When you deal direct with an insurer you are your own insurance manager - bear that in mind 1. The private equity firm Charterhouse owns the Saga group, which was recently in a merger with the AA. Charterhouse | Portfolio 2. Cunningham Lyndsey are major UK loss adjusters and should be capable of much better service than you describe. If anyone experiences such poor service then contact the complaints manager - you dont have to be rude or shout, just explain how miserable they are making life for you and say you want to complain http://www.cunninghamlindsey.com/uk/about_us.asp?tab_id=16 For further details of our Complaints process, call our Product Assurance team on 01737 784749 or e-mail [email protected] 3. Asprea - are sometimes referred to by insurers as "loss adjusters" which is an insult to that particular profession. Asprea are nothing other than a glorified network of independent builders who insurers have outsourced some claims vetting and repair work to. Experience tells me their service is 10x worse than Cunningham Lindsay !!!! If you have problems with Asprea - go straight back to the insurance companies claims dept / their complaints dept and make your feelings known It helps to keep notes of who you spoke to and when (even if leaving a message) - if you can list 3+ instances of calls not returned the person at the other end of the phone soon gets the message