Your On Track 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.
For further information click on the guidance notes
below:
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 Everitt Boles.
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.
