I am an owner who had a small hot water system under the sink in the kitchen fail (it was only 5 years old). It caused considerable damage to my place and the apartment downstairs. Strata insurance is paying for repairs to floorboards, ceilings. paintwork etc in the downstairs apartment. My place is being dealt with by my contents insurer CHU who has been prompt and professional. Interestingly the damage to my kitchen cabinets is deemed strata. My question is about Strata Insurance. In 5 weeks no progress. The process is that I speak to our Managing Agent, who speaks to the broker. The broker sent a man with an ipad who sent pictures to the assessor who speaks to the insurer. Is it normal to have a broker involved? (I have never made a claim before). He seems to have no idea of the damage and that nothing can be done till the kitchen is dealt with. Do all insurance companies work through a broker? Are they supposed to have any expertise aside from selling insurance? It seems very odd but maybe this is how these things are done?