How to Make an Insurance Claim: Step-by-Step Guide

1. What to Do in the First Hour

The actions you take immediately after an incident often decide whether your claim succeeds. Two rules cover almost every situation: prevent further loss and preserve the evidence.

• ✓Make the situation safe first — turn off the water at the stopcock for a burst pipe, board up a broken window, or move to safety after an accident.
• ✓Take photos and video before you tidy up or repair anything. Capture wide shots and close-ups, and include something for scale.
• ✓For theft or malicious damage, report it to the police immediately and get a crime reference number — most policies require this within 24 hours.
• ✓Keep damaged items. Do not throw anything away until the insurer confirms they do not need to inspect it.
• ✓Keep receipts for any emergency work you pay for yourself — these are usually reimbursable.

2. The 6-Step Claim Process

1. 1

   Check your policy. Confirm the loss is covered and note your excess — the amount you pay towards every claim. If the damage is below your excess, a claim may not be worthwhile.

2. 2

   Notify your insurer promptly. Use the claims line, app, or online portal. Late notification is one of the most common reasons valid claims get reduced or refused.

3. 3

   Complete the claim form accurately. Describe what happened factually and completely. Never exaggerate the value of a loss — this is fraud and voids the whole claim.

4. 4

   Submit your evidence. Photos, receipts or valuations, a crime reference number, repair quotes, or a medical report depending on the claim type (see the table below).

5. 5

   Cooperate with the assessment. Large property claims (typically over the value of a few thousand) may involve a loss adjuster who inspects the damage and verifies the cause.

6. 6

   Review the settlement. The insurer will offer a cash settlement, a repair, or a replacement. Check it matches your cover (new-for-old vs depreciated value) before you accept.

3. Evidence You Need by Claim Type

The single biggest accelerator of any claim is keeping proof of ownership and value before a loss happens. Photograph your valuables, keep receipts in a cloud folder, and note serial numbers for electronics.

4. How Long Claims Take

There is no single answer — it depends on complexity and how complete your evidence is. As a rough guide:

• ✓ Days to two weeks: straightforward claims with clear evidence — a cancelled trip, a stolen phone, a single damaged appliance.
• ✓ Two to six weeks: mid-size property claims needing a loss adjuster visit, or travel medical claims awaiting overseas paperwork.
• ✓ Several months: disputed liability, suspected non-disclosure, subsidence, or large fire/flood rebuilds.

Insurers must handle claims promptly and fairly under regulator rules. If yours goes quiet, chase in writing and reference your claim number.

5. If Your Claim Is Rejected

1. 1. Get the reason in writing. Insurers must tell you why. Common reasons are non-disclosure, an exclusion, late notification, or insufficient evidence.
2. 2. Check whether the reason is fair. Re-read your policy wording. A genuine misunderstanding of an exclusion is often worth challenging.
3. 3. Make a formal complaint. Every regulated insurer has a complaints procedure. Put your case in writing with supporting evidence.
4. 4. Escalate to the Ombudsman. In the UK, if the insurer does not resolve your complaint within eight weeks, the Financial Ombudsman Service will review it for free and can order the insurer to pay. Other countries have equivalent bodies.

6. Mistakes That Get Claims Refused

7. Frequently Asked Questions