Added Stress With Your Insurance Claim.
An insurance claim can become frustrating when progress is unclear or decisions appear to be taking longer than expected. This can be particularly difficult when you are dealing with damage to a home, rental property or business.
Not every delay means an insurer is deliberately stalling a claim. Complex damage, missing information, specialist reports or questions about policy cover can all affect progress. However, insurers are required to handle claims promptly and fairly and provide appropriate information about their progress.
In this guide, we explain what to do if your insurance company appears to be stalling your claim in the UK. We also explain when a formal complaint may be appropriate and how a policyholder-appointed Independent Loss Adjuster may be able to help.
What Can I Do If My Insurance Claim Is Taking Too Long?
If your insurance claim is taking longer than expected, start by finding out what is outstanding and what needs to happen next.
- Review the policy and claim position.
Check the relevant cover, exclusions, conditions and any information the insurer has requested. - Ask what is outstanding.
Request a clear explanation of any remaining evidence, inspection, report or decision that is holding up progress. - Keep good records.
Retain important emails, letters, photographs, reports, estimates and notes of telephone conversations. - Ask for progress updates.
If little appears to be happening, ask when the next material step is expected and who is responsible for it. - Escalate concerns where appropriate.
If progress remains unclear, consider raising the issue with a senior claims handler or through the insurer’s complaints process. - Consider independent claim support.
If the claim is complex, substantially delayed or difficult to manage, a policyholder-appointed claims professional may be able to review the position and communicate with the insurer.
What To Do When an Insurance Company is Giving You the Runaround?
If communication is unclear or the insurer repeatedly requests further information, first establish why the additional steps are needed.
- Ask for explanations in writing. If progress is unclear, ask what is outstanding and why it is relevant to the claim.
- Clarify repeated information requests. If you have already supplied a document or answer, confirm whether something different or additional is required.
- Refer to the FCA claims-handling standard. Insurers are required to handle claims promptly and fairly and provide appropriate information about progress.
- Use the complaints process where appropriate. If you believe the delay has become unreasonable, you can make a formal complaint.
- Consider independent support. A policyholder-appointed claims professional can review the available evidence, insurer communication and current claim position.
How Long Should an Insurance Company Take to Settle a Claim?
Under FCA rules, insurers must handle claims promptly and fairly. They must also provide appropriate information about the progress of a claim and settle it promptly once settlement terms are agreed.
However, there is no single regulatory deadline for completing every property insurance claim. The time required will depend on the circumstances and complexity of the loss.
Why Claim Settlement Timeframes Vary
Factors that can affect how long an insurance claim takes include:
- Extent of the damage: Significant fire, flood, escape of water or structural damage may require more investigation.
- Specialist evidence: Surveyor, engineer, contractor or other professional reports may be needed.
- Outstanding information: The insurer may need further evidence, repair estimates or clarification before making a decision.
- Policy issues: Questions about the cause of damage, policy cover or exclusions can extend the process.
- Complex financial losses: Business interruption or other substantial losses may require additional evidence and calculation.
- Settlement disagreements: Differences over the repair scope, costs or proposed settlement can take additional time to resolve.
The key question is whether the insurer is progressing the claim reasonably, explaining material delays and providing appropriate information about what happens next.
Delayed Claims: When to Take Action
If your claim has exceeded reasonable timeframes, or your insurer keeps making excuses, it’s time to escalate the matter.
How Do I Complain About an Insurance Company?
If you believe your insurance claim has been delayed unreasonably, you can make a formal complaint to the insurer. Keep the complaint factual and explain what you want the insurer to address.
1. Raise a Complaint with Your Insurer.
Send the complaint through the insurer’s complaints process and keep a copy.
Include:
- A short summary of the claim and the delay you are concerned about
- Important dates and relevant correspondence
- Any unanswered questions or outstanding actions
- What you would like the insurer to review or resolve
For most complaints, the insurer must send the appropriate written response within eight weeks. It should also keep you informed while the complaint is being considered.
2. Escalate to the Financial Ombudsman Service (FOS)
If you remain dissatisfied with the insurer’s final response, or the applicable eight-week complaint period passes without the required response, you may be able to refer the complaint to the Financial Ombudsman Service.
The Ombudsman will consider whether the complaint falls within its jurisdiction and, where appropriate, investigate the circumstances. If it concludes that the insurer has treated you unfairly or made a mistake, it may require the business to take steps to put matters right.
You normally need to refer the complaint within six months of the date on the insurer’s final response. Different rules or exceptions can apply, so check the Ombudsman’s current guidance if you are unsure.
3. Seek Professional Help from Independent Loss Adjusters
If the claim itself remains difficult to manage, Independent Loss Adjusters may be able to provide policyholder-side claim support. We can review the available evidence, insurer communication and settlement position and explain how we may be able to assist.
