Home insurance delays

Elaine853

Hi. I am so frustrated with my home insurance claim that I thought I would reach out here to see if my experience is normal.

I had a water escape in my kitchen ceiling on 3rd January. It took the insurance over 4 weeks to put in a dehumidifier in the room. The loss adjuster is putting so many barriers in the way it's crazy…2 weeks to do a report, 6 days to authorise an asbestos test because they refused to respond to requests made by THEIR appointed contractor. I literally have 10 x typed A4 pages of notes of delays, lies and excuses. I am in temp accommodation but have to beg for extensions to it because the liss adjuster knowing that I won't be back on my house by 3rd March is unwilling to extend fir a couple of weeks.

It is a relatively small claim but I am literally having to do all the chasing because the insurance company seem to have lost control of the situation.

Is this a normal experience? I've never claimed before. Thanks.

mills705

https://forums.moneysavingexpert.com/discussion/6655481/home-insurance-delays

People on here will tell you it is 'normal'

I had an insurance claim last year which also required AA - I had to chase the loss adjustor constantly, at the start his replies were within 24 hours. He then went quiet when my contents claims forms were sent back to him. I chased and chased and got paid out eventually.

The buildings side was OK but not the best, the company was not the best. I had to chase things up and he said he would but didn't.

Get onto your insurer - its their responsibility to ensure no claim is delayed unnecessarily. If you deem it necessary raise a formal complaint. You have evidence it seems.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6655481/home-insurance-delays

When there is a loss adjuster involved they are typically the ones control the claim. Most will have delegated authority to deal with the claim up to a substantial limit but some dont and have to go back to the insurer for approvals which adds time and VAT to the bill.

Normal is hard to judge as it depends on many factors. Clearly in a bad weather period things tend to be slower than in summer just because there is more demand on everyone. Sometimes things are very quick, wife had her bag snatched on a Friday and the money was in my bank by Monday lunchtime.

There can be some correlation to price, insurers can offer better prices by having less staff or paying third parties less and accept the consequences are longer wait times etc. Unfortunately price is often the driving reason why someone choses a particular policy to buy.