Making a home insurance claim: a step-by-step guide
Home insurance claims — for theft, fire, flooding, or accidental damage — follow a defined process. Knowing the steps before you need them reduces delays, avoids mistakes, and protects your settlement.
Before a claim happens: what to have ready
The easiest claims are those where the policyholder has prepared in advance. The following do not take long and make a significant difference:
- Keep a home inventory — a list of significant possessions with photographs and approximate values. A phone photo album organised by room is sufficient. For high-value items, keep receipts or valuations separately.
- Store your policy schedule and emergency claim number somewhere you can reach without internet access — saved to your phone as a screenshot or printed out.
- Know your excess for buildings and contents separately — these are often different figures and may have additional flood or subsidence excesses.
The claim process, step by step
In an emergency (fire, flood, storm damage), prioritise safety first. Take reasonable temporary measures to prevent further damage — board up broken windows, place buckets, move items out of standing water. Do not start permanent repairs yet.
For theft, vandalism, or malicious damage, report to the police and obtain a crime reference number. Most insurers require this as a condition of the claim.
Call the claims line on your policy schedule — not a general customer service number. Report the incident, describe the damage, and ask what documentation they need. Failure to notify promptly can give the insurer grounds to dispute the claim.
Photograph or video all damage before any cleaning up. Note what is damaged and its approximate value. For stolen items, gather purchase receipts, bank statements, or product serial numbers. For structural damage, photograph the source (e.g., the broken pipe, the damaged roof section) as well as the resulting damage.
For significant claims the insurer will appoint a loss adjuster to inspect the damage. Cooperate fully — show them all affected areas, provide your documentation. Ask them to explain their assessment in writing. See the FAQ below for your options if you disagree with their findings.
Once the insurer presents a settlement figure, check it against your own documentation. The indemnity principle means you should be restored to your pre-loss position. If the offer is lower than that, challenge it in writing with your evidence. If unresolved after 8 weeks, escalate to the Financial Ombudsman Service (UK) or equivalent body.
Common mistakes that delay or reduce home claims
- Starting permanent repairs without insurer approval. Repair costs not pre-approved may not be covered.
- Disposing of damaged items. The loss adjuster needs to see the damaged goods. Keep everything until instructed otherwise.
- Underestimating the sum insured. If you are under-insured, the average clause reduces your payout proportionally. See our article on rebuild costs and under-insurance.
- Missing the notification window. Most policies require you to report a claim within a set period — sometimes as short as 30 days. Check your policy conditions.
Home claims FAQ
Frequently asked questions
- Generally no — notify your insurer first. Most policies require you to report a claim promptly, and your insurer may want to appoint their own loss adjuster or approved repairer before work begins. Getting your own quotes first can be useful for context, but starting repairs without insurer approval may mean costs are not covered. In an emergency (e.g., a broken roof after a storm), temporary protective measures to prevent further damage are usually allowed — keep receipts.
- A loss adjuster is an independent professional appointed by the insurer to investigate a claim, assess its validity, and recommend a settlement amount. Their role is to act fairly but they are instructed by the insurer. You are not obliged to accept their assessment. If you disagree, you can appoint a loss assessor — a professional who acts on your behalf. Loss assessors usually charge a percentage of the claim settlement. For large claims, this may be worthwhile. The Chartered Institute of Loss Adjusters (CILA) maintains a register of regulated loss adjusters.
- Yes. Most home insurers apply a similar no-claims discount to home policies as motor insurers do for motor cover. A claim resets or reduces your discount at the next renewal, increasing your premium. This means a small claim — say £400 of water damage — may cost you more in higher premiums over three years than the settlement value. For borderline claims, calculate whether the net benefit after future premium increases is positive before submitting. Not all policies work this way — check whether yours has a home no-claims discount.
- Most comprehensive home insurance policies include alternative accommodation cover, which pays for reasonable temporary accommodation while your home is being repaired after an insured event (fire, flood, subsidence). This cover has a limit — check your policy schedule for the maximum amount and duration. Notify your insurer immediately if your property becomes uninhabitable; they will typically arrange accommodation or provide a daily rate. Keep all receipts.