House Insurance Claim - Optional Third Party Mandate Coercion

Valkyrie888

Hello,

HAS ANYONE HAD EXPERIENCE WITH A THIRD PARTY MANDATE BEING COMPULSORY?

Loss Adjuster from QuestGates had instructed QuestGates Surveying Services to do a scope of work for my claim - they asked me if I wanted the QGSS surveyor to act on my behalf - I said no.

Over a period of 3 months, I got 3 written requests for to sign the third party mandate.

1. May 2026. QGSS sent a third party mandate request for the strip out and reinstatement of my house - appointing them as my surveyor and giving them authority to instruct contractors on my behalf, make financial decisions but making me the employer of the contractors, taking on the CDM 2015 and project management.
2. June 2026. I received a further mandate request stating my claim was on hold because I had not signed the mandate. AXA denied this and had not authorised it.
3. July 2026. I received a third mandate request and was despite saying it was optional in the letter, I was told it was compulsory and because I had not signed it, my policy was cancelled due to alleged non-cooperation.

I gave authority in writing to commence strip outs and paid for a mould and pathogen survey and electrical safety test as the loss adjusters were dragging their feet.

I have been coerced into accepting AXA's closed loop - the appointed QG who appointed QGSS who will not do the claim unless I sign the third party contract which places me at a huge disadvantage.

Any experience would be much appreciated.

Worried_fool

Are you making a claim as a private individual, or as a business?

If you are consumer, use your insurer's complaints procedure and if necessary proceed to the Ombudsman. If you are a business, take professional advice.

Valkyrie888

https://forums.moneysavingexpert.com/discussion/comment/82183955#Comment_82183955

Hi, I am a private individual - I have just complained the FOS and the Senior Investigator has determined that mandates are an industry standard and so will not challenge the insurer - she has said that because I refused to sign the mandate, I have turned down the insurers network and will get shafted as a result.

Worried_fool

https://forums.moneysavingexpert.com/discussion/comment/82184098#Comment_82184098

Not good. Do be aware that the investigator is not the Ombudsman: you can disagree with their suggestion and then the Ombudsman makes the final decision.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82184944#Comment_82184944

an ombudsman, the ombudsman is James Dipple and doubt he seems many of the 200,000 or so cases the FOS has a year.