How Independent Loss Adjusters (ILA) Can Help with Delayed Claims
When Independent Loss Adjusters is appointed, we work for the policyholder rather than the insurer. If a property insurance claim has become delayed or difficult to manage, we can review what has happened so far and identify what information, decisions or actions remain outstanding.
1. Claim Management & Advocacy
Where we are appointed to do so, we can manage much of the communication and claim administration. We can also ask the insurer to clarify outstanding actions, evidence requirements and the current claim position.
2. Damage and Evidence Review
We can review the available damage evidence, repair information and relevant costings. Where specialist technical evidence is required, this may also involve working alongside an appropriately qualified surveyor, engineer or other professional.
3. Negotiation with Insurers
Where settlement issues arise, we can discuss the insurer’s position and provide relevant evidence or cost information on the policyholder’s behalf. The outcome will depend on the policy wording, evidence and circumstances of the claim.
4. Escalation & Complaint Handling
Where appropriate, we can help organise information relevant to a complaint about the insurance claim and support you in explaining the claim position. The Financial Ombudsman Service has its own eligibility, evidence and procedural requirements, and the outcome of any complaint is for the Ombudsman to determine.
Conclusion
A delayed insurance claim can be frustrating, particularly when you do not know what is causing the lack of progress. Start by asking the insurer what remains outstanding and when the next material step is expected.
If communication has broken down or the claim has become difficult to manage, an Insurance Claims Management service may be able to help organise the evidence, manage insurer communication and review the current claim position.
Independent Loss Adjusters can provide free initial insurance claim advice. We can discuss the delay, review the information you have and explain whether ILA may be able to help.
The initial conversation is free and does not commit you to appointing ILA. If you choose ongoing claims management, the scope of service and applicable fees will be explained before you proceed.
Call 0800 002 5178 or use the button below to request a callback.
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 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.
“From the first call they just knew what they were doing. They were easy to talk to, always kept me updated and nothing ever felt like too much trouble.”
“ILA are superb at engaging, on your behalf, with insurance companies. They take ownership of the situation for you and work with you to deliver a tremendous outcome. If your insurance claim has stalled, I would recommend you contact Glenn and Sue at ILA - You will be in exceptionally capable hands.”
“Friendly and competent staff.”
“Thoroughly investigated my issues with my insurers and loss adjusters. Took all the pressure off, kept us informed on every step along the way. Suggested corrections to the loss adjusters, which were accepted, and finally achieved a settlement figure almost twice the amount originally offered.”
“Independent Loss Adjusters team Glenn Weatherall and Sue Young have been the most helpful and dedicated team working on our behalf during what was a very difficult insurance claim. They are one of my most very professional company I have ever had the pleasure to work with.”
“What can I say about this Company, nothing but AMAZING. We felt like they were our friends, totally on our side. The communication is just fantastic and they just keep going and going to the end.”
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.
Policyholder-Focused
ILA is appointed by homeowners, landlords and businesses, not by the insurer handling their claim.
Experienced Claims Team
Our team brings experience across insurance claims, loss adjusting, damage assessment and settlement review.
Evidence-Led Guidance
We review the policy, correspondence and available evidence before explaining what appears clear and what may need further work.
FCA Authorised
Our regulated status supports clear information, appropriate conduct and fair treatment throughout the customer journey.
Independent Loss Adjusters Ltd is authorised and regulated by the Financial Conduct Authority for insurance distribution activities.
Need Clearer Direction on Your Claim?
Tell us what has happened and where the claim currently stands. We will review the initial information and explain whether ILA may be able to help.
Every claim depends on its individual circumstances, supporting evidence and policy wording. No particular outcome can be guaranteed.
PROPERTY DAMAGE CLAIMS
Help with 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.
Flood Damage Claims
We can help assess water damage, organise the evidence and present the claim under your policy.
Flood Damage Claim Help
Fire Damage Claims
We review the damage, repair scope and reinstatement costs to help you understand the claim position.
Fire Damage Claim Help
Business Interruption Claims
We assess the interruption, financial records and policy position when insured damage affects trading.
Business Interruption Help
Malicious Damage Claims
We review the damage, circumstances and evidence after vandalism or deliberate damage.
Malicious Damage Claim Help
Impact Damage Claims
We can assess collision or impact damage and review the repair evidence and settlement position.
Impact damage claim help
Theft Insurance Claims
We help organise supporting evidence and review the claim position after burglary or theft.
Theft Claim HelpRequest Free Initial Insurance Claim Advice
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.
What Happens After You Request a Callback?
When we speak, we’ll ask a few initial questions about the damage, your insurance policy and the current position of your claim.
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.
If you’d prefer to speak to us directly, call 0800 002 5178.
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