If you suspect subsidence has affected your property, you will need to contact your insurance provider to make a subsidence insurance claim.
It is not unusual for subsidence to be caused by several issues. Insurers will often take the easier route to remedy the problem which can lead to further subsidence and issues in the future.
Dealing with subsidence can be stressful enough without the added frustration of an uncooperative insurer. If you suspect your insurance company isn’t handling your subsidence claim properly, it’s important to take control of the situation. Follow this step-by-step guide to help you navigate the process and ensure your concerns receive the attention they deserve.
1. Review Your Insurance Policy
Start by carefully reading your insurance policy to understand exactly what’s covered when it comes to subsidence. Look out for any exclusions, conditions, or specific requirements that might affect your claim. Knowing where you stand contractually will give you a clearer idea of what to expect and what your insurer is obliged to do.
2. Document Everything
Keep a detailed log of all communications with your insurance company, noting dates, times, the names of representatives you speak with, and a summary of what was discussed. Also, take clear photos of any damage or visible signs of subsidence as evidence.
3. Request a Formal Review
If you feel your claim is being mishandled, formally request a review of your case. This often prompts a more senior claims handler or a different department to reassess your situation, potentially leading to a more thorough investigation.
4. Speak to a Supervisor
Don’t hesitate to escalate your concerns by asking to speak with a supervisor or manager. They typically have greater authority to address complaints and can fast-track decisions or investigations where necessary.
5. Seek Independent Professional Advice
For an impartial opinion, consider hiring a chartered surveyor or structural engineer with subsidence expertise. An independent assessment can either support your insurer’s findings or highlight issues that have been overlooked — strengthening your position when dealing with your insurer.
6. File a Complaint with Your Insurer
If the situation still isn’t resolved, file a formal complaint with your insurance company’s complaints department. Insurers are obligated to thoroughly investigate complaints and respond within specific timeframes.
7. Contact the Financial Ombudsman Service
Should your complaint remain unresolved, you have the right to escalate the matter to the Financial Ombudsman Service. This independent body helps settle disputes between consumers and financial service providers, and their involvement can often encourage insurers to reach a fair outcome.
8. Consider Legal Advice
If you’re still facing obstacles, professional legal support could make all the difference. We can assist you throughout the process — liaising directly with your insurers, instructing an independent structural surveyor on your behalf, and, if necessary, submitting a formal complaint to the Financial Ombudsman Service. Our involvement ensures your claim is managed competently, protecting your property and preventing future complications.
How can we help?
Subsidence issues can be complex, and dealing with insurers isn’t always straightforward. Don’t feel pressured to accept poor service — by following these steps and seeking professional support when needed, you can make sure your property and your interests are properly safeguarded.
If you’d like to speak to a member of our Subsidence Team about your concerns or need assistance managing your insurance claim, get in touch today.
Disclaimer
The contents of this blog or any other published by Talbots Law cannot be considered as legal advice. You should take no action without prior consultation with a qualified solicitor or legal professional. This blog is written by Tessa Rhodes, a Director in our Dispute Resolution team.