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What is a loss adjuster? |
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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 satisfaction of both
parties, within the terms of the policy. |
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What can I do before the loss adjuster
visits? |
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Please carry out any emergency first aid measures
to prevent further loss or damage. Take photographs before any
work is carried out. Have available for our adjuster as much
documentation as you can including, where appropriate, contractors’
estimates for all necessary repairs and replacement.
If your claim relates to theft or accidental loss, have available
any documentation which proves ownership/value, such as purchase
receipts, repair/cleaning invoices, instruction manuals/guarantee
booklets, original packaging, valuations or photographs. |
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Why have my insurers sent a loss adjuster
- what's wrong? |
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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 organisation
- such as Carmichaels. |
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How can you be impartial if you are paid
by the insurance company? |
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We work to the Codes of Conduct
published by the Chartered Institute of Loss Adjusters, the
General Insurance Standards Council and the Association of British
Insurers. These require us to act, amongst other things, with
total fairness and honesty. |
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Do you get paid for reducing my claim? |
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No, the level of our charges is
based on the amount you receive - not the amount we save. |
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Why have my insurance company sent someone
from a different company rather than one of their own people? |
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Several reasons: As we are from
a separate company, we can assess your claim from an independent
viewpoint; we are experts whose sole business is the handling
of insurance claims; and because we can offer practical advice
and help during what sometimes can be an extremely harrowing
experience. |
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Since you work for an insurance company,
should I have someone to represent me? |
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We would suggest that you don't
do this until you have had a chance to meet one of our experienced
loss adjusters and discuss how we can work together to progress
your claim. You can then decide. |
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What type of questions will you ask? |
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We want 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. We will
also ask about your previous insurance history. It will 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.
Your insurance broker may be able to help you gather this information
together. |
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Once my claim has been agreed, what happens
next? |
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Once a figure has been agreed with
you, we will issue our report recommending payment. Where we
arrange replacement or repair, payment will be made directly
to the supplier. Otherwise, payment will normally be made to
you. Cheques are issued by your insurance company, normally
via your insurance brokers. |
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What action can I take if I am not happy? |
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We hope this will not be the case.
If you are dissatisfied, we would encourage you to write to
one of our Partners 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. |
