Making an insurance claim is the moment your cover proves its worth, but a poorly handled claim can be delayed or even rejected. Knowing how to claim well makes all the difference. This guide explains how to make a claim and avoid rejection, step by step, in plain English.
Act promptly and safely
When something happens, your first priority is safety, then acting promptly. Most policies require you to report a claim, or an incident that might lead to one, within a reasonable time, and some set specific deadlines. Reporting quickly not only meets these conditions but also helps the insurer deal with your claim while the details are fresh. Delay can complicate or even jeopardise a claim, so contact your insurer as soon as you reasonably can.
Tell your insurer and follow their process
Contact your insurer or follow their claims process, providing the information they ask for. They will guide you through the steps, which may include forms, evidence and assessments. Following their process carefully, and keeping a note of who you spoke to and when, helps your claim run smoothly. Insurers handle claims all the time, so cooperating with their procedure is the most reliable way to reach a fair outcome quickly.
Gather evidence
Good evidence supports a claim. Depending on the situation, this might include photographs of damage, receipts or proof of ownership for items, a crime reference number for theft, or details of any other party involved. The more clearly you can show what happened and what you lost, the easier it is for the insurer to assess and pay your claim. Gathering evidence early, before things are cleared up or repaired, is especially valuable.
Be accurate and honest
Describe what happened accurately and honestly. Exaggerating a claim, or inventing or inflating losses, is fraud and can lead to the whole claim being rejected and the policy cancelled, quite apart from the legal consequences. An honest, accurate account is not only the right thing but the surest route to a paid claim. Insurers check claims, so accuracy protects you, while dishonesty puts everything at risk, as our guide to why claims get rejected explains.
Know your cover and excess
Before claiming, check your policy to see whether the event is covered and what your excess is, as our guide to reading your policy explains. This tells you whether claiming is worthwhile, particularly for smaller losses where the excess and the effect on your no claims discount may outweigh the payout. Understanding your cover also helps you frame the claim correctly and avoid asking for something the policy does not provide.
The duty to disclose
Claims are often refused because of something that happened when the policy was bought, not at the claim itself: failing to disclose relevant information or giving inaccurate answers. This duty to give honest, complete information is so important that it has its own guide, on non-disclosure. Making sure your details were accurate when you bought and renewed the policy is one of the best ways to ensure a claim is paid.
Keep records and follow up
Throughout the claim, keep records of everything: correspondence, reference numbers, photographs and notes of phone calls. If the claim stalls, follow up politely but firmly, referring to your records. Good record-keeping helps you chase progress and, if necessary, challenge a decision. A well-documented claim is easier to resolve and gives you a strong position if you ever need to dispute how the insurer has handled it.
Make things safe and prevent further loss
After an incident, as well as keeping yourself safe, most policies expect you to take reasonable steps to prevent further loss or damage, for example arranging temporary repairs to stop more water getting in. You should not carry out major permanent repairs before the insurer has assessed the claim, unless they agree, but preventing things from getting worse is both sensible and usually required. Keep receipts for any emergency measures, as these may be covered.
Third party claims and getting details
If someone else is involved, such as another driver, gather their details, including names, contact information and, for vehicles, registration and insurance details, plus any witnesses. Do not admit fault at the scene; simply exchange information and report the facts to your insurer. Good details about a third party help your insurer pursue or defend the claim, and protect you if there is a dispute about what happened or who was responsible.
Approved repairers or your own
Many insurers have approved repairers, and using them can speed up a claim and may come with guarantees, though you can sometimes use your own repairer if you prefer, possibly with conditions. For motor and home claims, it is worth understanding your options and any implications, such as whether using your own repairer affects the excess or the guarantee. Following the insurer's preferred route usually makes for the smoothest claim.
Cash settlements
Sometimes a claim is settled with a cash payment rather than a repair or replacement, for example if you would rather arrange the work yourself. A cash settlement can be convenient, but make sure it reflects the full, fair cost of putting things right, since once accepted it may be final. Understanding how the figure was reached, and whether it truly covers your loss, helps you decide whether to accept it.
Timescales and chasing progress
Claims take time, but you are entitled to reasonable progress and to be kept informed. If a claim drags on, follow up using your records, ask for updates, and escalate politely if needed. Firms are expected to handle claims promptly and fairly. Knowing roughly how long things should take, and chasing when they do not, helps keep your claim moving, and gives you grounds to complain if it is handled unreasonably slowly.
A calm, well-documented claim wins
The thread running through a successful claim is calm, honest, well-documented cooperation. Act promptly and make things safe, follow the insurer's process, provide clear evidence, and keep records throughout. Most claims that are handled this way are settled fairly. Knowing what to do, and doing it methodically, turns a stressful event into a manageable process, and gives you a strong position if you ever need to question how the claim has been dealt with.
In short
To claim well, act promptly and safely, report to your insurer and follow their process, and gather good evidence such as photographs, receipts and reference numbers. Be accurate and honest, since exaggeration is fraud and can void the claim. Check your cover and excess first, make sure your details were accurate when you bought the policy, and keep records throughout. Doing these things gives you the best chance of a smooth, paid claim.
Where to get help and next steps
Read our guides to why claims get rejected, how to read your policy, and non-disclosure, plus making a car insurance claim. This is general information, not financial advice.