Frequently asked questions

Your insurer's job is to reinstate what you have lost, in line with the term of your policy, however the service provided from insurer to insurer and even claim to claim can vary wildly.

There's often also a LOT of difficult stuff for you to do throughout the claim process. Suitably assessing the damage to your property, understanding complicated policy terms, confidently negotiating with your insurer, organising repair work and managing contractors etc. if you don't have a Loss Assessor to lean on this is a lot more difficult than it needs to be.

A Loss Assessor can only help you claim what's rightfully yours based on your insurance policy (That thing we all resent paying for every year until we need to claim..). There's absolutely no reason for your insurance company to try and talk you out of getting your own Loss Assessor. If they do try to discourage you, you might want to ask them why they're not keen on you having someone in your corner.

A Loss Adjuster is hired and paid by the insurance company to manage a respective claim on behalf of the insurer, ensuring any claim presented is appropriate from the insurers perspective.

A Loss Assessor like Paddl is hired by you and works only for you, the policyholder, managing your claim on your behalf to ensure the claim presented to your insurer is appropriate from your perspective.

Loss Assessors and Loss Adjusters are both insurance claim experts, but that key difference sets them apart (aside from one assessing and the other adjusting..)

Use of a Loss Assessor like Paddl is not a reason itself to push your premiums up, it is the unfortunate act of having to claim that could affect your future premiums. It is your right to instruct whomever you please to support you through a claims process. It is important to note that any claim on your insurance can have an impact on your future premiums, as insurers usually factor this into assessing your risk.

• If you appoint Paddl to manage your property claim, Paddl will appoint authorised tradespeople to undertake your reinstatement works to the highest of standards. In this instance there is no fee.
• If you wish to opt for a cash settlement a small percentage of the claim value will be agreed as part of Paddl's fee.
• If your insurance policy has an excess, we will invoice this amount to you directly once the claim is agreed with your insurer and before repair work begins.

No you don't. Paddl offers a comprehensive contractor offering. All contractors are vetted, monitored, project managed and held to the highest of standards. If you don't wish to opt in for Paddl to reinstate your property, a commission fee will be transparently agreed before the claims process begins.

• Insurers can reject property claims. Common reasons include: policy exclusions (e.g., flood damage not covered), non-disclosure of material facts (e.g., undeclared pre-existing damage), breach of policy conditions (e.g., failure to maintain the property), or fraudulent claims. If the claimed damage falls outside the policy's scope or terms, the insurer has grounds for rejection.
• Paddl will review your policies with you to understand your cover in detail and where applicable, Paddl will provide professional representation to fight any objections from your insurer.

No, Paddl will not charge for any claims rejected by the insurer. If your property has required emergency works before a claims process has begun and the subsequent claim is refused, these works are chargeable.