Get organised and take professional advice to ensure a drama does not turn into a crisis. 

Ten tips to make a successful insurance claim 

IT IS only when you claim on your insurance that you know how good it is. Genuine policyholders may be innocent victims in insurers' crackdowns against fraudulent claims, and could have to fight to prove their case. Here are 10 tips to help make a successful claim. 

What should I do before making a claim? 

Alert your insurer, who can offer valuable advice such as names of reputable tradesmen to make emergency repairs. It helps to write down everything that has happened, along with times and dates, and collect any receipts. 

If you have had a burglary try to list what is missing. 

If your possessions have been damaged by storm, flood or fire, take photographs and do not throw anything away - it is evidence. 

Do I need help making a claim? 

Usually not. Most average claims, usually for a few hundred pounds, are straightforward. Answer questions honestly and as long as you have bought the right policy to start with, you should be fine. If there are problems talk to somebody senior at the company. 

On big claims, typically exceeding £2,000, it may be sensible to get an expert on your side to bat for you and handle the paperwork. Insurance is complicated and insurers have a lot of resources. Fighting the might of an insurer can be like representing yourself in court. 

Will an insurance broker help me? 

If you bought your insurance through a broker they should be able to help. However, unless the broker gives your insurance company a lot of business, it may lack the clout to persuade the company to change its mind. 

Can the insurer's loss adjuster help? 

Sometimes. But remember the ones sent by the insurer are paid by the insurer to check claims. More often than not they adjust claims downwards. 

They are used when claims are larger than average, usually more than £1,000, or not straightforward. Loss adjusters are qualified claims specialists. Confusingly, a few loss adjusters market their services to policyholders and some work only for policyholders. 

Are loss adjusters the same as loss assessors? 

No. Loss assessors work only for policyholders. Many call themselves claims negotiators or consultants to avoid confusion. They do not have the technical qualifications of adjusters but many are adept at negotiating with insurers. They usually work for a percentage of a final settlement, typically 5%-15% plus VAT, and make a minimum charge of a few hundred pounds. Some charge less for bigger claims, on which they make more money. 

What do I get for my money? 

A good negotiator will handle the paperwork, a relief when you are coping with the disaster that caused the claim. They represent you at meetings and assess the maximum settlement. 

Negotiators stress that because a policyholder's claim is met in full, it does not necessarily mean they have received a just settlement. They could be entitled to more. Often negotiators can increase an insurer's original offer by up to a third. Sometimes they can get twice the offer. Most of their work is on more expensive household claims. 

Is getting a negotiator worth the money? 

On smaller claims minimum charges may wipe out any gains. Steve Allen of Carringtons Claims Consultants says: "A good negotiator will turn away people who cannot benefit with a bit of free advice." 

How do I find a negotiator? 

Ask around and look in Yellow Pages. Anybody can set up as a loss assessor so beware of cowboys thrusting cards into your hand at a difficult moment. 

Steve Allen, of Carringtons, advises: "Ask them what they intend doing for you, how much they will charge and get the agreement in writing before engaging them. Do not be afraid to negotiate." 

Is there are a trade body for reputable negotiators? 

Many belong to the Institute of Public Loss Assessors, which insists that firms have professional indemnity insurance. It can give local contact details. 

When should I call in a claims negotiator 

As soon as you have a claim, they say. But if you appoint a negotiator before your insurer makes an offer how do you know your negotiator is beating what you would get without this help? 

Institute of Public Loss Assessors 01494 782342;
Carringtons 0800 854835. 

Sunday Times 31.10.99