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Home Insurance Claims - Repairers & Contractors

Some years back insurers were using external databases of contractors. This is a bit like the recommended repairers that insurers use for car repairs. The theory is that you call the insurer on the number provided. Some insurers answer the number, others out-source it to the firm providing the contractors database.

You would not know if you were talking to your insurers or not or even if the person at the other end of the phone line is in this country! The external database then appoints its approved contractor to repair the damage. It sounds fine in principle but it has all sorts of problems that can arise.

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Many insurers are now reverting back to the more traditional approach of asking you to obtain estimates from contractors of your choice. The downside of this is that you have to do the leg work, find the contractors you are happy with and very often take responsibility for the contract with the repairer. This is still the preferable option, at the very least you are able to use a repairer that you or a friend has confidence in. Our main advice in these circumstances is that you get the insurer's agreement before giving the go-ahead for any work to commence.


"No one was to blame for the accident but it would never have happened if the other driver had been alert."
Extracts taken from actual claim forms submitted to
a number of UK car insurance companies