Record number of complaints to IFSO
The Insurance & Financial Services Ombudsman Scheme (IFSO Scheme) received a record number of enquiries in the past year - close to 5,000, a 21% increase on the previous year.
If damage is caused, Stevens warns against throwing everything away in order to clear it up quickly.
“Take a breath – although clearing up is only natural, this is a critical time to get it right,” she says. “Providing it’s safe, take photos or videos of damage and make a list of all things affected. It’s important to establish to your insurer what has been damaged and prove ownership.”
Stevens says this will make the claims process easier.
She recalls a case where a homeowner made a list of all damaged items she had thrown away and sent it to her insurer.
“There is no proof in these cases that the goods even existed or were owned by the claimant.”
Stevens says that in a case like that, insurers are within their rights to ask for more evidence.
“A list of photos of items claimed, and/or receipts, are much more compelling.”
People are expected to do repairs that are necessary to prevent further loss, but they should make non-essential repairs only after talking to their insurer. Insurers can have differing opinions to homeowners on what are essential repairs, for example, pulling up and disposing of the carpet.
“If in doubt – check it out with your insurer. If you have a financial adviser, get in touch with them.”
Stevens says that making a thorough claim early is good practice.
“There’s no such thing as a silly question – if you don’t know what’s covered, go ahead and ask!” Stevens says. “Check exactly what you need to do to make a claim, then ask them to provide it in writing. It will save you delays in going back to get the information you missed the first time.”
