My elderly and disabled mum's home was severely damaged by a fire started by a negligent workman working at a neighbouring property. Lloyds loss assessor was charming and effusively reassuring at first but utterly appalling to deal with. Despite the fact that Lloyds are reclaiming the settlement from next door's insurers, he quibbled and fought on every bit of expense. Next door's settlement (mirror image semi) was £260k. Mum's home, which also needed back-to-brick repair & refurb throughout, he fought to keep down to well under 100k. She ended up having to shell out thousands from her own pocket. He wouldn't approve anything that he felt wasn't 100% down to the extensive smoke and water damage to the property, added several months' delay to works being completed by insisting on needless third party tests (that confirmed our own workmens' finding), curtailed the time they were prepared to pay for alternative accommodation, and in short showed no shred of practical sympathy, understanding or flexibility to meet the needs of a very vulnerable, elderly & disabled client. I wouldn't call him a heartless bastard. Given enough time I'm sure I could come up with a complimentary description - just can't think of one offhand. Won't touch Lloyds again.