Overview

• Deltapoll research for Which? of more than 2,800 recent claimants found 41% received repairs or replacements, 38% got cash payouts, and 19% had a mix.
• Which? says cash settlements can fall short when full repair costs only become clear once work begins on serious damage.
• The group warns some offers may be based on insurers’ discounted contractor rates that customers cannot access.
• The Association of British Insurers says cash payouts can provide flexibility and says members are working with the regulator to identify improvements.
• Which? advises checking policy wording, requesting a cost breakdown, asking for help if managing repairs is burdensome, and escalating unresolved complaints to the Financial Ombudsman Service.