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Your insurers may require that the processing of your claim is overseen by an independent third party. Insurers appointment of adjusters varies from one insurers to another, but where there may be areas of discussion, this will ensure your claim is treated quickly, effectively, and fairly.
The adjusters will make every effort to deal with your claim, fairly, promptly and courteously. If you may be concerned about the involvement of a loss adjuster, we can put your mind at rest by answering some frequently asked questions.
What is a loss adjuster?
Insurers appoint loss adjusters in order to assess your claim from an impartial viewpoint, addressing the concerns of both the policyholder and the insurer, with the aim of achieving a fair outcome to the benefit of both parties, within the terms of the policy.
Why have my insurers sent a loss adjuster - what's wrong?
Insurance companies usually appoint loss adjusters on any claim over a set value, often as little as £500. Believe it or not, your insurance company does want to pay your claim. In most cases, they do not have staff who carry out external visits so they appoint an outside party.
How can a loss adjuster be impartial if they are paid by the insurance company?
The adjusters work to the Codes of Conduct published by the Chartered Institute of Loss Adjusters, the General Insurance Standards Council and Association of British Insurers. These require the adjuster to act amongst other things, with total fairness and honesty. There are different codes of practice for adjusters outside of the united kingdom.
Do loss adjusters get paid for reducing my claim?
No, the level of charges tend to be based on the amount you receive not the amount saved.
Why have my insurance company sent someone from a different company rather than one of their own people?
Several reasons. Since the loss adjuster will be from a separate company, your can be assessed from an independent viewpoint. Loss adjusters can offer practical advice and help during what sometimes can be an extremely harrowing experience.
Since the loss adjuster works for an insurance company, should I have someone to represent me?
We would suggest that you don't do this until you have had a chance to meet with the loss adjuster and discuss how to work together to progress your claim. You can then decide if this is necessary.
What can I do before the loss adjuster visits?
Please carry out any emergency measures to prevent any further loss or damage. Take photographs before any work is carried out. Have available for the loss adjuster as much documentation as you can including, estimates for all necessary repairs and replacement.
What type of questions will the loss adjuster ask?
The loss adjuster needs to understand what has happened and will ask you to explain in as much detail as you can remember. It may help to make some notes to assist your memory. They will also ask about your previous insurance history. It may help to save time if you can have available details of your insurances for the previous five years including the name and address of the insurance company(ies), the policy number(s), and details of any claims made, whether paid or not.
Once my claim has been agreed, what happens next?
Once a figure has been agreed with you, the loss adjuster will issue their report recommending payment. Payment is usually arranged by London Special Risks Ltd.
What action can I take if I am not happy?
We hope this will not be the case. If you are dissatisfied, we would encourage you to write setting out your problem. We promise to listen to what you say and to investigate, quickly and fairly. We will then contact you with the aim of resolving any outstanding issues. If we cannot agree a way forward, your policy document will, normally, outline the procedure which must be followed.