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How to make a home insurance claim

Whether you’ve had a break in, a burst pipe, or you’ve started spotting signs of subsidence, you might be able to make a claim on your home insurance. Find out what you need to know with our step-by-step guide.

Whether you’ve had a break in, a burst pipe, or you’ve started spotting signs of subsidence, you might be able to make a claim on your home insurance. Find out what you need to know with our step-by-step guide.

Written by
Rachel Lacey
Insurance and money expert
Last Updated
5 min read
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How do I make a insurance claim?

Claiming on home insurance is something we’d all rather avoid. But if your home has been damaged or you’ve had your belongings stolen in a burglary your insurance provider is there to help.  

Follow our steps to hassle-free claiming.

Step 1: If there’s been a crime, report it

If you’ve been a victim of a crime, for example your home has been broken into or vandalised, your first step should always be to contact the police. 

Even if you think there’s little chance of catching the criminals responsible, it’s essential you report it. This is because the police will give you a crime reference number, which you’ll need when you submit your claim to your home insurance provider. 

To contact the police call 101, unless it’s an emergency, in which case you should call 999.

Step 2: Have your documents at the ready

Keep your insurance documents somewhere safe and within easy reach, along with photos and receipts for any high-value items. This will make claiming a whole lot simpler. 

If you’re claiming for valuable items such as jewellery, tech or furniture, photos that show them in their original condition can be a real help. Serial numbers for gadgets, like cameras and laptops, can also be useful. If you don’t have receipts or photos, you may be able to find proof of purchase on your credit card bills or bank statements.

Step 3: Check you’re covered

Make sure your policy covers what you want to claim for. Most home insurance policies won’t cover damage caused by pets or wear and tear, for instance. If you’ve had a spillage like red wine on the sofa or coffee on your laptop, you’ll only be covered if your policy includes accidental damage. 

If in doubt, contact your insurance provider.

Step 4: Hang on to damaged items

Insurance providers will often want to see evidence of what’s happened. So don’t start repair work or throw away damaged items before your provider has had a chance to assess the situation.   

In any claim, taking photos or videos of the immediate aftermath can help smooth the process.

Step 5: Contact your insurance provider

Get in touch with your insurance provider as soon as possible, particularly if you’re making a large claim – for a flood or house fire, for example. Most insurance providers have a 24-hour helpline, so you can get the ball rolling straight away. You’ll find the number on their website or your policy paperwork. Many providers will also now let you register your claim online.

Give your provider as much information as you can about the incident. They’ll then let you know if you’re covered and explain what documents you’ll need to support your claim.

Step 6: Talk to a loss assessor

If your home needs extensive repair work because of a fire, flood or burst pipe, for example, your provider will most likely send a loss adjuster. Their job is to assess the damage and organise the repair work on your behalf. For larger or potentially contentious claims, you might want to appoint your own loss adjuster to represent your interests and negotiate with the insurance provider’s team on your behalf.

Will my home insurance premium go up if I make a claim?

Your home insurance premium is likely to go up if you make a claim. That’s because your insurance provider will view you as a higher risk, than someone who’s never claimed on their policy. 

If your premium does go up at renewal time, you can use it as an opportunity to shop around for a better deal with a different provider.

Is it worth making an insurance claim?

As your premium is likely to go up after you’ve made a claim, you might want to think carefully about making smaller claims. 

For smaller incidents where you could afford replacements or repair work, you might end up better off footing the bill yourself. This will also mean you don’t lose your no claims discount

Your excess – the amount you pay towards a claim – also comes into it. If you have a large excess, you’ll have to pay most of the cost of a small claim yourself. So you’ll need to balance the small pay out you’ll receive against the cost of your premium going up and losing any no claims discount.  

If you decide not to make a claim, you might still need to tell your insurance provider about your losses – check your policy documents to see if this is the case.

How long will my insurance claim take to process?

This depends on the nature of the claim and how complicated it is. Many claims are processed within a few days, but a particularly complex case – for example, one involving major damage to the structure of your home – could take many months.

Contents insurance claims tend to be more straightforward. Whatever your situation, your insurance provider should keep you in the loop, from start to finish.

How can I get a good deal on my home insurance?

We can help you compare policies from a range of UK home insurance providers in minutes. See if you can get a great deal today.

Frequently asked questions

How long do I have to make a claim on my home insurance?

Insurance providers usually allow up to 180 days to make a claim, although this isn’t the case for all providers, so check your policy documents. It’s best to get started as soon as you can, otherwise there’s a risk that you’ll forget important details that could help your claim.

Can I make a home insurance claim without proof of purchase?

Some providers specify that to make a claim on your contents insurance, you must provide receipts (or photos of receipts) for any items that have been stolen or damaged. Alternatively, if you haven’t kept your receipts, you can usually claim if you have some other proof of purchase, such as your bank or credit card statement.

How can I reduce the chance of my home insurance claim being rejected?

Firstly, check your policy details so you don’t claim for something you’re not covered for. Another good tip is to keep receipts whenever you buy expensive items. If any of your belongings are later stolen or damaged, you may be asked to provide evidence of when you bought them and what they cost. It’s also important to keep your home in a good state of repair. Claims can be turned down if the property hasn’t been properly maintained.

How do I complain about a home insurance claim?

If you’re unhappy with the outcome of your claim, or you feel your home insurance provider has treated you unfairly, you’re entitled to make a complaint. Go through your provider’s official complaints procedure first to give them a chance to put things right. If you’re still not satisfied, you can take your case to the Financial Ombudsman Service.

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