The Process

Whether you are dealing with an insurance company of EQC, the process is normally the same.  It follows a simple process:

• Notification. 
  You notify the claim to the insurer/EQC.  They will ask for simple details and usually appoint an assessor;
   
• Assessment. 
  The assessor looks at the damage, and reports to the insurer.  The initial report will usually be quite short, but will almost always contain:
  
  
  • A brief summary of the type and extent of damage;
  • A provisional estimate

After the preliminary report the assessor will usually be instructed to undertake a more detailed inquiry into the cost of repairs and this may often include advice from experts (like engineers) and estimates from repairers.  Sometimes an insurance assessor may use a specialist quantity surveyor.
The assessor will report back to the insurance company with more detailed advice and seek instructions on whether to proceed.
Remember – you are entitled to see these reports and should not be afraid to ask for copies and point out any disagreement or errors.  It is at this stage that you might want to think about getting independent advice if what the assessor says seems unfair

• Settlement. 
  The insurance company will either directly with you or through the assessor make a proposal for settlement.  If:
  
  
  • The insurance company offers to repair, ask (in the case of larger jobs) to see
    
    - The specification for work;
    - Any expert’s reports;
    - Background on the expertise, reputation and experience of the proposed repairer
     
  • The insurance company proposes a cash settlement.  Be careful that the proposal is sufficient to cover the costs.  Often insurance companies will ask you to sign a discharge and if you do you may not be able to come back for more if it turns out to be insufficient to do the job.  This may be because of
    
    - In the case of repairs, unidentified damage
    - In the case of replacement or total loss – a low valuation provided by a valuer retained by the insurance company.
    - In the case of replacement, or repair overly optimistic (low) estimates by builders or repair companies that have no intention of doing the work themselves.