How do I make an insurance claim?

Claims are decided on evidence and on the policy wording. Both are established before you speak to anyone, which is why the first hour after an incident matters more than the phone call that follows.

What you'll need

• Policy documents
• Camera or phone
• Receipts and valuations (optional)

Step by step

1. Make the situation safe first.Stop a leak, secure a broken door, get medical help. Insurers expect you to prevent further damage and most policies require it.
2. Photograph everything before touching it.The damage, the cause, the surrounding area, and any damaged contents. This is the evidence the claim rests on and you cannot go back for it.
3. Read your policy before calling.Check what is covered, the excess, any conditions, and the reporting deadline. Knowing the terms changes how the conversation goes.
4. Report within the required timeframe.Many policies have a strict deadline, sometimes just a few days. Late notification is a common reason claims are rejected.
5. Get a police crime reference for theft or malicious damage.Almost every policy requires it, and it must usually be obtained promptly.
6. Keep every receipt and record every conversation.Emergency repairs, alternative accommodation, replacement essentials. Note names, dates and reference numbers for every call.
7. Work out whether claiming is worth it.Compare the claim value against the excess plus the effect on future premiums and any no-claims discount. Small claims often cost more than they recover.
8. Escalate through the complaints process if refused.Then to the financial ombudsman or equivalent. They are free to use and their decisions bind the insurer.

Tips

• Photograph and list valuables now, before anything happens. A contents claim is far easier with a pre-existing record.
• Do not dispose of damaged items until the insurer confirms they are not needed. Insurers sometimes want to inspect them.
• Check whether your policy includes an emergency helpline before paying a call-out yourself. Many do, and unauthorised repairs can affect the claim.

Common mistakes

• Cleaning up before photographing — The evidence is gone and the claim then rests on your description alone, which is a much weaker position.
• Making permanent repairs before the insurer approves — It can invalidate the claim. Emergency measures to prevent further damage are expected; full repairs usually are not.
• Claiming for a small amount without checking the excess — Once the excess and the effect on future premiums are counted, small claims frequently cost more than they recover.

Questions people ask