14/06/2026
Two Reports. Two Different Outcomes. One Important Lesson.
I review a large number of technical reports every year, and I am still surprised by how often bias can influence the outcome.
Recently, I reviewed two plumbing reports relating to the same issue.
The first report, prepared for an insurer, stated it was unbiased. However, the conclusion relied on assumptions that favoured the insurer’s position. No testing was undertaken to support those assumptions. A professional opinion without supporting evidence may be considered an opinion, but it is not a conclusive finding.
The second report, commissioned by the strata manager, was very different. Testing was performed, the evidence was documented, and the conclusions were directly supported by the results. The outcome was evidence-based and defensible.
This highlights one of the biggest mistakes any inspector, assessor, consultant, or expert can make: allowing assumptions to drive conclusions rather than allowing evidence to guide them.
What concerns me most is the impact this has on clients. Recently, while discussing a claim, a highly educated professional—someone respected by their peers and accomplished in their field—told me they felt “stupid” dealing with the insurance process.
I hear this more often than I should.
The reality is that many intelligent and capable people become overwhelmed when navigating complex claims and conflicting expert opinions. It is not because they lack knowledge; it is because the system can be difficult to understand and challenging to challenge.
Good reporting should not advocate for a party. It should advocate for the facts.
Evidence first. Assumptions last.
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