A well-organised claim is usually a quicker claim. These steps apply to most home and car insurance policies.
Key things to know
- Contact your insurer as soon as possible; most policies require prompt notice.
- Gather evidence: photos, receipts, police or crime reference numbers and witness details.
- Prevent further damage, but don’t throw away damaged items until the insurer agrees.
- Keep a record of every call, email and letter.
Making a claim can feel daunting, but most follow the same pattern. Being organised from the start makes the process smoother.
Step by step
- Read your policy: check what’s covered, the excess and any time limits for reporting.
- Contact your insurer promptly: many policies require you to report incidents as soon as possible.
- Gather evidence: photos and video of the damage, receipts, and reference numbers from the police for theft or crime.
- Prevent further damage: for example, turn off the water after a leak or arrange temporary repairs.
- Keep damaged items: don’t throw anything away until the insurer has seen it or agreed.
- Track everything: note dates, names and what was said in every call.
For car accidents
| Do | Don’t |
|---|---|
| Stop and make sure everyone is safe | Admit liability at the scene |
| Exchange names, addresses and insurance details | Leave without exchanging details |
| Take photos of vehicles and the scene | Agree private payments without thinking it through |
| Report to the police if required | Delay telling your insurer |
Worth doing
Write a short timeline of what happened while it’s fresh, with times and locations. It helps you answer questions consistently later.
What happens next
Your insurer may settle simple claims quickly or appoint a loss adjuster to assess larger ones. You’ll pay your excess, and the insurer pays the rest of the agreed amount.
Check your policy
Be accurate and honest in everything you tell your insurer. Exaggerating a claim is fraud and can lead to the claim being refused and the policy cancelled.
If something goes wrong
If your claim is refused or delayed, you can complain. Our guide to rejected claims explains how to challenge the decision, including through the Financial Ombudsman Service.
Questions answered
How long does a claim take?
Simple claims can be settled in days; complex ones, like major water damage, can take months. Ask your insurer for an estimated timeline.
Should I admit fault after a car accident?
No. Exchange details and let your insurer handle liability. Admitting fault at the scene can complicate the claim.
Can I get emergency repairs done first?
Usually yes, to stop further damage, such as a temporary roof cover. Keep receipts and tell your insurer.
This guide is general information, not financial or insurance advice. Policies differ, so always read your own policy documents and check with your insurer. If you have a complaint, your insurer’s complaints process and the Financial Ombudsman Service can help.