An insurance company will appoint a Loss Adjuster to handle and investigate claims. They are often used by insurance companies when the claim is complex, high-value or suspicious of fraud.
A Loss Adjuster will likely ask you a variety of questions when investigating your claim. The nature of your claim will determine the questions they ask. However, these are common questions.
- The personal details of the people who live at the Insured property will include their names, dates of birth, and occupations. This is done to verify who is living there and what is covered under the Insurance policy. The occupations will indicate whether the claim is in line with the policyholder’s lifestyle.
- What length of time you have lived at the Insured Address and confirmation about whether the building is yours or someone else’s.
- Information about the property – For buildings, this might include the age of the property, number and type of heating system. This helps to establish if there are any property features that pose a greater risk to Insurers. It also allows you to determine if your coverage / sums insured are sufficient and if you are paying enough premium (if not, it can result in a financial penalty for your claim).
- If your current policy is less than one year old, this information will be asked along with confirmation of any claims that were submitted in the past five years. This is done to verify that you have not disclosed any previous claims. If there are concerns, or if your current policy is less than one year old, checks are made via the national claims database CUE. Insurers can refuse to pay your claim and cancel your policy if they find any claims you didn’t disclose.
- Whether any of the persons who live at the property have been served with bankruptcy orders, CCJ’s or other similar proceedings. If this information is not disclosed to your insurance company, it can affect your claim/policy. People with bankruptcy orders or CCJ’s are considered higher-risk to insure and the Insurer may refuse to cover them.
- The circumstances that caused the loss/damage. This is done to allow a picture of the claim to be constructed and to determine if insurance cover is in effect. Also, to establish if there are any concerns about Third Parties who could be responsible for the loss/damage (e.g: a neighbor).
- What you did right away after the incident, ie: called plumber. This will help you to understand what happened, and to make sure that your actions were appropriate given the circumstances.
- What documentation do you have to support your claim? Original receipts, estimates of repair, photos, etc. These documents can prove that you own the item or their value, as well as the costs of repair or replacement if the Insurers do not use their own suppliers.
If the circumstances are unusual, or inconsistencies are found in the information provided, it is possible that additional questions will be asked. On occasion, the Adjuster might also ask for a statement which may be signed by you. It is important to be truthful if this happens. Any discrepancies that are not in line with the statement can lead to serious problems.
The Adjuster will inspect the property for visible damage. They will take photos and measure rooms.
Knowledge is key to a successful claim for household insurance.
