Making an insurance claim

What happens in the first few days of an insurance claim can shape the entire dispute. You do not need to write a legal submission at the outset, but you do need to identify the correct policy, describe what happened accurately, preserve evidence and keep a usable record of the insurer’s response.

The safest approach is factual and chronological: report the insured event, explain the loss you know about, avoid guessing about causes you cannot yet establish, and keep copies of everything that follows.

Before you contact the insurer

Do not rely on a current web version of the policy if the claim relates to an earlier policy year. Renewal terms can change.

Notify the claim clearly

Tell the insurer what happened, when it happened and what loss you are claiming for. If you are unsure about the technical cause, say that rather than filling the gap with a guess. A later engineer or loss adjuster may reach a different conclusion, and an unnecessary early assumption can distract from the real issue.

Ask for the claim reference, the next step, any immediate evidence requirements and whether the insurer wants you to take emergency action to prevent further loss.

Prevent further damage without destroying evidence

Policies commonly expect reasonable steps to prevent avoidable further loss. That can mean stopping a leak, securing a property or arranging emergency work. Where possible, photograph the condition before temporary repairs and keep damaged parts if their condition may later matter.

Emergency action and permanent repair are different. If the insurer wants to inspect before major work, confirm that in writing and ask what can safely be done in the meantime.

Create a claim record from day one

Keep a simple chronology. Record calls, promises, inspections, evidence requests, appointments, missed appointments and decisions. Save emails and portal messages rather than relying on the insurer’s online history remaining available indefinitely.

What the claims rules require

The FCA claims-handling rules require insurers to handle claims promptly and fairly, provide reasonable guidance to help a policyholder make a claim, provide appropriate information on progress, avoid unreasonable rejection and settle promptly once terms are agreed.

Avoid four common early mistakes

1. Do not throw away evidence too early. Preserve damaged items, photographs and records where reasonably possible.
2. Do not turn an uncertain cause into a confident statement. Report what you observed and distinguish that from later expert opinion.
3. Do not accept a vague verbal refusal as the end of the matter. Ask for the decision and reason in writing.
4. Do not let ordinary claim chasing replace a complaint. If you are alleging unreasonable delay or an incorrect decision, make clear when you are making a formal complaint.

Where to go next