How to claim on your home insurance policy

What you need to know about making a home insurance claim

There are two main types of home insurance cover:

• Buildings insurance: This covers the physical structure of your home, including the walls, roof, floors, fitten kitchens and bathrooms. When making a buildings insurance claim, it's crucial to confirm that the damage affects the structure of the property, as insurers will only pay out for issues that flal under this definition.

• Contents insurance: Contents insurance covers the items inside your home, such as furniture, electronics, clothing, appliances and personal possessions.

Insurers assess claims differently depending on whether the loss relates to the building itself or your belongings. Misunderstanding your cover can lead to frustration, slower processing, or an unsuccessful claim. Knowing whether a damaged item falls under buildings or contents means you can give the right evidence to your insurer at the start.

For any claim, it's important to act quickly and have your policy number to hand.

How does the home insurance claims process work?

1. Report the incident

If there's criminal activity, like theft or vandalism, report the incident to the police straight away. You'll get a crime reference number that you'll need to give your insurer to make a claim.

2. Contact your insurer

Lettings your insurer know straight away is a must. You'll need to provide your full name, address, and contact information. You'll also need your insurance policy number to hand, and the police report number if relevant. Be as detailed and factual as possible about the cause of loss or damage.

If you need emergency repairs, first call your insurer's 24-hour emergency helpline to report the issue and get advice on next steps. Your insurer may arrange for an approved tradesperson to make temporary repairs to prevent further damage. Always call them first to ensure you're covered though, otherwise you may be left with unexpected costs.

3. Gather evidence and information

Take videos and photos of any damage to show your insurer. You should also gather any receipts or crime reference numbers if criminal activity has taken place.

4. Your insurer will assess the claim

The length of time it takes to process your claim depends on the complexity of your case. A simple, low-value claim is quicker to process than a major one. Your insurer will likely send a loss adjustor to assess any damages as part of your claim.

5. Your claim is settled

Once your insurer has assessed the claim, they will either approve the claim fully or partially, or deny your claim.

If your claim is approved, they'll offer a settlement. This might be a cash payout or they may arrange repairs directly. If you're unhappy with the outcome, you can appeal their decision or, if necessary, escalate the complaint to the Financial Ombudsman Service.

What can you claim on your home insurance?

Exactly what you can claim for will depend on your policy and the type of home insurance you have. Let's break it down.

You can normally claim for the following on buildings insurance:

• Fire: Buildings insurance can cover the cost of structural repairs in the event of fire. For example, rebuilding fire-damaged walls, ceilings, or fitted kitchen.

• Storm: Such as repairing a roof where tiles have been blown off or fixing damage caused by a fallen tree hitting the house.

• Flood: For instance, drying out and repairing floors, walls, and built-in fittings affected by floodwater.

• Subsidence: This can include repairing cracked walls, underpinning the foundations, or stabilising the property following subsidence.

The following can typically be claimed for under contents insurance:

• Theft: For example, claiming for stolen electronics, jewellery, or other possessions taken during a burglary.

• Fire: Such as claiming for burned or smoke-damaged furniture, clothing, or appliances.

• Accidental damage: This could include claiming for a smashed TV screen, spilled liquid on a laptop, or a broken ornament if your policy covers accidental damage.

There are a few common exclusions to look out for:

• Wear and tear: Home insurance won't cover gradual damage that happens naturally over time. For example, if your roof has deteriorated over time, your insurer won't pay out.

• Deliberate damage: Intentional damage caused by the homeowner or household members is excluded.

• Lack of maintenance: Insurers may also reject claims if damages have occurred because of poor upkeep.

How long do home insurance claims take?

The claims process can take a few days to several months. It depends on the complexity of the claim.

Significant damage, like a house fire or flood, can require extensive repairs and can take months to dry out and rebuild. Whereas straightforward claims, like a broken window, might be resolved in a couple of weeks.

Most insurers will have time limits for making a claim, so it's important to check your policy documents carefully. For non-emergencies, you typically have up to 180 days to submit the claim, though some policies may require a claim within 30 days. Make sure you provide all necessary information promptly to avoid delays.

Is it worth making a home insurance claim?

This depends on the severity of the damage. For minor damage, it may be better to pay for the repairs yourself to protect your no-claims discount. This is the discount you can build over time for not claiming.

It can also be better to cover costs yourself if the cost of fixing the damage is less than, or only slightly less than, your excess. Filing a claim in this scenario provides little financial benefit but still goes on your claims record.

As a rule of thumb, if the cost of damage is close to or less than your excess, it may not be worth claiming.

Understanding your home insurance excess

A home insurance excess is the amount you agree to pay in the event of a claim. The total excess is normally deducted from your final payout.

There are two types of excess: compulsory and voluntary. A compulsory excess is usually set by your insurer. The voluntary excess is an additional, optional amount you choose to pay in exchange for a lower premium.

Opting for a higher voluntary excess can reduce your home insurance premiums, but will also mean you get less from any payouts.

The excess is typically higher for claims that are more costly to repair, or are more commonly claimed for. The following claims tend to have a higher excess:

• Subsidence: Subsidence claims can be extremely expensive, often costing tens of thousands of pounds.

• Escape of water: This is one of the most common types of home insurance claims, as well as being costly. As a result, the excess is often higher.

• Accidental damage: If accidental damage cover is added as an optional extra, it may have its own specific excess amount. This might be higher than the standard excess for claims like fire and theft.

What if your home insurance claim is denied?

If your claim is rejected, it's worth trying to understand why. Some common reasons claims might be denied are:

• Non-disclosure: Failing to disclose crucial details when applying for or renewing your policy, such as prior damage, home business use, or major renovations, can invalidate your cover.

• Exclusions: The damage or incident might not be included in your insurance policy. For example, standard home insurance often excludes damage from floods, or general accidental damage unless you've purchased additional coverage.

• Fraudulent information: If you've deliberately provided your insurer with fraudulent information, your entire claim might be invalidated. You may also face legal action.

• General wear and tear: Insurers expect you to keep your property in good condition. Damages that happen as a result of gradual deterioration, rot, or a lack of reasonable maintentance (for example, neglecting roof repairs or blocked gutters) will likely be rejected.

• Unoccupied property: Most home insurance policies have a maximum amount of time that they'll cover unoccupied properties - usually around 30 days. If you're away for longer than this and haven't told your insurer or arranged unoccupied home insurance, your claim may be rejected.

If you believe the decision to reject your claim is unfair, you can contact your insurer to make a complaint.

If you're still unhappy with the outcome, you can make a complaint to the Financial Ombudsman Service (FOS).