Making a Claim

Starting a claim

Contact your insurer as soon as possible after something happens, using the claims number in your policy documents. Report thefts or crimes to the police first where required and get a crime reference number. Give an accurate account of what happened — you have a duty not to make a misrepresentation, and exaggerating or inventing a claim is fraud.

Excess and how payouts work

An excess is the amount you agree to pay towards a claim before the insurer pays the rest. There may be a compulsory excess set by the insurer and a voluntary excess you chose to lower your premium. The insurer will assess your claim, may appoint a loss adjuster for larger claims, and will either repair, replace or pay you a cash settlement depending on the policy.

• Compulsory excess — set by the insurer for the type of claim
• Voluntary excess — an amount you chose to reduce your premium
• Settlement — repair, replacement, or a cash payment, as the policy provides

Evidence and timescales

Good evidence speeds up a claim and reduces disputes. Keep photographs, receipts or proof of ownership, any crime reference number, and a record of your contact with the insurer. Under the FCA’s rules and Consumer Duty, insurers must handle claims promptly and fairly and must not unreasonably reject a valid claim; if you think they are dragging their feet, you can complain.