How to Make a Home Insurance Claim in the UK
Before You Claim
Making a home insurance claim is more straightforward than many people expect. The key is acting quickly, documenting everything, and understanding what your policy covers before you call your insurer. First, deal with any immediate safety issues. If a storm has damaged your roof, make temporary repairs to prevent further damage - most policies require you to take reasonable steps to limit losses. Keep receipts for any emergency work.
Check Your Policy First
Re-read your policy to confirm the damage is covered and understand your excess levels. Most home insurance policies have compulsory excess (set by the insurer) plus voluntary excess (the amount you agreed when taking out the policy). If the total claim value is only slightly above your combined excess, you may be better off not claiming to avoid a premium increase at renewal.
Gather Evidence
- Photographs and video of all damage
- List of damaged or stolen items with estimated values
- Receipts, bank statements, or valuations for high-value items
- Police crime reference number (mandatory for theft or vandalism claims)
Contact Your Insurer
Call the claims number on your policy schedule. Most major insurers now also accept claims online or via app. For larger claims, a loss adjuster may assess the damage in person.
If Your Claim Is Rejected
Follow the formal complaints process. If unresolved within 8 weeks, escalate to the Financial Ombudsman Service (FOS) free of charge. Keep written records of all communications including dates and names.
