Builder Insurance Claim on public liability insurance - help

[gricea]

Hi hoping someone can give advice. A couple of months ago we engaged a builder to do some work. We ended up with water ingress issues. The builder accepted liability and everything was going through the loss adjuster. However last week the adjuster informed us that the builder had decided that as we owe him money (we don't BTW) that the claim cannot move on, basically he is telling us that even if the insurance decided to pay out they would pay directly to the builder to cover his losses. Surely this cannot be right as ;

1. We don't owe him anything and even if we did surely that has to be dealt with separately.

2. The adjuster is also saying that the builder has to give the insurance the OK to pay the money - I thought once the builder had agreed liability then it was between us and the insurance nothing to do with the builder

3. Why is the insurance company saying that they cannot deal with me (won't even answer a question) they say everything has to go the adjuster.

Help - advice would be appreciated

[Artemis29]

You need to make a complaint to the loss adjusters through their formal complaints procedure and if no joy after going through each stage of the complaints procedure, go to FOS.

I had a very similar situation and it had to go to FOS and my complaint was upheld and the money was paid for the damage once the FOS got involved. Good luck!

Who are the loss adjusters?