Our approach
What does a counter-expert actually do?
A counter-expert is your own loss adjuster. He or she sits next to the insurer's expert, with the same expertise but one clear difference: the counter-expert works only for you.
Good to know
- Independent
We work exclusively for policyholders. No ties with insurers or intermediaries.
- No cost to you
Our reasonable expertise fees are reimbursed by your insurer β on top of your claim amount.
- Recognised
Preferred provider of the Dutch Insurance Ombudsman since 2020.
After damage occurs, you report it to your insurer. They almost immediately send their own loss adjuster. That makes sense β that expert has to assess what happened, how much it costs and whether the policy covers it. What many policyholders do not know: you have the right to engage your own expert as well. That expert is paid by your insurer, even though he or she works only for you.
It may sound strange, but it is anchored in law and laid down in virtually all policy conditions. The idea behind it: an insurer is not allowed to unilaterally determine the loss. The policyholder must have an equal counter-voice, with the same technical expertise.
That is what a counter-expert does. And that is what we do β for more than a quarter of a century, for private clients as well as for SMEs.
Insurer's loss adjuster versus counter-expert
How it works with us
Four steps, from first notification to payment. No jargon, no surprises.
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01
1. Immediate contact
You call or report your damage online. We usually get back to you within 24 hours and decide together whether and how quickly we visit.
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02
2. Damage assessment
Our expert visits the location, maps the damage fully, speaks with you and β if one is already on site β with your insurer's expert.
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03
3. Negotiation
We lead the conversation with the insurer. On the basis of arguments, policy conditions and evidence β not behind closed doors.
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04
4. Settlement
We guide you until the amount is in your account. Including objections to unreasonable deductions or incomplete items.
Why independent really means independent
"Independent" has become a worn-out word. Many firms call themselves independent but also structurally work for insurers, or are owned by an intermediary that is financed by insurers.
Krantz & Polak works exclusively for policyholders. No assignments from insurers, no shareholder relationships with intermediaries, no sponsorship or commercial partnerships. That is verifiable and transparent β we publish our position openly.
The Dutch Insurance Ombudsman selected us in 2020 for that reason as preferred provider for independent claim assessments: cases where the Ombudsman itself required a neutral, technically strong assessment.
Frequently asked
When should I engage a counter-expert?
As early as possible, preferably before the insurer's expert visits. This prevents the damage being recorded one-sidedly. But also at a later stage β when you doubt a report or an offer β we can still make a substantial difference.
Am I allowed to engage a counter-expert? What does my policy say?
Yes. Almost every indemnity insurance policy includes the right to your own expert. Some insurers try to restrict that right by imposing training or registration requirements β such requirements are not always legally sustainable. In 2020 the Court of The Hague ruled that Achmea had to drop such requirements.
What does it cost me?
Nothing out of pocket. Our reasonable expertise fees are reimbursed by your insurer. That is set out in law and forms a standard part of virtually all policies.
What if the insurer refuses to pay for my counter-expert?
This happens sometimes β usually without justification. We have many years of experience in recovering expertise fees, also through the courts where necessary. The law and case law are on your side.
Is a counter-expert the same as a claims coach?
Sometimes yes, sometimes no. A claims coach is broader: guidance throughout the process, advice, communication. The counter-expert is specifically the specialist who assesses the damage and negotiates the settlement. At Krantz & Polak we combine both roles where that makes sense.
Do you also work for SMEs?
Yes. A significant part of our work concerns business damage: property damage, business interruption due to downtime, loss of profit and recovery of customer relations. For SME clients there is no cost risk and the impact of a sound assessment is often substantial.
Just had damage?
Call us or report your claim online. We usually respond within 24 hours.