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.
Paddl is FCA-regulated and highly experienced in claims handling. We act on your behalf to secure the best outcomes, appoint and manage vetted contractors, and ensure properties are reinstated to a high standard. Ultimately, Paddl gives you valuable time back while keeping you in control.
Within 24 hours, Paddl aims to survey the property and carry out emergency remedial works — such as drying or securing the building — as required. Of course, when required, we will aim to get to site sooner.
Paddl manages all communication from start to finish, keeping you fully updated while handling queries from occupiers, letting agents, and landlords.
Paddl arranges this directly on behalf of occupiers and recovers the costs from insurers. Alternative accommodation is typically provided where there is no safe access to essential facilities such as cooking or washing, or if the property is deemed unsafe to occupy.
Reviews
Exceptional Service for Over 8 Years – Highly Recommended! As a lettings agent, I’ve worked with this loss adjusters company for over 8 years now, and I can honestly say they are one of the most professional, reliable, and knowledgeable teams I’ve had the pleasure of dealing with in the insurance world.
Ami Cluderay
Hop
I’ve had the pleasure of working with Michael for over three years and with Tom since he recently joined the role. Michael has supported us through a range of complex insurance claims, including fire damage, large-scale flood reinstatement works, and persistent, hard-to-trace leaks. His professionalism, in-depth knowledge, and reliability have helped us improve our claims service to clients, and feedback from our leaseholders has always been positive.
Jessica Hall
Watson
Working with Michael and his team has been brilliant. They are always available to provide support, no matter the time or nature of the issue. Their professional and organised approach to managing projects consistently adds value, not only to our work but also to the service we deliver to our clients. I would absolutely recommend their services to anyone.
Emma Plews
Watson
I’ve done a fair bit of insurance work with Paddl and can’t fault them. They keep you in the loop, provide all the info upfront, and pay on time.
Vaughan Frary
Painter
Paddl have been extremely helpful with bringing out properties back to life after significant damage caused by leaks. They take all the stress away for me as a property manager. Communication is superb and nothing is ever too much trouble. I would recommend in a heartbeat.
Candice Wrigley
Hunters
Michael and his team have assisted us with various complex emergency projects over the years, and we have always found them to be proactive and professional with getting remedial works approved by insurers and completed. We have always been pleased with the quality of work produced and would definitely recommend Michael and his team.
Tom Bradburn
Rushbond
Tom has been working on a project for us recently where a client had experienced an ongoing leak which they could not locate. They carried out trace and access over half a day and managed to find the issue that two other contractors had not located and resolved. Shortly after Tom went on leave and his colleague Michael has taken over, you can tell their working relationship/handover strategy is strong because the transition was seamless and the client was kept up to date at every stage. They have just begun the redecoration works following approval from the insurer and the owner of the affected property has given glowing feedback on the whole process. Thank you again to you both and your wider team on the work on this so far.
Jessica Hall
Watson
It is great to have worked with Michael and his team as they are very responsive and they take full responsibility from beginning to end when a task is assigned. A pure hassle free experience and great outcome. Thank you for that service and we wish to work very closely with you.
Sennon De Silva
Parklane Properties
Recently asked for Michael and Tom's help in relation to a fire that broke out at a development we manage. I have to say their expertise is second to none, and they went above and beyond with their service. Suffice to say they are my number 1 go to in a crisis such as this! All your expert needs under one roof. :)
Sarah Driscoll
Watson
We have worked with Michael and his team for many years and have always found them to be highly professional, responsive, and efficient. Their quick communication and consistent support have made working together a pleasure, and we would not hesitate to recommend their services.
Sue Wilson
Martin & Co
Paddl first contacted me for an emergency call-out after a major leak in a customer’s home. Since then, I've been regularly brought in on their insurance-related jobs, and it's been a great partnership. The team are very efficient and things get done.
Danny Green
Plumber
Great Service from Michael and the Paddl team. Michael and his colleagues at Paddl are always on hand when an emergency arises, offering an efficient and responsive service to resolve any issue. We find Michael and his team very professional and thorough in their approach, handling all aspects from start to finish.
Matthew Wilson
Mudd & Co Block Management
We have had a flood on a recent rental property and the landlord was panicking at the costs and process involved with dealing with the claim. I got in touch with Paddl who visited the property the same day and took the time to talk the landlord through the whole process which eased the stress involved. They also met with the tenants and talked them through the process and found them a really nice place to stay whilst works was ongoing. Micheal and Tom have been excellent to work with and are Highly recommended.
Sohail Ahmed
Dwell
I've worked with Micheal on many insurance repair jobs, everything's always well-organised and clear from the start, which makes our job on-site a lot smoother. Payments are fair and on time, and they’re always just a phone call away if anything crops up. I look forward to working with Paddl in the future.
James Coulman
Builder
I have worked with Michael very closely on a couple of projects, recently. He is very knowledgeable, and efficient at what he does. Every client he has contact with all speak very highly of him.
Shaun Jewitt
Watson
Michael and his team came warmly recommended and we have not been disappointed. Excellent service, great communication with us and our clients. Thank you so much.
Donna Barnes
Littlefairs Property Company
I am the Lettings Manager of an Estate Agency in Leeds and have been working with Michael and his team for a number of years now. They have been fantastic at dealing with our emergency issues any time of day, any day of the week. They take on the full scope of work that follows these emergencies including updating tenants and landlords every step of the way, mitigating the resource burden that usually impacts our office. The best part, the service is free of charge!
