gone up the hill
Member
- Location
- Devon
Of course they have to make sure claims are genuine, if they didn't they would just open the flood gates to thousands of non genuine claims
NFU/loss adjuster claim handling - what's your experience?
- Thread starter flyonthewall
- Start date
Of course they have to make sure claims are genuine, if they didn't they would just open the flood gates to thousands of non genuine claims
I agree but I object to being treated as a liar on straight forward claims where they have no grounds or evidence to the country of my claim and they have that attitude lately IME
it should be for them to prove your wrong and not you to prove your right which is the way it seems to be now
your unlikely to keep customers if you treat them this way
The Son
Member
- Location
- Herefordshire
Last year i had a fairly large and complex business interuption claim with the NFU on an AD plant. Crawfords were very good, with the guy taking the time to understand the complex claim fully, and my local agent helping out when needed. Eventually I got about 80% of the claim, which I accepted.
The problem that I currently have to deal with is NFU are suing the manufacturer to get their money back, in my name, which is taking a large amount of my time, and means I now have no support from the manufacturer for obvious reasons.
The problem that I currently have to deal with is NFU are suing the manufacturer to get their money back, in my name, which is taking a large amount of my time, and means I now have no support from the manufacturer for obvious reasons.
flyonthewall
Member
Well at least NFU took the time to understand your case. To date I have been faced with dealing with their "customer service" to make a complaint at head office, complete waste of time to be honest because they don't have any technical know how and just rely on their own loss adjuster's opinion, rather than using any common sense, e.g if you've got a broken drain it needs to be fixed ASAP, not three years after being aware of the problem! In the end I resorted to getting my own expert to argue with their loss adjuster and then they sent out another firm to confirm the breakage. All boiled down to a set of lazy contractors who didn't finish the job yet were paid for it!
Now more damage has been discovered I fear it is going to be a similar long drawn out process, what makes the job more difficult is that had the place been vertically monitored since 2012 everybody would know what was going on with the foundations, but since it hasn't I am relying on repaired cracks reappearing and doors getting tighter and tighter, so it looks as if underpinning/piling is needed. The worst bit is if you try to be reasonable with these people you don't get anywhere, so I would suggest to anybody else in my boat to use their own expert/loss adjuster to represent your interests on bigger claims. House is reckoned to be late Victorian and has the common depth of foundations at the time around 600mm.
Now more damage has been discovered I fear it is going to be a similar long drawn out process, what makes the job more difficult is that had the place been vertically monitored since 2012 everybody would know what was going on with the foundations, but since it hasn't I am relying on repaired cracks reappearing and doors getting tighter and tighter, so it looks as if underpinning/piling is needed. The worst bit is if you try to be reasonable with these people you don't get anywhere, so I would suggest to anybody else in my boat to use their own expert/loss adjuster to represent your interests on bigger claims. House is reckoned to be late Victorian and has the common depth of foundations at the time around 600mm.
flyonthewall
Member
I still haven't been able to settle the claim after another 18 months. All of the local builders have failed to give a price to repair/relevel floors and ceilings and have suggested it would be economically more efficient to demolish and rebuild on new piled foundations and as such have not provided written quotations against which we could settle. Crawfords partially to their credit suggested I approach one of their builders which I did, all three refused to quote and declined the work because it involved repairs to every room, and demolishing and rebuilding the two extensions. When this was advised to Crawfords they said it was because they weren't usually instructed by private clients. The loss adjuster asked which firm I preferred to quote for the work, he then escorted their estimator around the property to price. Which they duly did and have sent their quote to Crawfords and then onto NFUM for issuing a further cash settlement. In the meantime I have attempted to reach the estimator from the contractors to discuss how we would go about getting a contract in place to start the repairs and rebuild, but alas he will not answer our calls.
I fear NFUM are using this as a tactic to settle the claim at a prematurely low level rather than indemnifying us to fully repair the severely distorted shell. Given these problems what should I do, the local agent does not answer his phone to us now? We just want the builders in to either pull the whole thing down or repair what they can and not have the fear of having a huge shortfall at the end because of other damage/complications found in the process........ we are literally at our wits ends! What should I do?
I fear NFUM are using this as a tactic to settle the claim at a prematurely low level rather than indemnifying us to fully repair the severely distorted shell. Given these problems what should I do, the local agent does not answer his phone to us now? We just want the builders in to either pull the whole thing down or repair what they can and not have the fear of having a huge shortfall at the end because of other damage/complications found in the process........ we are literally at our wits ends! What should I do?
Gatehouse Farm
Member
- Location
- Kent
We had a big claim with the NFU a few years ago, Crawford were the loss adjusters and must say the guy we had was absolutely spot on, no complaints at all from me. Not much help to you @flyonthewall I know but speak as you find
Av Gorritt
Member
- Location
- NE Ches / SE Lancs
We had two claims fairly recently . one for a trailer loaded with straw that went adrift and caused a bit of damage to a school yard ( thankfully unoccupied ) and one where a telehandler went on fire quite out of the blue . The trailer claim involved H and S , the police , the traffic examiners, and and the world and his brother, or so it seemed . . They could find no fault with either the tractor or the trailer or it's load , the trailer had just had a service and brakes and suspension done , and correctly loaded with new straps, it had travelled up quite severe hills on it's way home and parted company about 20 yards from home ! . The NFU adjuster absolutely screwed us into the ground over the claim for that . The telehandler adjuster ( different one this time ) was the complete opposite , very reasonable and accepted our value and costs as reasonable and recommended paying out , which they did . Two different people , two different results .
