Do I have to use my insurer’s contractor?

Start with your policy and the proposed settlement

Ask your insurer how it proposes to settle the claim and whether you can put forward your own contractor. There is no single answer that applies to every policy or claim. Do not assume a quotation from Premier will automatically be accepted or paid.

The Financial Ombudsman Service explains that policies commonly give insurers options to repair, replace or pay cash. If you choose cash instead of an available insurer-arranged repair, the amount may be limited to what the insurer would have paid its own contractor.

Questions to put to the insurer

• Can I submit an alternative contractor’s itemised quotation for the agreed damage?
• What scope has been authorised, and who approves any additional work?
• Would a cash settlement change the amount payable or my responsibility for arranging repairs?
• How will the excess, VAT and any uninsured work be handled?
• Who would I contact about workmanship or a dispute under each option?

Keep the instruction clear

Before arranging work, identify the person contracting with the builder and the person paying the invoice. Ask for the repair scope, exclusions, access arrangements and payment terms in writing. The insurance decision and the repair instruction need to fit together.

If you want Premier to consider the work, share the postcode, photographs, the insurer’s scope and the quotation requirements. Tell us what has already been approved and whether you are enquiring as the owner, landlord or an authorised professional.

If the scope or settlement is disputed

Ask the insurer to explain its decision and the route for a formal complaint. The Financial Ombudsman Service describes how complaints about home insurance settlements can be considered. Keep correspondence and the competing repair scopes together.

Read about insurance reinstatement or use our professional enquiry route for an organisation-led instruction.