Insurance broker or who else?

Hi all,

My investment property was burnt down by the tenant last November.
The police was involved and tenant was charged.
The insurance accepted the claim at the beginning of December. By the end of December, insurance said that the house will be demolished and I will be contacted in January to organise payout and that I need to contact my bank in order to organise this.

By the end of January, the insurance said that that this timeframe was not correct and that it will take 1 extra month or more for them to be able to make an offer. Insurance also said that they are getting quotes for the rebuilt and it is not clear if they will offer a payout or to rebuilt.. Insurance cannot tell me now if the amount I insured will cover the claim as they are still getting quotes.

It's been now 3.5 months since the fire.

I made many complains to the loss assessor and to the insurance directly (the person who is dealing with my claim). But I didn't escalate it yet.

Questions:
1) Is all this normal or acceptable?

2) Do I need to contact some one to represent me or not? If yes who is that person?

Data:
* 3 bed + 1 bath brick veneer
* 120m2 total area + small entry verandah
* Built in 1963
* Renovated and was in good condition
* Insured for $295,000 + 30,000 for debris/professional fees, etc
* Fire 1st week of November 2020

All genuine advice is welcome.
Thanks

 

Contact the insurance ombudsman if you believe that you are being treated unfairly.