Claiming on your home insurance is simple - you’ll just need to have a few things in place.
We’ll take you through what you need, how to make a claim, and the impact it might have on your home insurance prices going forward.
Filing a home insurance claim: how to do it
The steps you take will vary depending on your reason for claiming. You should always put your own safety first, and resist the urge to fix any damages yourself.
If you're unsure what your next steps should be, don't worry - our basic checklist will take you through how to make a home insurance claim:
If it’s an emergency
If there's been a burglary or fire, contact the police or the fire brigade straight away. You should receive written confirmation and a crime reference number soon after reporting.
If you can’t stay at the property or your home isn’t secure, contact your home insurance provider as soon as possible. This is especially important if another party’s involved or there’s a risk of further damage.
If you can't stay at your property, your policy may cover you, and your insurer may provide you with emergency accommodation. Contact them straight away to see if this is an option.
For things like burst pipes, it's a good idea to contact your insurer before calling an emergency plumber, as they may have their own network of emergency tradesmen. Paying for one yourself may not be a claimable cost, so always double check.
If it’s not an emergency
In non-emergency situations, here are the steps you'll need to take:
- Gather evidence: Take lots of pictures and videos of the damage done, time stamped if possible. If the issue is due to vandalism or theft, report it to the police and get a crime number. You may need this to claim.
- Make a detailed inventory of what’s been damaged: Note down serial numbers of products you may need to claim for, when they were purchased, the original cost and the state they were in before the damage occurred. Don't throw away damaged items - your home insurer may send a loss adjuster to assess the contents.
- Find proof of ownership of the products you’re claiming for: Think receipts, purchase emails, bank statements, and invoices.
- Use professional valuations as proof for high value items: If you have expensive jewellery or art, professional valuations can help prove their value.
- Contact your insurer: Once you’ve gathered evidence, tell them what has happened. Resist the temptation to get any repairs done until your insurer agrees, as you might not be able to claim for the costs. You can normally find their contact details online - or look through our database of insurance providers, where you may also find details.
- Keep a note of all communications between you and your insurer: This helps you - and them - ensure you’re on the same page.
How long do I have to make a claim?
This depends on your policy, but typically you’ll need to claim within 180 days of the incident or your claim could be refused.
But some insurers may take mitigating circumstances into account. This might be serious illness, bereavement, or you being unaware of the damage at the time of the incident.
How long do home insurance claims take?
This can depend on a range of factors. For minor claims like minor water damage, the claims process may only take a couple of weeks. But for more complex cases, it can take a lot longer - possibly up to a year or more for very complex cases.
Because there's such a wide range of claims, there’s no agreed period or guarantee to settle claims.
If the claim is going to be big, then you may need a loss adjuster involved. But if you’re claiming for smaller items on your contents insurance, it tends to be simpler.
How can I speed up my claim?
To make the claims process as smooth as possible you can:
- Claim as soon after the incident as you can: The longer you leave it, the harder it may be for insurers to assess damage.
- Submit as much evidence as you can: Providing extensive evidence of the incident and the damage caused can help speed up your claim. Use a date stamped camera if you can.
- Keep notes of all communication with your insurer: Keep notes of the back and forth with your insurer so you know you're on the same page.
What can I claim for?
This depends on whether you have buildings insurance, contents insurance or both.
With buildings insurance you can claim for damage to the structure, fixtures and fittings of your home. This includes things like walls, roofs and floors. But it can also mean fitted kitchens, bathrooms and more - depending on your policy.
Contents insurance covers your possessions. This includes things like electricals, furniture, jewellery, and other belongings in your home.
You'll typically be covered against:
- Natural disasters
- Fire vehicle damage
- Theft and vandalism
- Escape of water - i.e. pipes bursting
- Subsidence
- Accidental damage, eg damage you accidentally cause - though some insurers charge extra for this
Is it worth claiming on my home insurance?
This depends on how much you’re claiming for, the excess you’ve agreed to pay and the impact a claim could have on your premiums.
Some claims like modest breakages, might be too small to bother with. This is because you normally have to pay a home insurance excess when you make a claim. An insurance excess is a set amount you have to pay when you make a claim.
So if the claim is for something you could replace easily for less than your excess, it’s not worth claiming. It may be better to pay the cost of repairs or replacement yourself. But if your claim is for something major, it's worth it as repairs can end up costing tens of thousands of pounds.
Making a claim can also affect your no-claims discount, and see the cost of your home insurance rise at your next renewal.
How much does home insurance go up after a claim?
The amount of the increase depends on the type and value of the claim, your claims history, and your insurer. Larger, more frequent claims will likely lead to higher increases. For very small claims where the cost is close to your excess, it can be more cost-effective to pay out-of-pocket to avoid an increase.
What if my home insurance claim is rejected?
If your claim is rejected you should:
- Talk to your insurer: Make sure you’re both on the same page regarding your claim.
- Check your policy: Check your policy details for any special conditions that might mean your claim gets rejected. For example, if you make a buildings insurance claim for storm damage, and it turns out that your roof was in a bad state of repair before the storm.
- Submit as much evidence as possible: Ensure you've given your insurer all available evidence that could help your claim.
If your claim is still rejected and you believe the outcome is unfair you can:
- Make a formal complaint: This can be done either through letter or email. All insurers will have a complaints process.
- Escalate your complaint: If you’re still unhappy, you can contact the financial ombudsman service. This is free and independent, and can help resolve issues. They’ll look at complaints and if they rule in your favour, your insurer must pay out.
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