Home Insurance Guide Part 9: How to claim

If the unexpected happens and you need to claim on your home insurance, we've put together a handy guide to help you through the process:

1.    If you’re dealing with an emergency situation, such as a leak, malicious damage, theft or anything that leaves your property vulnerable, inform the relevant emergency services and either evacuate or secure the building. If the police are involved, always make sure you take the crime reference number – you’ll need it to proceed with your claim.

2.    If relevant, take photographs or video footage of the damage as soon as you can. Photographic evidence is always useful and can help your claim progress quickly.

3.    Do a thorough search of your property and make a list of damaged or stolen items.

4.    Check your policy immediately to make sure you’re fully covered and note the excess. Check the small print and if in doubt, contact your insurance provider for guidance. Don’t start buying replacements at this stage – you need full approval that the items you need to replace are covered under the terms of your policy so you should wait for the go-ahead from your insurance provider before you start shopping!.

5.    Call your insurer and let them know about your intention to claim. They will take some details from you to log the claim on the system and they may then send you a claim form. If you have a crime number, tell the advisor. Refer to your list and any photographic evidence to make sure you have reported everything. If you have home emergency cover on your policy, any emergency work can be handled immediately – your insurer may arrange this for you as per the terms of your policy.

6.    Complete the claim form with care, providing exact details of the damage and if necessary include further photographic evidence and receipts if applicable. The more information you can specify on the claim form, the quicker your claim will be dealt with.

7.    You may be asked to get estimates to replace items or for any repair work. Get at least 3 quotations and inform your insurers as soon as possible. Your claim may be referred to a Loss Adjuster who will call you for further details surrounding the claim and possibly arrange an appointment to assess the damage. If significant, it could take a few weeks before full settlement is made.

8.    Once you’ve submitted your claim, be patient but proactive - check the progress regularly with your loss adjuster or claims advisor.

Read our home insurance articles and guides for more great topics or get a home insurance quote.