Anyone work in home insurance? Advice needed....

[marthabear]

I am unhappy with the way a subsidence claim has been dealt with and not sure what steps to take next.
An insurance claim for a cracked kitchen floor, first made this time last year has still not been fully resolved. The works, which were supposed to take 1 month ended up taking 6 months and involved underpinning. The only paperwork I have received is a 'Certificate of Structural Adequacy' with minimal wording and a disclaimer. The disclaimer reads as though the certificate doesn't really mean much at all. I am still unsure as to what the actual problem was as I have had conflicting reports and no proper written description. I have had no electrical certificate even though rewiring was carried out, no council paperwork even though they were involved in a minor way, and I am still owed a month of recompense for meals and laundry. The works finished in February and even with countless phone calls and e-mails still not resolved.
Do I take it to the Ombudsman? I am quite nervous about this as I am worried that if the case gets looked at it may come up that I wasn't covered for type of works done ( the problem was likely due to an old dodgy extension) and end up with a major life-changing bill....though i'm likely being silly about that.
Anyone with any insurance experience at all?

All I can say is that I went to the Financial Ombudsman when my insurer wouldn't pay up and as soon as they saw the first letter from the ombudsman they coughed up the whole lot.

If they've paid up for subsidence now they're unlikely to look at it again & change their mind so I wouldn't worry about that. If you want to take it to the ombudsman you need to make a complaint to the company first as they need a chance to put things right before the ombudsman will look into it. The company will have up to 8 weeks to do this before you're allowed to get the ombudsman involved (although they may look at it after 4). Make sure you get everything in writing. Good luck!

What spicegirl says... make a complaint in writing as this will kick off the complaints procedure. State in the letter exactly what the issues are and, if possible, what you want them to do.