Why do some insurers discourage policyholders from using a Loss Assessor?

There have been cases of insurers trying to discourage policyholders from using a Loss Assessor recently. Learn why this is happening, what your rights are, and how to make sure your claim stays on track.

What to do if your insurer questions your decision to appoint a Loss Assessor

It’s not uncommon for policyholders to feel surprised, or even unsettled, if their insurer questions their decision to appoint a Loss Assessor. Some insurers have started sending emails that discourage customers from using an Assessor, suggesting that doing so may delay the claim or complicate the process.

At Morgan Clark, we believe you deserve clear, impartial information about your options. Here’s what to do if your insurer raises concerns about your decision to appoint a Loss Assessor.

1. Remember: you have the right to independent representation

Just as your insurer has a professional Loss Adjuster acting on their behalf, you are entitled to appoint your own expert to represent your interests. A Loss Assessor works for you – not the insurer – to ensure your claim is fully valued and settled fairly in line with the terms of your policy.

Morgan Clark is authorised and regulated by the Financial Conduct Authority (FCA). This means we operate under the same regulatory standards and consumer protections as the insurance companies themselves.

2. Don’t share private agreements

Some insurers are asking customers to forward them a copy of their contract with their Loss Assessor. You are not obligated to share this private information.

We will provide the insurer with the necessary mandate confirming that we are appointed to act on your behalf, the Letter of Appointment is a private agreement between you and your Loss Assessor.

If you have chosen Morgan Clark to represent you, and you receive such a request, please forward the email to us. We will clarify with you what the insurer is asking, and if their request is reasonable. Your Loss Assessor can respond to them on your behalf.

3. Rest reassured about costs and contractors

Some insurers claim that contractors who have been introduced by a Loss Assessor do not provide itemised costings, or that using your own builder voids certain guarantees. This is misleading.

Only companies with the highest standards can gain a place, and remain, on Morgan Clark’s contractor network. Their costings are always fully itemised and transparent. You will always know exactly what is being claimed for and why.

4. Understand why insurers send these emails

Many insurers claim they’re protecting customers from “unscrupulous traders.” While that might seem to be a well-intentioned warning, there is very little risk when the Loss Assessor is regulated by the same body as the insurance company themselves – The Financial Conduct Authority. These communications can be fear mongering and might discourage people from seeking the expert support they’re entitled to.

Under the FCA’s Consumer Duty, insurers have a responsibility to act in the best interests of their customers and ensure fair outcomes. Discouraging access to legitimate professional help can run counter to that principle.

5. Seek balanced information

Before making any decisions, take a moment to read both sides of the story.
The Times recently published an article exploring why many policyholders now choose to appoint a Loss Assessor to secure a fairer outcome: Read the article here ›

You can also watch our short video explaining why some insurers have been discouraging customers from appointing a Loss Assessor, and how this can impact your claim:
Your Insurer or Loss Adjuster Doesn’t Want You to Appoint a Loss Assessor – Why?

6. If you’re unsure, talk to us first

If you receive an email or call from your insurer that leaves you uncertain about what to do next, contact your Morgan Clark Loss Assessor straight away. They will review the communication and have an open, frank conversation with you to clarify what it means so you have all the information you need to put your mind at rest.

You have every right to fair representation and a transparent claims process.
Morgan Clark’s role is to make sure you get exactly that – nothing more, nothing less.