Last updated: 02 November 2025
Glossary
This glossary explains UK home insurance terms in plain English. Each entry includes a short explanation, a realistic example, and related terms.
A
Sudden, unexpected physical damage caused by an external force, not wear and tear or a defect.
During weekend DIY, Amir drilled into a hidden pipe and soaked the plasterboard — the insurer treated it as accidental damage under buildings.
Flexible seal used to fill small gaps before painting or to seal skirtings.
After strip-out, the decorator ran acrylic sealant along new skirtings so the paint finish looked clean.
A specialist appointed by the insurer to investigate the claim, assess cause and extent, and recommend how to settle.
Helen met the adjuster after her kitchen leak; he measured damp, photographed skirtings, and agreed a drying plan.
A fan used in drying to increase evaporation from wet surfaces.
Two air movers and a dehumidifier dried the hallway over a week after the leak.
Cover that pays for a reasonable place to live if your home is uninhabitable due to an insured event.
After a major flood, the family moved into a short-let flat for eight weeks while floors were replaced, paid under alternative accommodation.
Resolving disagreements without court, including mediation and Ombudsman decisions.
After a tile dispute, both sides accepted the Ombudsman’s ADR outcome.
A clause allowing an insurer to reduce a payout in proportion to underinsurance.
Ben insured contents for £20k but actually owned £40k; when he claimed £2,000, the insurer paid only £1,000 under the average clause.
B
UK body that sets good-practice standards for damage management, including drying and restoration.
The contractor logged moisture readings to BDMA practice notes, so the adjuster accepted the property was ready to redecorate.
A scale for wind speed often referenced in storm claims (10–12 being severe).
The roofer’s report cited Beaufort 10 gusts the night the ridge tiles lifted.
When repairs would leave you in a better condition than before the loss; usually not covered unless agreed.
Maya asked to upgrade to solid oak after water damage; the insurer covered like-for-like laminate and offered a cash-in-lieu for the difference.
Covers the fixed fabric of the home — walls, floors, ceilings, fitted kitchen and bathroom, and permanent fixtures.
After a storm lifted tiles, the buildings section paid for roof repairs and redecorating the stained ceiling.
C
A payment instead of managed repairs, leaving you to choose contractors and manage the works.
Raj preferred a cash settlement and hired his own builder; he checked the figure included VAT and waste removal.
A damp-proof device in cavity walls to direct water to the outside.
Missing cavity trays over the window let rain track inside during storms.
Document that confirms the existence of cover, showing key details like policyholder, period, and insurer.
When the letting agent asked for proof, Ella forwarded the certificate of insurance for her buildings policy.
An insurer’s formal decision to refuse a claim, usually with reasons tied to policy wording or evidence.
The escape-of-water claim was repudiated as gradual damp; the letter quoted the exclusion and photos of long-term mould.
The person at your insurer or their supplier who manages day-to-day communications and decisions on your claim.
After reporting the leak, Lewis’s handler arranged a drying company and kept him updated by email.
A formal expression of dissatisfaction requiring a recorded response under FCA rules.
When timelines kept slipping, Anna raised a complaint asking for a revised schedule and a named contact.
Moisture forming when warm air hits a cold surface; not usually an insured peril.
Black spotting in the corner was condensation, not a leak — the insurer declined the claim.
Covers your belongings — generally what you’d take with you if you moved home.
Smoke ruined the sofa and rug; they were settled under contents while the ceiling repaint was under buildings.
When two policies cover the same risk, insurers may share the cost between them.
The bike was listed on both a home policy and a gadget policy; the claim was split by contribution.
The number issued by police when you report theft or malicious damage.
The insurer asked for the CRN before settling the burglary claim for the stolen laptop.
D
A request under data protection law to see personal data an organisation holds about you.
After a dispute, Jordan made a DSAR to the insurer and received call notes and adjuster reports.
A letter confirming a complaint can’t be resolved, allowing you to go to the Financial Ombudsman Service.
When the parties disagreed about matching tiles, the insurer issued a deadlock letter so Priya could approach FOS.
Appliance that removes moisture from the air during drying.
The contractor left a dehumidifier running with a data logger to track progress.
A reduction applied to the value of certain items to reflect age and use, depending on policy terms.
For a five-year-old TV, the settlement reflected depreciation because the policy wasn’t new-for-old.
Your duty to tell your insurer important facts that could affect acceptance or price of cover.
Tom told his insurer about building works; without disclosure, a later claim might have been questioned.
A barrier in walls that stops rising damp from the ground.
The surveyor checked the DPC level after flood water receded.
A document from a restoration firm confirming moisture levels are within target for reinstatement.
The contractor issued a drying certificate after readings stabilised, so painting could begin.
E
Water leaving a building or system — often used alongside ingress in reports.
The report noted ingress via the roof and egress through a ceiling light fitting.
Electrical Installation Condition Report confirming safety of circuits.
After a kitchen fire, an EICR was completed before power was restored fully.
A change or addition to standard policy wording that applies specifically to your policy.
An endorsement required the home to be heated to 15°C in winter; it mattered when pipes froze during a holiday.
Leakage of domestic heating oil from tanks, pipes or appliances, often requiring specialist remediation.
After smelling oil in the utility room, Callum found a split line; contaminated screed had to be removed under the claim.
Water leaking from fixed installations like pipes, tanks, or plumbed-in appliances.
