Ms Orr says under Youi's agreement with it, the builder was required to start work within 10 days of the scope of works being signed and the excess being received.

However the builder did not start work for another four months.

Ms Orr asked what Youi did during this delay.

"I don't think Youi did enough, Ms Orr," Mr Storey said.

Mr Storey accepts that Youi failed to handle Ms Murphy's claim in a timely manner, in accordance with the General Insurance Code of Practice.