Most people only find out how their home insurance really works when something goes wrong — a burst pipe, a break-in, a storm-damaged roof. Understanding the claims process before you need it can save a lot of stress, and can make the difference between a smooth payout and a drawn-out dispute.
Buildings vs contents: know which policy applies
Buildings insurance covers the structure of your home — walls, roof, fixed kitchens and bathrooms, windows. Contents insurance covers what's inside — furniture, electronics, clothing, and often belongings you take outside the home if you've added "personal possessions" cover. Many claims involve both, such as a flood that damages both flooring and furniture, so check whether you need to notify one insurer or two.
The claims process, step by step
- Report promptly. Most insurers expect you to notify them as soon as reasonably possible, and delays can complicate a claim.
- Prevent further damage. You're generally expected to take reasonable steps to stop the situation getting worse, such as turning off the water at the stopcock after a leak, but keep receipts for any emergency work.
- Provide evidence. Photos of the damage, a list of affected items, and any receipts or valuations for higher-value items all help.
- Loss adjuster visit. For larger claims, the insurer may send a loss adjuster to assess the damage independently.
- Excess applies. You'll typically pay the first portion of any claim yourself — this is your policy excess, and it's deducted from the payout or paid before repairs begin.
- Settlement. The insurer either arranges repairs directly through approved contractors, or pays out so you can arrange repairs yourself.
What can affect your payout
| Factor | Why it matters |
|---|---|
| Sum insured / rebuild cost | If you underestimated your rebuild cost or contents value when you took out the policy, you may be "underinsured" and the payout reduced proportionally. |
| Wear and tear | Most policies exclude gradual deterioration — only sudden, accidental damage is normally covered. |
| Unoccupied property | Cover can be restricted or void if a home is left empty for an extended period without telling the insurer. |
| Accurate disclosure | Incorrect answers at the point of buying the policy — about security, previous claims, or who lives there — can affect a claim later. |
A worked example
Imagine a washing machine hose fails overnight, flooding a kitchen and damaging flooring and a neighbouring wall. You'd report the leak to your buildings insurer for the flooring and wall, and to your contents insurer (which may be the same company) for any ruined furniture. With a £250 excess and £4,000 of agreed damage, you'd receive £3,750, either as a direct payment or via the insurer's approved repair network.
Common mistakes that delay or reduce claims
- Not reading the policy wording until after something happens, missing exclusions or cover limits for specific items
- Throwing away damaged items before they're assessed or photographed
- Underestimating contents value, leading to underinsurance
- Assuming general wear, damp, or long-term issues are covered — they usually aren't
- Not telling the insurer about home improvements, alarm changes, or periods the property is left empty
What to do next
Keep a simple home inventory with photos and approximate values, review your buildings and contents sums insured annually, and store policy documents somewhere you can find them quickly in an emergency. When something does happen, document everything before you clean up or dispose of damaged items.