Charlotte Sisson
Parklane Properties Leeds
As a joiner, I’ve been involved in everything from replacing damaged floors to full internal reinstatements, there’s no faffing around, which means I can just get in and crack on with the work. Communication is spot on, and they’re good people to deal with.
Brad Blewitt
Joiner
Exceptional Service for Over 8 Years – Highly Recommended! As a lettings agent, I’ve worked with this loss adjusters company for over 8 years now, and I can honestly say they are one of the most professional, reliable, and knowledgeable teams I’ve had the pleasure of dealing with in the insurance world.
Ami Cluderay
Hop
I’ve had the pleasure of working with Michael for over three years and with Tom since he recently joined the role. Michael has supported us through a range of complex insurance claims, including fire damage, large-scale flood reinstatement works, and persistent, hard-to-trace leaks. His professionalism, in-depth knowledge, and reliability have helped us improve our claims service to clients, and feedback from our leaseholders has always been positive.
Jessica Hall
Watson
Working with Michael and his team has been brilliant. They are always available to provide support, no matter the time or nature of the issue. Their professional and organised approach to managing projects consistently adds value, not only to our work but also to the service we deliver to our clients. I would absolutely recommend their services to anyone.
Emma Plews
Watson
I’ve done a fair bit of insurance work with Paddl and can’t fault them. They keep you in the loop, provide all the info upfront, and pay on time.
Vaughan Frary
Painter
Paddl have been extremely helpful with bringing out properties back to life after significant damage caused by leaks. They take all the stress away for me as a property manager. Communication is superb and nothing is ever too much trouble. I would recommend in a heartbeat.
Candice Wrigley
Hunters
Michael and his team have assisted us with various complex emergency projects over the years, and we have always found them to be proactive and professional with getting remedial works approved by insurers and completed. We have always been pleased with the quality of work produced and would definitely recommend Michael and his team.
Tom Bradburn
Rushbond
Tom has been working on a project for us recently where a client had experienced an ongoing leak which they could not locate. They carried out trace and access over half a day and managed to find the issue that two other contractors had not located and resolved. Shortly after Tom went on leave and his colleague Michael has taken over, you can tell their working relationship/handover strategy is strong because the transition was seamless and the client was kept up to date at every stage. They have just begun the redecoration works following approval from the insurer and the owner of the affected property has given glowing feedback on the whole process. Thank you again to you both and your wider team on the work on this so far.
Jessica Hall
Watson
It is great to have worked with Michael and his team as they are very responsive and they take full responsibility from beginning to end when a task is assigned. A pure hassle free experience and great outcome. Thank you for that service and we wish to work very closely with you.
Sennon De Silva
Parklane Properties
Recently asked for Michael and Tom's help in relation to a fire that broke out at a development we manage. I have to say their expertise is second to none, and they went above and beyond with their service. Suffice to say they are my number 1 go to in a crisis such as this! All your expert needs under one roof. :)
Sarah Driscoll
Watson
We have worked with Michael and his team for many years and have always found them to be highly professional, responsive, and efficient. Their quick communication and consistent support have made working together a pleasure, and we would not hesitate to recommend their services.
Sue Wilson
Martin & Co
Paddl first contacted me for an emergency call-out after a major leak in a customer’s home. Since then, I've been regularly brought in on their insurance-related jobs, and it's been a great partnership. The team are very efficient and things get done.
Danny Green
Plumber
Great Service from Michael and the Paddl team. Michael and his colleagues at Paddl are always on hand when an emergency arises, offering an efficient and responsive service to resolve any issue. We find Michael and his team very professional and thorough in their approach, handling all aspects from start to finish.
Matthew Wilson
Mudd & Co Block Management
We have had a flood on a recent rental property and the landlord was panicking at the costs and process involved with dealing with the claim. I got in touch with Paddl who visited the property the same day and took the time to talk the landlord through the whole process which eased the stress involved. They also met with the tenants and talked them through the process and found them a really nice place to stay whilst works was ongoing. Micheal and Tom have been excellent to work with and are Highly recommended.
Sohail Ahmed
Dwell
I've worked with Micheal on many insurance repair jobs, everything's always well-organised and clear from the start, which makes our job on-site a lot smoother. Payments are fair and on time, and they’re always just a phone call away if anything crops up. I look forward to working with Paddl in the future.
James Coulman
Builder
I have worked with Michael very closely on a couple of projects, recently. He is very knowledgeable, and efficient at what he does. Every client he has contact with all speak very highly of him.
Shaun Jewitt
Watson
Michael and his team came warmly recommended and we have not been disappointed. Excellent service, great communication with us and our clients. Thank you so much.
Donna Barnes
Littlefairs Property Company
I am the Lettings Manager of an Estate Agency in Leeds and have been working with Michael and his team for a number of years now. They have been fantastic at dealing with our emergency issues any time of day, any day of the week. They take on the full scope of work that follows these emergencies including updating tenants and landlords every step of the way, mitigating the resource burden that usually impacts our office. The best part, the service is free of charge!
Charlotte Sisson
Parklane Properties Leeds
As a joiner, I’ve been involved in everything from replacing damaged floors to full internal reinstatements, there’s no faffing around, which means I can just get in and crack on with the work. Communication is spot on, and they’re good people to deal with.
Brad Blewitt
Joiner
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How we can help you
Company no. 15609683 | FCA reference no. 1033660
*See FAQs for information on how Paddl provides this service for free.
*In lieu of charging a fee, we appoint and manage contractors to complete your reinstatement.