How long should you wait for an insurance payout?

[Naseem M]

I had some goods being delivered in February 2026 and when the pallet arrived at the destination the pallet slipped off the back of the vehicle in torrential rain. On impact with the ground the pallet of cartons of goods disintegrated and the all of the goods received physical and water damage. We put in an intention to claim with photos immediately and passed across the final details of the claim on the 9th March 2026 due to holidays for £3250.

On the 22nd April 2026 the insurance broker asked for further evidence and another 70 photos were sent across on the 29th April. They did have an opportunity to view the goods themselves which they didn't take up.

Ever since then after continued chasing we continually get fobbed off with excuses that it with the insurance company and nothing can be done until they approve it. This is now over 4 months since the claim went in - they still haven't said that they agree with the claim and that they will pay out

I haven't been able to wait for this pay out to happen and have had to replace the goods already so I am out of pocket. I could invoice the transport company who were responsible for this issue but have little leverage. Are there any suggestions/thoughts

 

[Ozzy]

I could invoice the transport company who were responsible for this issue but have little leverage.

I am sure that @Frank the Insurance guy will be able to correct me if I'm wrong here, but this sentence from you states the transport company were at fault. If that is the case you should be making a claim against them, and if you are trying to claim against your own insurance I would expect your insurance company to aim to reject the claim and direct you against the transport company as the responsible party.

I'm unclear why you feel you have little leverage.

 

[fisicx]

I’ve just had an insurance claim paid in under two weeks

 

[Naseem M]

I am sure that @Frank the Insurance guy will be able to correct me if I'm wrong here, but this sentence from you states the transport company were at fault. If that is the case you should be making a claim against them, and if you are trying to claim against your own insurance I would expect your insurance company to aim to reject the claim and direct you against the transport company as the responsible party.

I'm unclear why you feel you have little leverage.

My apologies, yes I am claiming through the transport company but I have been shown the dialogue they have had with the insurance broker who say they are waiting on the insurer to pay out - but I have been waiting for over 4 months

 

[Joey80]

My business is pallet transport and frankly we would loose all our regular customers if a damage claim took 4 months. Our average is 4 weeks from claim to decision and another week to pay. I suspect the "slipped of the back of the truck" is the real issue because it's an absolute classic RHA liability gap in our industry.

 

[Frank the Insurance guy]

My apologies, yes I am claiming through the transport company but I have been shown the dialogue they have had with the insurance broker who say they are waiting on the insurer to pay out - but I have been waiting for over 4 months

This is one of the reasons we recommend to not use or rely on a courier's or logistics company's insurance. We recommend arranging your own insurance, so you have full control if anything like this happens.

Did you pay the transport company for "full" insurance cover? If not it is likely they are only liable under the RHA conditions at a certain £ per Kilo. If your products were light but expensive, you could be out of pocket!

This type of claim should not take long at all. Your only recourse is to take it up with the transport company - You will need to consider taking them to the small claims court to get this moving!

 

[Newchodge]

This is one of the reasons we recommend to not use or rely on a courier's or logistics company's insurance. We recommend arranging your own insurance, so you have full control if anything like this happens.

Did you pay the transport company for "full" insurance cover? If not it is likely they are only liable under the RHA conditions at a certain £ per Kilo. If your products were light but expensive, you could be out of pocket!

This type of claim should not take long at all. Your only recourse is to take it up with the transport company - You will need to consider taking them to the small claims court to get this moving!

Agree with that. Your claim is against the transport company, not their insurance company. Give them a deadline, after which you will issue in the small claims court.

 

[MikeJ]

I'll go one stage back... what exactly did you contract? If you've ordered some goods from a company, and they included delivery, then your claim is against the company. That's who you have a contract with.

 

[Newchodge]

I'll go one stage back... what exactly did you contract? If you've ordered some goods from a company, and they included delivery, then your claim is against the company. That's who you have a contract with.

I think the OP is the supplier, not the purchaser.

 

[MikeJ]

Yeah, reading back I think you're probably right.

 

[Naseem M]

Many thanks for your replies which have been helpful