How to deal with an insurance claim

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How to deal with an insurance claim

When making an initial call to your insurer, it is always ideal to have read your policy documents before you make the call.  It can be the difference between your claim being processed or being rejected at the outset.  By doing this, you can direct the insurer to the exact policy wording that confirms that you are covered for the incident.  So, how to deal with an insurance claim?

Unfortunately, some call centres can at times advise callers that they are not covered but there is always something you can do.

If you find yourself in this position and you are not sure if you are covered, you need to look at your policy documents first and point out anything that appears to confirm that you are covered to your insurer.

One of our members found that when she originally called the claims line, she was falsely advised that she was not covered.  This only came to light once she contacted the Financial Ombudsman Service, and they upheld her complaint.

Follow our guide

  1. Make a note of the date and time of the incident and what type of incident occurred.
  2. Have your policy documents to hand.
  3. Read your policy documents so that you can confirm to the insurer during the call that you are covered (especially when calling about an escape of water).
  4. If you need to call out an engineer, this should be covered in your policy documentation.  When you speak to the insurer, ask them to confirm that will pay the engineer’s costs.
  5. The operator will ask you quite a few questions about the issue.  If you are not sure, do not guess otherwise your claim may be rejected.  Only respond with what you know and what you can see.
  6. If your home is burgled or suffered an escape of water or fire, our how to claim guides are listed below.
  7. If it is a car involved, click here.
  8. The operator may then advise you that you are covered or not.

*Good tip: If you are claiming on your home insurance on a buy to let property, loss of rent should also be covered under your buildings insurance policy.  Again, always check your policy carefully before you make a call.

How to claim:

Loss or escape of water

Vehicle/Car Accident



Storm Damage

Tree Subsidence/Subsidence