The Claims Process: How to File a Home Insurance Claim

Understanding Home Insurance Claims

Filing a home insurance claim can feel tricky. Still, if you know the steps, you can get the money you deserve. It does not matter if you are claiming for storm damage, water damage, theft, or accidental damage. By following a clear process, you can avoid delays.

A home insurance claim usually covers either buildings insurance or contents insurance. Buildings insurance protects the structure of your home, while contents insurance covers your belongings. If there is damage, your home insurer might send a loss adjuster or a loss assessor to look at the claim. How fast your claim goes through depends on your insurer’s steps, the papers you give them, and if they need outside help to assess the damage.

What to Do Immediately After Damage Occurs

Step 1: Ensure Safety and Prevent Further Damage

• If there is serious damage, like fire, flooding, or a subsidence claim, make sure everyone is safe first.
• Evacuate the building if needed, and call emergency services.
• Act quickly to stop more damage. You can cover broken windows or turn off the water to prevent leaks.
• Keep all receipts for emergency repairs. They may be part of your claim and could help with reimbursement.
• If you have home emergency cover, see if you can get immediate repairs from a contractor approved by the provider.

Step 2: Notify Relevant Authorities

• If your claim is about burglary, theft, or vandalism, tell the police right away.
• Get a crime reference number. Insurers usually need this before they look at your claim.
• For storm damage or subsidence, your insurer might ask for proof from the Association of British Insurers or the local council to check your claim.

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How to File a Home Insurance Claim

Step 3: Review Your Insurance Policy

• Check your policy documents carefully to know the policy terms and what is included.
• Look for information on policy excess. You may need to pay a lower amount before you get a payout.
• Think about if it’s worth claiming. Small repairs might raise your home insurance premium and affect your claims bonus.
• Some policies do not cover damage from poor maintenance. Make sure the damage is covered before you submit a claim.

Step 4: Contact Your Home Insurance Provider

• Call your home insurer right away to begin the claims process.
• Be ready to share your insurance policy number and explain the damage or loss clearly.
• Ask if there are any time limits or needed paperwork to prevent delays.
• If your claim needs extensive repairs, you might have to get several repair estimates for approval.

Step 5: Document the Damage

• Take pictures and videos of the damage from different angles.
• Make a list of belongings that were stolen or broken.
• Show proof of ownership, like receipts, bank statements, or warranties.
• If the claim is about subsidence, take photos with time stamps to show how cracks and damage have gotten worse over time.

Step 6: Complete the Claim Form

• Some home insurance policies need a claim form. Make sure to fill it out with correct details.
• Include supporting documents like repair estimates and police reports, if necessary.
• Send everything in quickly to avoid delays.
• If your home insurance provider asks for more information, reply fast to help prevent claim rejection.

What Happens After Submitting a Claim?

Step 7: Assessment by a Loss Adjuster or Loss Assessor

• If your claim needs a lot of repairs, your home insurance provider may send a loss adjuster to check the damage.
• The loss adjuster is there for the insurer to figure out the right claim amount.
• If you feel your claim is too low, you can hire a loss assessor. This person works on their own to help you get a fair payout.
• For claims about storm damage or subsidence, insurers might ask for a surveyor’s report before they make a decision on the payout.

Step 8: Approval and Settlement

• If approved, the insurer will offer one of the following options:

  • Cash settlement – A lump sum payment based on repair estimates.

  • Direct repairs – The insurer will arrange repairs with their chosen contractors.

  • Replacement of items – If you lose items, the insurer may replace them with similar ones.

• If your claim is denied or the payout is not enough, you can appeal the decision.

Step 9: Handling Disputes and Appeals

• If you do not agree with what the insurer decided, ask for a written explanation.
• Share any extra evidence that can back up your claim.
• If necessary, take your issue to the Association of British Insurers or the Financial Ombudsman Service.
• If the insurer argues that the damage is due to poor maintenance instead of storm damage, think about getting an independent structural survey. This can help you question their decision.

How to Minimise Future Claim Issues

• Look at your home insurance cover regularly to make sure it fits your needs.
• Store all policy documents and receipts in a safe spot.
• Take care of your home to prevent issues from poor maintenance.
• See if your policy has home emergency cover for urgent fixes.
• Remember that making claims often can raise your home insurance premium.
• Improve your security systems, like burglar alarms and CCTV, to cut risks and maybe lower your premiums.

Correct as of 10 February 2025