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Couple complain about their contents insurance after expected payment is reduced
Decisions and case studies / Case studies
burst pipe. He immediately phoned his insurer and a loss adjuster came to assess the damage and investigate
Published 07/03/2019 Last updated 11/07/2025
Accidental damage
For businesses / Complaints we deal with / Insurance / Home and buildings insurance
the outcome of a complaint. Loss Sometimes damage results in a loss of function. In other words, something... to an item, but also something that resulted in a loss of function so something can't perform the... a report, including photos, from a surveyor or
Published 08/03/2019 Last updated 31/07/2023
Settling home insurance claims
For businesses / Complaints we deal with / Insurance / Home and buildings insurance
in just before the loss or damage happened. If you agree that some or all of the loss or damage claimed... evidence/reports relied upon claim notes and correspondence loss adjuster notes a breakdown of any claims settlement... back in the position they were in
Published 11/03/2019 Last updated 31/07/2023
Consumer privacy notice
Privacy notice
other individuals or organisations such as a: loss adjuster hired by an insurance company medical
Published 29/05/2019 Last updated 15/09/2025
Underinsurance in home insurance complaints
For businesses / Complaints we deal with / Insurance / Home and buildings insurance
For example, expert valuations carried out by loss adjusters after the policy was setup or renewed last
Published 06/03/2019 Last updated 03/07/2023
Unfair to decline claim as insurer didn’t give enough guidance about rebuild cost
Decisions and case studies / Case studies
actually cost £600,000 to rebuild it, based on a loss adjuster’s valuation. And as it only insured homes... was given and she wouldn’t have had access to a loss adjuster’s valuation at that time. So we told the
Published 20/04/2023 Last updated 11/07/2025
Workplace pensions: transfers from a defined benefit scheme and the 'Pensions Review'
For businesses / Complaints we deal with / Pensions and annuities
benefits and how to calculate loss. If the consumer has suffered a financial loss, we’ll tell you to pay financial... look at those complaints – and the way any loss should be compensated – in a similar way. We’ll... complaint. And we’re likely to
Published 23/10/2019 Last updated 05/07/2023
Our policy on reasonable adjustments
Corporate information / Our corporate policies
or learning disabilities, brain injury or memory loss. So, depending upon the circumstances, we may also... Process (CVP) if the customer struggles (e.g. memory loss / numeracy difficulties) Restricted access to
Published 22/08/2022 Last updated 21/11/2024
Buildings insurance complaints hit a 10-year high
News
communication in cases involving third parties such as loss adjustors and surveyors Recent research by us... indicates that when a professional expert, such as a loss adjustor, is required in a case, communication between
Published 29/08/2024 Last updated 29/08/2024
If you need other additional support
Accessibility services
(ASD) or Dyslexia other conditions, such as memory loss or dementia There are other reasons why you
Published 06/03/2019 Last updated 21/11/2024
