This report provides the findings of our inquiry into the use and oversight of external experts by six general insurers when assessing loss or damage in relation to a home insurance claim. It builds on the findings of our inquiry into insurers’ use of complaints data for insights into decisions to deny home insurance claims. Our previous inquiry revealed concerns with the quality of the reports prepared by the external experts that insurers engaged to assess losses or damages.

This inquiry set out to evaluate the practices of six insurers, exploring the effectiveness of the systems, processes and policies they had to ensure compliance with paragraph 75 of the General Insurance Code of Practice.

Our report provides the findings of our inquiry and makes seven recommendations.

The CGC calls on insurers to adopt the recommendations made in this report. With efforts to implement the recommendations, insurers can drive positive change, ensuring long-lasting improvements in the claims process.

The Committee thanks the six participating subscribers for their involvement in this inquiry.

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