Buildings insurance claims can be complex, but some insurers are falling short of property owners’ expectations.
Analysis by consumer group Which? has revealed that buildings insurance generates the most complaints in the sector. Compared to last year, gripes have risen by 42 per cent, and 35 per cent of cases handed to the Financial Ombudsman Service ruled in favour of the policyholder.
The cause of complaints can vary, but here’s our list of the top five grumbles and how to take the stress out of the claims process:
1. Slow handling of claims
Depending on the extent and type of damage caused to a property, the time it takes to process a claim can vary significantly. In some cases, this can be frustratingly slow for building owners causing additional stress and delaying the repairs process. For example, according to a Which? survey, subsidence claims are usually the slowest to resolve leading to high numbers of dissatisfied policyholders. Claims for damage caused by high winds, heavy rain or hail were second poorest for satisfaction.
The complexity of these types of claims is usually the reason for slow processing. Insurers will need to look very forensically at all documentation and the property damage to ensure they make the right decision.
In these situations, appointing a loss assessor from the outset can help to keep things on track. A loss assessor is also a claims expert who exclusively represents you so has your best interests at heart.
If you do decide to appoint a loss assessor, check they have the required qualifications to handle your claim, are authorised and regulated by the Financial Conduct Authority (FCA) for claim handling, and intend to act fairly.
At Sarrani, we can put you in touch with loss assessors that meet all these criteria and can work alongside them to ensure your claim is accepted and progressed as speedily as possible.
2. Lack of communication
Failing to provide regular updates on a claim’s progress is another cause of huge frustration for property owners. Being left in the dark is not uncommon and only serves to exacerbate a policyholder’s stress.
If your insurer has failed to get in touch when expected, don’t be afraid to chase them and request information. As above, a suitably qualified loss assessor can also assist with this. They can deal with your insurance company on your behalf, ensuring you are kept informed of the claims process and it is managed quickly and efficiently.
3. Unfair refusals
There are several reasons why a claim could be rejected. Most of these can be avoided but sometimes the reasons are genuinely unfair.
If you feel your claim has been unreasonably challenged, gather evidence to support your argument before complaining to your insurer. If the insurer does not handle your complaint satisfactorily, you can also approach the Financial Ombudsman Service. They will consider all the facts and attempt to reach a fair solution for all parties.
Alternatively, this is another area where an appropriately qualified loss assessor can help as they have the skills to dispute rejected claims relating to property damage. This may involve applying insurance law to support your case or sourcing expert reports to help demonstrate the damage was not caused by wear and tear or a lack of maintenance.
4. Slow and sub-standard building work
As highlighted by the Financial Ombudsman Service, some of the most common complaints relate to building work organised by the insurer. There are often concerns about the quality of repairs, the extent or method of repair as well as the time taken to complete the work.
These issues can be avoided by appointing your own property insurance repair specialist.
By instructing Sarrani to help for example, you will have access to our vast network of fully vetted contractors and partners, comprising some of the most highly skilled experts in the industry. You will also be appointed a dedicated project manager to coordinate the work from end-to-end and keep you updated on progress.
As part of this service, our experienced surveyors will provide a detailed quote based on sourcing materials and labour at competitive rates from our panel of approved contractors, and oversee the associated work from start to finish. They will also provide a comprehensive schedule of the approved building work, so you know exactly what has been agreed avoiding any confusion for all parties involved.
If you do decide to appoint your own insurance repairs company, always check they have accreditations from reputable bodies such as the Contractors Health and Safety Assessment Scheme (CHAS) and the Federation of Master Builders (FMB), and they’re fully insured to cover all the work they carry out.
5. Insufficient compensation to pay for repairs
Another typical complaint made to the Financial Ombudsman Service is that the insurer didn’t offer enough money to complete the repairs or replace what was damaged. This risk increases if you are unclear about what work is involved, the correct price and what your insurance policy covers.
To minimise the chances of an inadequate settlement, consider seeking specialist advice before you accept your insurer’s assessment. A loss assessor or surveyor can make the correct recommendations to your insurer and ensure all angles are covered.
Also ask the company quoting for your repairs to break down their costs so you can check they are including like-for-like replacement of damaged items and that this is in your policy too.
By appointing Sarrani, you can feel confident that nothing will be missed and no costs will be agreed unless they are sufficient to complete all the necessary work. Working in partnership with a loss assessor, we can liaise and negotiate with your insurer on your behalf to ensure you receive all that you deserve and are entitled to under your insurance policy.
For further information on smoothing the claims process and avoiding the need to complain, please contact us on 020 3006 3126 or email our experts at info@sarrani.com.