Making a Claim: Evidence and Timescales
Claims are assessed on evidence, and the evidence available is largely determined by what the policyholder does in the first hours and days.
Notify promptly
Policies require notification within a reasonable period, and some specify a number of days. Delay gives the insurer grounds to question the claim and makes investigation harder.
Notify even where you are unsure whether you will proceed. Notification is not the same as claiming, and it preserves your position.
For theft, criminal damage or anything involving a third party, report to the police first and obtain a reference number, which most policies require.
Mitigate further damage
Policies impose a duty to prevent the situation worsening — tarping a roof, turning off the water, boarding a broken window.
These costs are usually recoverable, so keep receipts. Failing to mitigate can reduce a settlement.
Do not carry out permanent repairs before the insurer has inspected, unless it is a genuine emergency. Keep damaged items and removed materials where possible, since the insurer may want to examine them.
Documenting properly
Photograph everything before touching it, from several angles and including the wider context, not just the damage.
For water damage, photograph the source as well as the result. For theft, photograph the point of entry.
List damaged or stolen items with descriptions, approximate purchase dates and values, and locate receipts, bank statements or photographs showing you owned them.
Proof of ownership is the item people most often lack. Photographs of rooms taken periodically, stored off-site, solve this cheaply.
During the claim
Keep a written log of every contact: date, name, what was said and what was promised. Follow up phone conversations with a short confirming email.
Where a loss adjuster is appointed, they act for the insurer. Being cooperative and factual is sensible; treating them as an advocate for you is not.
For substantial or complex claims, a public loss assessor acts for you for a percentage of the settlement, which is worth considering where the sums are large.
Settlement
Ask for the basis of any offer in writing, itemised. Compare it against independent quotes for the work or replacements.
Check whether settlement is on a replacement or indemnity basis, since the difference is substantial.
If the offer seems low, respond with evidence rather than assertion — competing quotes, comparable prices, or an independent report.
If unresolved, escalate through the insurer's complaints procedure and then to the relevant ombudsman or dispute scheme, which is free and reviews the evidence afresh.
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