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Find out more'My home's been damaged and my insurer is making me organise the repairs'
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I suffered some damage to my roof as a result of the stormy weather we had at the end of 2023 and reported it to my insurer straight away.
I was surprised to be told that because it was what the insurer considered a small value claim, it would make a cash payment to me to sort out the repair.
Is this normal?
A Which? Money member
'Remind the insurer of your circumstances'
Simon Dicey, Which? Money expert, says…
This is unusual – and particularly surprising given that you told your insurer you were in your 80s and would prefer that it source a reliable roofer to fix the damage.
It’s up to insurers to decide how they settle claims, whether by repairing, replacing or paying cash.
However, the Financial Ombudsman Service says it expects insurers to take a policyholder’s specific circumstances into account, which has clearly not happened in your case.
Complain in writing - if the insurer doesn't budget you could take the insurer to the Ombudsman, though this could take several months to resolve.
The Financial Ombudsman Service says it expects insurers to take a policyholder’s specific circumstances into account
You may be able to find a roofer we’ve vetted near you, with Which? Trusted Traders. Getting quotes from three providers will help you avoid overpaying.
Anyone who's offered a choice between cash or repairs organised by the insurer should proceed with caution.
While the cash might seem like a substantial sum, the cost of materials and labour has risen sharply in recent years. What the insurer considers sufficient to fix the repair may not stretch far enough, as it has access to networks of tradespeople and discounted services.
Although the damage to your roof wasn't huge, many people have found themselves embroiled in long disputes with their insurers while being unable to live in their homes.
That's why Which? is campaigning to improve insurers' customer service and crack down on unfair practices.
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