Making an Insurance Claim
Step-by-step guide to making a claim under a general insurance policy (home, motor, travel, or business) in England & Wales.
Prezentare generală
When you suffer a loss covered by an insurance policy, making a claim promptly and correctly is essential. This guide covers the general process for notifying your insurer, gathering evidence, dealing with loss adjusters, and escalating disputes. The Insurance Act 2015 reformed the duty of fair presentation for business insurance, while consumer claims are governed by the Consumer Insurance (Disclosure and Representations) Act 2012.
Cine poate folosi acest proces
- You hold a valid insurance policy covering the type of loss suffered
- The loss occurred during the policy period
- You have complied with any policy conditions (e.g., security requirements)
- You can provide evidence of the loss (receipts, photos, police reports)
Proces pas cu pas
Notify your insurer immediately
Contact your insurer or broker as soon as possible after the loss. Most policies require notification within a specified period (often 30 days). Provide basic details: what happened, when, where, and an initial estimate of loss.
- Keep a record of all calls and emails
- Note the claim reference number
Gather and preserve evidence
Collect all evidence of the loss: photographs, receipts, valuations, police crime reference numbers (for theft), medical reports (for injury), and any witness statements. Do not dispose of damaged items until the insurer has had a chance to inspect.
- Take photos/video of damage before any clean-up
- Keep damaged items as evidence
Complete the claim form
Fill in the insurer's claim form accurately and completely. Attach all supporting documents. For business insurance, remember your duty of fair presentation under the Insurance Act 2015 — disclose all material facts honestly.
- Be truthful — any misrepresentation could void your claim
- Keep copies of everything you submit
Cooperate with the loss adjuster
For larger claims, the insurer may appoint a loss adjuster to investigate. Cooperate fully, provide access to the property or documents, and answer questions honestly. You can also appoint your own loss assessor to represent your interests.
- You are not obliged to accept the loss adjuster's valuation
- A loss assessor works for you, a loss adjuster works for the insurer
Review the settlement offer
Once the insurer makes an offer, review it carefully against your policy terms. If you disagree with the amount, negotiate with evidence. You can challenge any deductions (excess, depreciation, policy limits).
- Check the policy wording on how claims are valued (new-for-old, indemnity, agreed value)
- Get independent quotes if the offer seems low
Escalate if necessary
If you cannot resolve the dispute with the insurer, complain through their internal complaints procedure first. If still unresolved after 8 weeks (or a final response), refer the complaint to the Financial Ombudsman Service (FOS). FOS decisions are binding on the insurer up to £415,000.
- The FOS service is free for consumers
- You have 6 months from the insurer's final response to refer to FOS
Costuri
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Never exaggerate or fabricate a claim — insurance fraud is a criminal offence and will result in your entire claim being rejected and your policy voided.
Check your policy excess — you will need to pay this amount before the insurer pays.
Time limits apply: notify your insurer within the period specified in your policy.