HOME iNSURANCE CLAIM. DEPRESSED AND UPSET. Plz advice!

dacouch

Which Insurer was that paint pot

geri1965_2

paintpot wrote: »

He had the nerve to ask me if the drying company had been appointed.

Oh, the bare faced cheek of it, asking you a genuine question.

paintpot

geri1965 wrote: »

Oh, the bare faced cheek of it, asking you a genuine question.

Having been pressing for the drying company company to be appointed and being told to wait I would have expected the loss adjuster to know what had or hadn't been done or for him to have instructed them himself prior to his visit. It was also perfectly apparent that there were no fans or dehumidifers installed. However, had he not been such a difficult person to deal with and one who it transpiresd doesn't know how to read an insurance policy I might have let this pass.

The insurer was NU who have actually been quite helpful.

abhiman

Hi,.
My update is that I have spoken to the claims deptt again and have told them again that my house has been wet since last 5 weeks and no remedial measure has been taken yet. They have registered a complaint against our LA and have asked us to call on monday morning when they will be talking to the LA on the same line and then us.
I have decided to ask for a restoration company to be involved and a senior person to deal with our case promptly giving us exact dates and schedule of our work. Also, I would be asking him the reason to lie us giving us wrong information.
Is their anything else I should be asking them to do?

geri1965_2

paintpot wrote: »

Having been pressing for the drying company company to be appointed and being told to wait I would have expected the loss adjuster to know what had or hadn't been done or for him to have instructed them himself prior to his visit.

Very often insurers instruct a drying company prior to the loss adjuster being instructed, and if he has been out on visits all day or for a couple of days straight then he may not be in a position to know what's going on, or had time to get himself updated before calling on you.

You would be the first to complain if he couldn't fit your visit in due to catching up on other claims, no doubt.

I don't think you understand how busy loss adjusters are during a surge situation - sometimes they are out on calls until 7pm at night with calls every day for a couple of days solid, and then they have to try and fit in all the paperwork, submitting reports etc. in between.

So I don't think it's unreasonable to ask that question, sorry. Better to ask and be told no than make assumptions and get things wrong later on and cause the claim to be delayed.

FlameCloud

People also don't seem to understand just how little info we get sometimes from insurers! I once went out to a claim where the FNOL (first notification of loss) form from the insurer said something along the lines of-

"PH has had minor EOW. Damage to living room ceiling and carpet"

Get to site, there are three ceilings fallen down, the majority of the contents in the living room are under plasterboard and the joists were rotten. It ended up being reserved at over £100K.

abhiman

Hi again,

See I'm myself a professional and work with NHS and I do understand what it means by being 'busy'
I don't think thr can be any justification of lieing to your clients. Also, they should know how to priortise thr work load as thr duty is to assess the loss and take appropriate steps to reduce the loss. If they are just assessing in thr heads and not doing the reports or taking any steps then it is the major failing on thr part.
I don't expect things to happen overnight but I do expect transparency in my dealings.

FlameCloud

abhiman wrote: »

Hi again,

See I'm myself a professional and work with NHS and I do understand what it means by being 'busy'
I don't think thr can be any justification of lieing to your clients. Also, they should know how to priortise thr work load as thr duty is to assess the loss and take appropriate steps to reduce the loss. If they are just assessing in thr heads and not doing the reports or taking any steps then it is the major failing on thr part.
I don't expect things to happen overnight but I do expect transparency in my dealings.

It is the policy holders duty to reduce any loss. This will be detailed quite clearly in your policy book.

Lindy_Loo_3

FlameCloud wrote: »

It is the policy holders duty to reduce any loss. This will be detailed quite clearly in your policy book.

Sorry to be thick but could you elaborate more on this? To me this reads that a policy holder should be looking to do things such as obtain quotes or source replacement products at the most competitive price and I was under the impression that this is dealt with by the loss adjuster? Sorry if the answer is glaringly obvious but I only ask because it was suggested with Crawford and Co that we purchase a sofa bed and move into our new house (as the old house has been taken back by the landlord) to save money on hotel costs etc but since this was suggested nearly 2 weeks ago, it's not been mentioned again. . . . .

FlameCloud

In order to obtain indemnity on a insurance policy, the policy holder needs to do two things-

1. Prove that he has suffered a loss
2. Prove the extent of that loss.

Given that you can only really prove point 2 by obtaining quotes it is really the responsibilty of the policy holder (although sometimes adjusters/insurers will arrange there own builders/suppliers to have a look).

With regards to the quoted bit the policy holder has a duty to act as though they are uninsured in seeking to mitigate any loss. This would mean for example if you had a burst water pipe it would fall to the policy holder to sort it out as soon as possible before it causes more damage, as you would do if you had to pay for the damage yourself.