How to Prepare an Issue Register for the Insurer's Assessor

Give every issue a stable number

Use a unique identifier that does not change when the wording is refined. Separate categories if useful, such as INC for incomplete work, DEF for defects and CON for consequential damage, but keep the system simple enough for every party to use.

Never renumber the entire register after an insurer has referred to the old numbers. Mark withdrawn or merged items transparently.

Include the information needed for assessment

Useful fields include unit, level, room or elevation, exact location, description, category, first date identified, contract or drawing reference, evidence files, investigation result, proposed method, quantity, quotation line and status.

Add a short explanation of why the item is not merely incomplete or why it is attributable to the first builder where that distinction is likely to be disputed.

Separate fact, opinion and cost

The observation might be missing sealant at the identified threshold. The technical opinion may be that the subsill and flashing arrangement is discontinuous. The scope may require removal, compliant installation and reinstatement. The cost then follows from quantities and rates.

Keeping these steps separate makes it easier to update one component without changing the entire claim narrative.

Use the register throughout the project

Update it after insurer inspection, requests for information, opening-up, decision, rectification and close-out. Add dates and document references rather than overwriting the history.

The replacement builder can use the same register for hold points and completion evidence. The final version then shows which items were accepted, privately funded, not proceeded with or resolved by another party.

Do not close an item at the invoice stage

A significant issue is not fully documented merely because a trade has issued an invoice. The register should not move to complete until it links the original condition, contractual obligation, investigation, methodology, before-during-after evidence, materials, tests, close-up approval, final work, invoice and payment.

This is particularly important where a defect becomes visible only for a few hours during opening-up. The issue register should flag the hold point in advance so the evidence is collected before the cavity, floor, roof or wet area is closed.

Practical takeaway: The issue register should allow an unfamiliar assessor to trace a claimed dollar back to one physical condition and forward to one completed repair.

How ARK Houses can help

ARK Houses can establish and maintain the issue register from initial inspection through quotation, rectification and close-out. The same stable number follows the item so that the claimed dollar, physical condition and completed repair remain connected.

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