Last updated: 02 November 2025

Dealing with Your Insurance Company

Good communication turns a stressful claim into a manageable project. This page shows you how to work with your insurer, loss adjuster, and contractors so everything stays clear, fair, and on track.

Get organised early

• Create one email thread with your claim reference in the subject.
• Keep a simple log: dates, who you spoke to, agreed actions.
• Store photos and documents in one folder you can share if asked.

Set expectations

Ask for likely timelines: inspections, drying, quotes, and repairs. Note who is responsible for each step. If you don’t understand a decision, request it in writing with the policy wording referenced.

Loss adjusters vs contractors

The adjuster validates the claim; contractors repair the damage. Be courteous but precise. Confirm access requirements, pet safety, and who will be present.

Cash settlement or managed repair?

Managed repairs reduce admin but mean you use the insurer’s network. Cash puts you in control but transfers project management to you. Ask whether the settlement includes VAT and disposal, and whether matching items are considered.

When things stall

• Chase politely with specifics: “We agreed X on [date]; can you confirm the status?”
• Escalate to a team leader if deadlines are missed repeatedly.
• Use the complaints route if you can’t resolve it.

Clarity and brevity are your allies. Short emails, labelled photos, and a clear ask make it easier for the handler to help you fast.