Insurers have a set complaints procedure and this is often detailed in the insurance policy itself.
However, when is a expression of dissatisfaction actually a complaint?
Insurers often use any slight hint of dissatisfaction to justify escalating your issue to complaint level – this triggers a final response and a suggestion that if you are unsatisfied it should be referred to the ombudsman.
This trick cleverly avoids the need to for open discussion and pragmatism, and forces the customer to either accept the outcome or send it to the ombudsman, which can be and time consuming and a gamble.
This is where a loss assessor can be useful – bridging the gap and negotiating a settlement based on expertise in this process – one that the policyholder has no experience in fighting.
Often, confrontation can be avoided by careful negotiation with your insurer.