How to Make a Home Insurance Claim UK

When should you make a home insurance claim?

You should make a home insurance claim when you experience an insured event that results in significant damage to your property or belongings — storm or flood damage, fire, theft, accidental damage, subsidence, or escape of water from pipes or appliances.

Before claiming, consider whether the damage cost significantly exceeds your policy excess. If the repair cost is only slightly above your excess, it may be more cost-effective to pay yourself, since making a claim can affect your no-claims discount and future premiums.

As a general rule, if the damage is likely to cost two to three times your excess or more, it is usually worth claiming. For very large losses, always claim regardless.

Immediate steps after an incident

• Ensure safety: If there is fire, a gas leak, or structural damage, evacuate and call 999
• Prevent further damage: Turn off the water supply if there is a leak, board up broken windows. Your policy requires you to minimise further loss
• Do not throw anything away: Keep damaged items as evidence until the insurer confirms otherwise
• Take photographs and video: Document the damage thoroughly from multiple angles
• Report to police: If theft, vandalism, or suspected arson is involved, report it and obtain a crime reference number
• Keep receipts: For emergency repairs, temporary accommodation, or replacement essentials

How to notify your insurer

Contact your insurer within 24–48 hours. Most policies require notification within 30 days. Have ready your policy number, date and time of incident, description of what happened, extent of damage, police crime reference number if applicable, and any emergency repair costs incurred.

Your insurer will give you a claim reference number. They will explain next steps, which may include completing a claim form, providing evidence, or arranging for a loss adjuster to visit.

The loss adjuster process

For claims above £5,000 to £10,000, your insurer may appoint a loss adjuster to assess the damage. The loss adjuster works for the insurance company, not for you. They will inspect damage, take photographs, ask questions about the incident, and estimate repair or replacement costs.

Common reasons claims are rejected

• Wear and tear: Gradual deterioration is not covered. A roof leaking because tiles have worn out is maintenance, not an insurable event
• Lack of maintenance: Damage caused by failure to maintain your property properly
• Not matching policy terms: The damage type may not be covered, such as accidental damage if you have not added it
• Late notification: Failing to report within the required timeframe
• Inadequate security: Theft claims rejected if your property did not meet policy security requirements

Typical claim timelines

Simple claims for straightforward damage are often settled within two to four weeks. Complex claims involving structural damage, subsidence, or disputed liability can take three to twelve months or longer. If your claim is unreasonably delayed, complain to the insurer first, then escalate to the Financial Ombudsman Service.

How claims affect future premiums

Making a claim typically affects your no-claims discount (NCD) of up to 30%, reducing it by two to three years. Having a claims history can also lead to higher base premiums for three to five years. For smaller claims close to the excess amount, the combined cost of losing NCD often makes self-funding repairs the better financial decision.

Get expert help with your home insurance

If you are struggling with a claim or need help finding cover after a claims history, a specialist broker can help. Nesto matches you with experienced home insurance brokers who understand the claims process and can advocate on your behalf.