Hi, you need to remember your contract is with the insurer not the loss adjuster. If you are not satisfied with the loss adjusting company detail your complaint to the insurer and ask that they as the person you have the contract with deals with it. Look at the following information from the Ombudsman: www.financial-ombudsman.org.uk/publications/ombudman-news/10/oct-repair It explains that where jewellery etc is sentimental or you don't want the same then you can isnsist on cash alternative and not discounted so that the insurer gets 10% back from you because they would normally use their suppliers - who would give them a discount! Good Luck