flyonthewall
Member
I thought I would pick this thread up again, after I thought NFU were going to be sensible by appointing another loss adjuster in the summer and monitoring proving the structure has ongoing movement they are still refusing to underpin in full. This is in spite of two structural engineers I have used telling them it is necessary and that it will save the insurer in the long term. This coming February will be six years since reporting the claim, NFU in my opinion are a complete failure, so be warned and be wary when their premium comes through the post!
flyonthewall
Member
I should distinguish that is the NFU Mutual......
well no regrets so far following our move from the mutual to F&M 2 years ago now following a long period of what was clearly misplaced and unquestioned loyalty
Customer experience experience is no different really but I am over 50k better off already in saved premium
I think it’s best to assume they are all as bad as each other re loss adjusters and if they can reduce a claim they will (it’s their job after all) so just buy on best price
Customer experience experience is no different really but I am over 50k better off already in saved premium
I think it’s best to assume they are all as bad as each other re loss adjusters and if they can reduce a claim they will (it’s their job after all) so just buy on best price
ollie989898
Member
Dman2
Member
- Location
- Durham, UK
Used to be a loss adjuster around these parts that was a transvestite
Pretty sure one of the members on here had dealings with him/her regarding a baler fire I think
Pretty sure one of the members on here had dealings with him/her regarding a baler fire I think
ollie989898
Member
Probably not the ideal person to be weighing up the situation when something important has been lost...
flyonthewall
Member
It makes me sick to the back teeth to think when I've been mixing and hauling slurry all day to pay their bloody premiums that they won't play ball and help a business at the heart of the rural economy. The mutual have been told by two independent engineers I've employed the whole house requires underpinning as the foundations are not suitable for the ground, but they insist on believing their own so called experts who are not qualified civil engineers. The Mutual are a joke, what is the sense in spending £100k on a structure that moves continuously, I had the same carry on with the drains for three years. They seem to think using loss adjusters to argue the toss with thick farmers who pee around feeding cows all day and hauling slurry is the way forward. I tried using the legal protection against NFUM over the drains, but apparently one of the clauses prevents this, so it didn't work. Tried speaking to the local agent he doesn't want to know. I'll give it six years and see where we're at then, it's just a massive pee take.
Quite honestly sickening to read this nightmare of a story. In my 30 odd years of Insurance (with NFUM and Broker for last 25) have not come across anything as long winded as this. No wonder Insurers dont have best of reputations!
Subsidence claims can be notoriously complicated and it is not unusual to see them last 2-3 years. I cannot believe you have no back up from your agent. This is why we are paid a commission, to provide help and advice in the event of a claim. As independent brokers we represent the client on claims on a daily basis. I wonder if local agent has been told to butt out of this one by Head Office?
I would make the following suggestions;
Appoint an independent Loss Adjuster working for you.
Think about getting some publicity in local/national press both farming and non farming
Send letter of complaint to NFUM Head Office saying you will file a complaint to the Insurance Ombudsman.
Let me know if I can be of any help
Subsidence claims can be notoriously complicated and it is not unusual to see them last 2-3 years. I cannot believe you have no back up from your agent. This is why we are paid a commission, to provide help and advice in the event of a claim. As independent brokers we represent the client on claims on a daily basis. I wonder if local agent has been told to butt out of this one by Head Office?
I would make the following suggestions;
Appoint an independent Loss Adjuster working for you.
Think about getting some publicity in local/national press both farming and non farming
Send letter of complaint to NFUM Head Office saying you will file a complaint to the Insurance Ombudsman.
Let me know if I can be of any help
Done all of the recommended.
Sadly after a long, stressful 5 years we are going to have to issue proceedi=
ngs. The NFU with large property claims are proving to be very slippery and a=
t times unlawful, this is helped by their Legal expenses DAS business partne=
rs law firm who sabotage your case (without telling you of their conflicts o=
f interest). In addition DAS their legal expense partners are owned by Munic=
h RE who reinsure the NFU, I saw the light when I realised this link!This is=
a claim that was declined by their Stratford office, albeit their Loss Adju=
sters (Crawfords) had informed them in 2 reports they were liable. I call th=
is fraud! Another gentleman is in an even more dire position than myself wit=
h reference to his house, with again DAS panel solicitors involved in sabota=
ging his claim.=20
But thank you for your suggestions and support.
Sadly after a long, stressful 5 years we are going to have to issue proceedi=
ngs. The NFU with large property claims are proving to be very slippery and a=
t times unlawful, this is helped by their Legal expenses DAS business partne=
rs law firm who sabotage your case (without telling you of their conflicts o=
f interest). In addition DAS their legal expense partners are owned by Munic=
h RE who reinsure the NFU, I saw the light when I realised this link!This is=
a claim that was declined by their Stratford office, albeit their Loss Adju=
sters (Crawfords) had informed them in 2 reports they were liable. I call th=
is fraud! Another gentleman is in an even more dire position than myself wit=
h reference to his house, with again DAS panel solicitors involved in sabota=
ging his claim.=20
But thank you for your suggestions and support.