When something goes wrong at home, from a burst pipe to a burglary, knowing how to claim on your home insurance, and sometimes whether to, can make a stressful situation much easier. This guide explains how to make a home insurance claim step by step, how to give yourself the best chance of a smooth payout, and when claiming may not be worth it.
First, make things safe
Your first priority after any incident is safety. If there is a fire, flood, gas leak or break-in, deal with the immediate danger and call the emergency services if needed. Then take reasonable steps to prevent further damage, such as turning off the water supply for a burst pipe or boarding up a broken window. Insurers expect you to limit the damage where you safely can, and doing so protects both your home and your claim.
Contact your insurer promptly
Tell your insurer as soon as you reasonably can, using the claims line or emergency number on your documents. Many insurers have a 24-hour emergency line for urgent situations. Reporting promptly matters, as leaving it too long can complicate a claim. The insurer will explain what they need and guide you through the process, so it is worth making that call early rather than trying to sort everything out yourself first.
Document everything
Evidence is central to a smooth claim. Take photographs and video of the damage before you clear up, make a list of damaged or stolen items with their approximate value, and gather any proof you have, such as receipts, valuations or photographs of items as they were. For a theft, report it to the police and get a crime reference number, which insurers usually require. The more clearly you can show what happened and what was lost, the easier the claim.
Do not throw things away too soon
It is tempting to clear out damaged belongings straight away, but wait until your insurer tells you it is safe to do so. They may want to inspect damaged items, either directly or through a loss adjuster, to assess the claim. Throwing away evidence before it has been seen can make it harder to prove your loss. Keep damaged items where practical, and photograph everything thoroughly before anything is disposed of.
The claims process
Once your claim is underway, the insurer assesses it. For larger or more complex claims, they may appoint a loss adjuster to inspect the damage and agree the cost of repairs or replacement. The insurer will then arrange or approve the work, often through approved contractors, or make a settlement. Throughout, keep a record of who you speak to and any reference numbers, so you can follow up easily if you need to chase progress.
Emergency repairs
Sometimes urgent repairs cannot wait, such as making a property watertight or secure. Where possible, get your insurer's authorisation before arranging emergency work, and always keep receipts and, ideally, photographs showing why the work was needed. Reasonable emergency repairs to prevent further damage are usually covered, but unauthorised major works might not be, so check with the insurer first whenever you safely can rather than commissioning large repairs on your own initiative.
Your excess applies
Remember that you pay an excess on a home insurance claim, made up of any compulsory excess and any voluntary excess you chose. Some claims, such as subsidence, carry a much higher excess. The excess is deducted from your settlement, so for smaller losses it is worth checking whether the likely payout, after the excess, justifies claiming at all, drawing on our guide to lowering your home insurance for the wider cost picture.
Whether to claim at all
Not every loss is worth claiming for. If the cost of the damage is close to your excess, or claiming would push up your future premiums and cost you any no claims advantage, it may be cheaper to pay for the repair yourself. Weigh the likely payout against the excess and the longer-term effect on your premium. For larger losses, claiming is clearly the right move, but for minor ones it pays to do the sums first.
If your claim is rejected
If a claim is turned down and you think that is unfair, you can challenge it. Start by complaining to your insurer, setting out why you disagree and providing any further evidence. If you are still unhappy after their final response, you can take the complaint to the Financial Ombudsman Service, which resolves disputes between consumers and financial firms for free. Keeping good records of the claim and your communications makes this process much easier if you need it.
Avoiding rejected claims
The best way to deal with a rejected claim is to avoid one. Give honest, accurate information when you take out and renew your policy, disclose anything relevant such as a subsidence history or business use, keep your home maintained, and meet any policy conditions about security. Many rejected claims come down to non-disclosure or unmet conditions, so getting these right from the start gives your claim the best chance of being paid in full.
Your contractor or the insurer's
When repairs are needed, you can often choose between using the insurer's approved contractors or your own tradesperson. Using the insurer's network usually makes the process smoother, and the work is typically guaranteed, but you may prefer your own trusted builder. If you want to use your own contractor, agree this with the insurer first and get the cost approved, so there is no dispute later about what will be paid. Either way, keep all quotes, invoices and receipts as part of your claim records.
Keep a claim diary
For anything beyond a small, quick claim, keeping a simple diary pays off. Note the date and substance of every call, the names of the people you speak to, reference numbers, and what was agreed. Save emails and letters together. If a claim drags on or a dispute arises, this record is invaluable, both for keeping the process on track and for supporting a complaint to the Financial Ombudsman if it ever comes to that. A few minutes of notes can save a great deal of frustration.
Handled calmly and methodically, most home insurance claims are settled without drama. The combination of acting quickly to limit the damage, keeping good evidence, and communicating clearly with your insurer is what turns a stressful setback into a manageable process with a fair result.
In short
To claim on home insurance: make things safe and prevent further damage, contact your insurer promptly, and document everything with photos, lists and evidence. Do not throw damaged items away until told, expect a loss adjuster on larger claims, and remember your excess applies. Weigh small claims against the excess and premium impact, and if a claim is unfairly rejected, complain and, if needed, go to the Financial Ombudsman.
Where to get help and next steps
See our guides to buildings and contents insurance for what is covered, and subsidence for that specific, higher-excess claim. To reduce the chance of a rejected claim, read how to lower your home insurance.