What Does an Independent Loss Assessor Do?

Once a home insurance claim gets complicated, somebody usually mentions a loss assessor. The word "independent" tends to come with it, and it is easy to misread.

This guide covers what an independent loss assessor does day to day, how that fits around the people your insurer sends, when one is worth appointing and when it is not, and what to check before you sign anything. If you want the direct comparison, we have a separate page on the difference between a loss assessor and a loss adjuster.

What "independent" means for a loss assessor

Independent here means independent of your insurer. A loss assessor is appointed by you, the policyholder, and works for you. They are not neutral between you and the insurer, and they should not pretend to be.

That is the opposite of the loss adjuster. An adjuster is appointed and paid by the insurer to investigate the claim and recommend what should be paid. Many adjusters do that job professionally and fairly, but their client is the insurance company. You will sometimes hear the term public loss assessor, which means the same thing: someone acting for the member of the public making the claim.

What a loss assessor does on a claim

The work varies with the size of the loss, but on a substantial claim it usually covers these things.

• Reading the policy against what has happened, so the claim is put under the right sections
• Documenting the damage, both visible and hidden, with reports, photographs and professional valuations
• Preparing the claim and supporting evidence, including knock-on losses that are easy to miss
• Handling the correspondence and paperwork with the insurer
• Dealing with the loss adjuster directly
• Negotiating the settlement, and challenging a low offer with evidence

In practice, much of the value is in the record. A claim is only as strong as what can be shown, and a damaged home is a hard place to build that record while you are also trying to find somewhere to sleep.

How a loss assessor works alongside the loss adjuster

Appointing an assessor does not remove the adjuster. Your insurer can still appoint one as part of its normal process, and you cannot prevent that. The adjuster will usually inspect the damage, check it against the cover and report back to the insurer.

What changes is who they deal with. Your assessor becomes the point of contact for the detail of the claim, and the adjuster's report and figures get tested rather than simply accepted.

It also does not remove your own obligations. You still need to report the claim to your insurer, keep to the conditions in your policy and give honest information. Our guide on how to claim on your home insurance covers those early steps.

When an independent loss assessor is worth appointing

Plenty of claims do not need one. A modest claim with a cooperative insurer can often be handled perfectly well on your own.

Professional help starts to earn its place in situations like these.

• The claim is large or complex, such as a serious fire or flood
• The property cannot be lived in and alternative accommodation is part of the claim
• Buildings and contents values are in dispute
• The insurer has challenged the cause of the damage or turned the claim down, a subject we cover in why home insurance claims get rejected
• The claim has stalled and you cannot get a straight answer
• You have received an offer you think is too low
• There is a business element, such as lost income after damage

Earlier is generally better, because evidence is easier to gather before the strip-out and repairs begin. That said, appointing an assessor after the adjuster has visited, or after a first offer, is still possible. Read carefully before you accept any offer, because accepting may close the matter.

What a loss assessor cannot do

A good assessor will be plain about the limits of the job.

They cannot make a policy cover something it does not cover. They cannot guarantee an outcome, because the result depends on the wording, the facts and the evidence. And nobody can tell you what your claim is worth before the damage has been looked at properly, so treat any firm that offers you a figure on the phone with caution.

What to check before you appoint anyone

You are usually choosing at a stressful moment, sometimes with someone keen to get your signature that day. These checks only take a few minutes.

• FCA status. Negotiating a settlement or handling a claim on a policyholder's behalf can be regulated work. Use the FCA's Firm Checker to see whether the firm is authorised and has permission for the service.
• The agreement. Get it in writing before you sign. Check what you would owe and when, how to cancel, and what happens if you end the arrangement part way through. Our loss assessor and loss adjuster page explains how we approach our own fee.
• Who will do the work. Ask who will actually handle your claim and whether they have dealt with this kind of damage before.
• Links to contractors. If the firm recommends a repairer, ask whether there is any connection between them.
• Pressure. A firm that needs an answer on the doorstep, or promises a result, is telling you something about how it works.

How we work

We are loss assessors acting for policyholders, not insurers. We work with homeowners, landlords and business owners on fire, flood, storm, burst pipe and impact claims, and we are available 24/7 for emergencies. We prepare and present the claim, deal with the insurer and their loss adjuster, and handle the negotiation. Our claims process sets out each stage.

The initial consultation is free, and if we think you do not need us, we will tell you. If your claim has started to feel bigger than you expected, get in touch.