Home Insurance Claims
Below we offer advice and tips about the process of making a house insurance claim.
Always inform the police immediately in the event of your home being burgled or vandalised. Ask the police for a crime reference number. You can give this to your insurance company if they request it.
If your house has been burgled check carefully to see what has been taken. Tell your bank immediately if any credit cards or cheque books have been taken. If your passport has been stolen inform the passport office immediately. If your driving licence has been stolen inform DVLA immediately.
In the event of a domestic emergency - burst pipes, weather damage, broken locks, broken windows etc there will be an emergency number in your policy documents that you can call. You will be given advice on what to to next.
In the event you have to make a claim on your home insurance there will be a telephone helpline number and email address in your policy documents especially for claims.
The first thing to do when making a claim is to read your policy documents carefully. In your documents there will be a home insurance schedule which will list all the different sections under which your home is insured.
In your schedule there will be a list of exceptions. Things you may not be able to claim for. There will also be limits on certain things like cash. This means your insurer will only pay up to a certain amount for any cash that was stolen.
Read your policy to see if you took out Home Emergency Cover or Legal Protection with your insurance.
Did you take "Accidental Damage"? This is an option.
You should contact your insurance provider as soon as possible in the event of a claim. When you contact your provider have your policy number at hand. Your insurance company will want to know what has happened and when it happened. they will also ask you what action you have take. Example, "Did you call the police"?
Most insurance companies will have a "Claims Advisor".
Small claims can sometimes be settled immediately.
For large claims your insurance company will normally send out a "loss adjuster". A loss adjuster is a person who will assess your claim. They will then advise the insurance company of the facts. Insurance companies have different specialists for each type of claim.
Always follow the conditions of your policy documents. Your policy might state that you need to keep receipts for certain items you have purchased. You may have a certain time limit to claim in. Your may need to prove the value of an object.
Check your policy to find out what locks you should have on your doors and windows. There might be a minimum specification.
"What happens if I am underinsured"? If you are underinsured then your insurer will only pay the amount originally agreed. In other words you will receive a "reduced payout". It is important that you value your possessions correctly. The "Sum Assured" is the total amount your insurer will pay.
If you have an "Excess" on your policy then you will have to pay this. The "Excess" is an agreed amount between you and your insurer when you took out your policy. It is designed to discourage people from making lots of claims since they will have to pay a certain amount themselves.
If you are making a claim under the buildings insurance part of your policy then your insurer will pay for any repairs to your home covered in your policy documents. You may be asked to obtain estimates, normally two, from reputable companies. Once satisfied your insurer will give you the go ahead to carry out the work.
In the event of a home insurance claim some companies will pay you directly. Others will pay the company (builder) directly. Many insurers have approved companies, specialists or suppliers that they will ask to complete the work.
If you are making a claim for contents then your insurer will either pay for a new item or reimburse you so you can buy the same item new. The insurer can sometimes pay for an item to be repaired or offer to cover the costs of repair. If you want to "upgrade" to a new model of an item that was damaged, lost or stolen your insurer will ask you to pay the difference between your original item and your new upgraded item.
If your home has been damaged due to bad weather or a burglary it is a good idea to take photos of the damage for your records.
You should not replace any damaged or stolen goods until your insurance company gives you the go ahead. Talk to them first.
Do you want to claim for Subsidence? Subsidence is the downward movement of the ground supporting your home which can result in the appearance of diagonal cracks to the weakest areas of your home. These cracks can also show above and below doors and windows .
If your insurance company feels you have lied when you completed your application for insurance they can sometimes cancel your claim an your policy. It is very important to be honest when applying for home insurance.
If you are not happy with your home insurance companies offer and feel it is less than you expected you can complain to the Financial Ombudsman Service. Before you do that ask your insurer in writing how they valued your possessions and why they have made you the offer they have.
If you have bee a victim of crime we highly recommend, Victim Support. Victim Support is a charity that helps people who have been victims of crime. It provides free help. Their telephone number is 0845 30 30 900. They are open 9am to 9pm weekdays, 9am to 7pm on weekends and 9am to 5pm on bank holidays.
Thank you for reading our UK Home Insurance Claims page!
Always remember to read your policy documents carefully because the information given above about house insurance claims can vary from insurer to insurer.
