Struggling with your insurance claim after a disaster? Michael Williamson, founder of Independent Loss Adjusters (ILA), and Claire Massey, policyholder advocate from Claim Guardians UK, break down the most common roadblocks homeowners face when making insurance claims. In this video, they discuss why claims get delayed, damages get overlooked, and why insurers often don’t provide the transparency you deserve. Learn how to protect yourself, understand your rights, and take control of your claim. With actionable tips on hiring independent surveyors, reviewing repair schedules, and navigating cash settlements, this video is essential viewing for anyone dealing with an insurance claim.
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Navigating Insurance Claims: Key Insights with Michael Williamson & Claire Massey
Navigating the insurance claims process can be confusing and frustrating, especially when you're dealing with the aftermath of disasters like water damage, fire, or flooding. In this insightful discussion, Michael Williamson, founder of Independent Loss Adjusters (ILA), and Claire Massey, founder of Claim Guardians UK, explain how to avoid common pitfalls and ensure that you’re treated fairly by your insurer.
Whether you're facing claim delays, unsatisfactory repair offers, or are struggling with a cash settlement, Michael and Claire offer actionable advice to help you stay in control.
🔍 Detailed Breakdown of Key Topics:
1. Common Issues with Insurance Claims.
Delays in Processing: Claire explains how insurers sometimes stall claims by delaying essential repairs, like sending out drying teams after water damage. This can lead to additional problems, like mould or structural issues, that could have been prevented.
Overlooked Damages: Michael discusses how budget insurers may cut corners, resulting in incomplete evaluations and missed damage, which forces homeowners to live in unsafe conditions.
2. Why Hiring an Independent Surveyor Matters.
Michael and Claire stress the importance of having an independent surveyor evaluate your property instead of relying solely on the insurer’s appointed surveyor, who may be biased. You have the right to hire your own surveyor, and the insurer should cover these fees if they’re justified.
Joint Appointments: Michael suggests asking for a joint appointment with the insurer’s surveyor to ensure transparency so that both parties have access to the same information and reports.
3. Understanding the Repair Schedule.
Incomplete Schedules: Claire shares real-life examples of how vague or incomplete repair schedules can lead to unexpected out-of-pocket expenses. Essential repairs like mould removal or structural fixes are often omitted from the insurer’s initial assessment.
Specialised Software Issues: Michael explains that insurers use software to generate repair schedules, which can miss key details, like proper cutouts for sinks or appliance fittings. Homeowners should review these schedules carefully and seek professional help to avoid missing crucial repairs.
4. The Cash Settlement Trap: Avoiding Reduced Payouts.
Negotiation Tips: Michael warns against accepting "cash settlements," which are often reduced by insurers through deductions like VAT or discounts. Instead, homeowners should request to "manage their own repairs," which ensures a full payout for the necessary work.
Future Claims: Even if you accept a cash settlement, Michael reminds homeowners that the insurer is still responsible if additional damage is found later during repairs. Don’t assume the settlement closes the claim completely.
5. How to Navigate Complaints with the Financial Ombudsman.
Slow Resolution Process: Claire shares her personal experience with the Financial Ombudsman Service (FOS), where it took over six months to resolve her claim. Michael advises breaking down complex complaints into smaller, more manageable parts for faster resolution.
Expertise Lacking at FOS: Michael believes the FOS should bring in more industry experts to handle the growing number of complaints and better understand the complexity of claims.
6. Alternative Accommodation: Ensuring Continued Support
Ongoing Coverage: Many homeowners worry that accepting a cash settlement will terminate their right to alternative accommodation while repairs are being made. Michael clarifies that insurers are still obligated to provide housing support even after a cash payout, and he advises getting this in writing.
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