Why this answer
What actually matters
- Ask whether the insurer will genuinely perform the repair at its quoted rate.
- Compare scope, VAT, materials and guarantees.
- Explain why using the network contractor is unsuitable if relevant.
- Request the contractual basis for any deduction.
Important nuance
When the statement may have a point
- A policy may permit the insurer to choose repair rather than cash.
- If the consumer elects cash despite an adequate repair offer, a network-rate settlement may sometimes be fair.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Policy schedule, wording and pre-contract questions
- Claim form, chronology and supporting evidence
- Expert reports, valuations, photographs and repair estimates
- Insurer or broker final response
If they still refuse
Move the dispute forward.
- Ask the firm to identify the precise policy term, evidence and regulatory basis for its position.
- Challenge the reasoning and calculation separately where both coverage and amount are disputed.
- Escalate an eligible unresolved complaint to the Financial Ombudsman Service within the applicable time limit.
Read the full rules
Go deeper before escalating.
Official sources