When the FT published its recent investigation into home insurance claims, one theme stood out across the stories: delays. Homeowners described weeks or months of waiting for decisions, updates, or repairs. Some felt trapped in a cycle of repeated conversations and changing points of contact.
These delays are deeply frustrating. But behind them is a set of structural and practical challenges that rarely get explained to homeowners. Understanding them won’t remove the pressure of living in a damaged home, but it can shed light on why even straightforward claims sometimes move slowly.
You can find a broader explanation of the pressures behind these delays in our overview of why home insurance claims are becoming harder to resolve, which sets out the wider system factors affecting claim handling.
This article explores the underlying causes — the ones not always visible from the outside.
1. Claims now involve multiple layers of assessment
A modern property claim is no longer a simple exchange between a homeowner and an insurer. A single claim may involve:
- call handlers
- outsourced claims teams
- loss adjusters
- building surveyors
- specialist drying contractors
- tradespeople
- internal authorisers
Each group has a specific role. But because decision-making is distributed, any missing piece — a report, a photograph, a measurement — can create a bottleneck.
Why this causes delay: If one report is late or incomplete, every other step pauses.
2. The first site visit cannot answer every question
Many homeowners expect the initial visit to produce a clear decision. In practice, that first inspection often only determines:
- whether the loss is insured
- the likely cause
- immediate safety issues
- whether emergency drying is needed
But it rarely produces a full costed scope of work.
Why? Because reinstatement depends on what drying reveals, what strip-out exposes, and whether further moisture testing is required.
Why this causes delay: No one can price the work until the building has stabilised, and that process can take time.
3. Drying programmes add weeks before reinstatement can begin
The FT article described families living among dehumidifiers for months. This is unfortunately common when:
- joists and studs are saturated
- insulation needs removal
- tiled floors trap moisture
- plaster must be dried slowly to avoid cracking
Drying is essential, because reinstating too early can trap moisture inside the structure.
Why this causes delay: Drying determines the true extent of damage. All rebuilding waits until this step is complete.
4. Reinstatement estimates depend on several trades, not one
A complete reinstatement plan often requires input from:
- joiners
- plumbers
- tilers
- decorators
- flooring specialists
- sometimes electricians or roofers
Every trade has different lead times and cost structures. If one contractor is unavailable, the whole estimate can be delayed.
Why this causes delay: An accurate, fair settlement cannot be produced until the full project plan is assembled.
5. Building costs have risen sharply
The FT article highlighted cost pressures in construction. Our own Northern Ireland data shows similar cost pressures, with clear trends in home insurance claims across NI, including settlement values and seasonal patterns. The same materials, labour and transport issues affect insurance claims.
As a result:
- first estimates often require revision
- authorisers sometimes request rechecks
- contractors need updated quotations
- labour availability can shift day by day
Why this causes delay: Even minor changes in material prices can require full reassessment.
6. Subcontracting creates communication challenges
Most insurers outsource parts of the claims process. This is normal within the industry, but it can make the communication chain more complicated.
For example:
- loss adjusters may not be the final decision-makers
- call handlers may not see the site reports
- contractors may receive instructions from intermediaries, not insurers
- different software systems may not link together
This is what many FT readers described as “being passed around.”
Why this causes delay: Small communication gaps compound over time.
7. Large-value claims face additional oversight
Claims above certain thresholds (which vary by insurer) require:
- additional internal review
- cost validation
- senior authorisation
- sometimes independent assessment
This ensures fairness and accuracy, but it also adds extra steps.
Why this causes delay: More people are involved, each with their own workload and processes.
8. Homeowners often don’t know what information is missing
In many delays, the issue is not the insurer or the homeowner — it’s incomplete information. We outline the most common gaps that lead to challenges in our guide to why certain home insurance claims are rejected, including the types of evidence insurers rely on when assessing a claim.
Common examples:
- missing photos from before drying began
- no record of when damage was first noticed
- incomplete itemised quotations
- unclear descriptions of room layouts
- no moisture readings from affected areas
These gaps are easy to fix — once someone explains the requirements.
Why this causes delay: A claim can remain “open” while one missing detail holds everything back.
Why this matters
Delays don’t happen because people aren’t trying. They happen because modern homes, modern insurance policies and modern reinstatement are complicated.
The FT article captured the frustration many households feel. But behind the scenes are real structural factors that shape the pace of a claim, even when everyone is acting in good faith.
Understanding these hidden steps helps homeowners gain clarity — and, crucially, gives them a way to spot gaps early so that small delays don’t become long periods of limbo.
For practical steps that help homeowners manage delays and stay organised throughout the process, see our guide on how to regain control of a difficult insurance claim.
Next in the FT Response Series
Part 3: “Why Some Claims Are Rejected: Common Misunderstandings About UK Home Insurance”
You can follow the full FT Response Series through our main hub page, which brings together every article in the collection.