A split radiator valve flooded the hallway; it was settled as escape of water under buildings, with a higher EoW excess.
The amount you pay towards each claim for a given section (buildings or contents).
On a £1,200 leak claim, Sofia paid the £350 excess and the insurer covered the remainder.
A cause, place, or situation that the policy does not cover.
Fence panels blown down were excluded under storm, so only roof repairs were paid.
F
The UK regulator that sets rules for how insurers and intermediaries treat customers.
When a complaint wasn’t resolved fairly, the customer service email referenced the FCA’s complaint rules.
The insurer’s formal reply to a complaint, sent within eight weeks or sooner, explaining the outcome and next steps.
The final response explained why matching tiles weren’t covered and signposted the Ombudsman.
Destruction or contamination caused by flames, heat, smoke and firefighting water.
A pan fire charred units and left heavy smoke; the scope included strip-out, cleaning and redecoration.
The initial report you make to your insurer after an incident.
She called the helpline to give FNoL while the plumber isolated the leak.
Thin metal or similar used to weatherproof roof joints.
Lifted flashing around the chimney was the entry point for rain.
Water from outside entering the home: rivers, sea, surface water, or groundwater after saturation.
After intense rain, surface water entered through the back door; floors were stripped and resilient finishes fitted.
Independent body that resolves disputes between consumers and financial firms, free for consumers.
After a decline, Rachel took her case to FOS within six months of the final response.
G
Steel coated with zinc to resist corrosion; common in fixings and gutters.
Storm-thrown debris bent a galvanised bracket which had to be replaced.
UK data protection law governing how your personal data is handled.
When Sam requested call recordings, the insurer provided them under GDPR timelines.
H
Upward movement of ground supporting the building, often from moisture increase in clay soils.
After a leaking drain, a bay window lifted slightly — the engineer recorded heave rather than subsidence.
High-efficiency filter used in air scrubbers during restoration.
After a small fire, an air scrubber with a HEPA filter reduced smoke odour.
Valuables like jewellery, watches, art, or tech that may have single-item limits unless specified.
Only £1,500 of jewellery was covered because the ring wasn’t separately specified above the single article limit.
Device for measuring humidity or moisture content.
A hygrometer reading showed the room was ready for redecorating.
I
Putting you back in the position you were in before the loss, as far as money can — not better, not worse.
The oak worktop was sanded and refinished rather than replaced, which restored it to pre-loss condition.
Water entering a building from outside or another area.
Wind-driven rain found a gap in flashing; the surveyor recorded water ingress at the chimney abutment.
Money paid before the claim is fully settled to help with urgent costs.
While drying continued, the insurer made an interim payment for temporary accommodation.
A code showing how resistant an item is to dust/water ingress.
The replacement outdoor light had a higher IP rating to cope with driving rain.
J
A structural timber supporting floors or ceilings.
Wet rot had weakened one joist, so the contractor installed a sister joist.
L
Material beneath laminate flooring that affects drying and replacement decisions.
Swollen underlay meant the laminate needed replacing rather than drying.
Specialist methods to locate hidden leaks using thermal imaging, acoustics, or tracer gas.
The leak detector traced a warm-water pipe under the tiled floor without lifting a single tile.
Legal responsibility for injury or damage to others or their property.
A cracked branch fell into a neighbour’s garden; liability covered the fence repair.
Repairing or replacing with materials of equivalent quality and appearance, not upgrades.
The stained carpet was replaced like-for-like; a premium wool alternative would be an upgrade.
The maximum the policy will pay for a particular cover or item.
Trace and Access had a £5,000 limit, which covered opening the floor and making good access.
The adjuster works for the insurer; the assessor represents the policyholder.
Feeling out of her depth, Saira hired a loss assessor to meet the adjuster and discuss scope.
A professional appointed by the policyholder to help manage and present the claim (not the insurer).
Feeling overwhelmed, Noor hired a loss assessor to coordinate quotes and negotiate scope.
Cover for lost rental income when a let property is uninhabitable due to an insured event.
The landlord claimed loss of rent while fire repairs were carried out.
M
Restoring finishes after access or repair works.
After leak detection cut a hole, the contractor returned to make good the ceiling.
Insurer-arranged contractors who complete repairs under the claim.
Using managed repair, the insurer’s network replaced the ceiling and repainted two rooms.
Cover dealing with sets or pairs (tiles, flooring, furniture) when only part is damaged.
Only the shower wall was tiled; without matching-items cover, the undamaged wall wasn’t retiled.
Information that could influence an insurer’s decision to accept, price, or limit cover.
Omitting a previous flood was a material non-disclosure that could void the policy.
Reasonable steps you take to stop damage getting worse after an incident.
Jade turned off the stopcock and moved furniture upstairs to mitigate damage before calling the insurer.
A plan showing where materials are wet and how they’re drying over time.
Weekly moisture mapping proved the hallway was ready for reinstatement.
Instrument to measure moisture in materials like timber or plaster.
Pin readings in the skirting dropped to normal, so repainting went ahead.
N
Settling by replacing an item with a new equivalent rather than deducting for age and wear.
The five-year-old washing machine was replaced new-for-old because the policy included it on contents.
Failing to provide, or incorrectly providing, information the insurer asked for at inception or renewal.
Not declaring a flat roof proportion led to questions when a storm claim was made.
O
See FOS — the independent dispute resolution service for consumers.
After an eight-week delay with no final response, Theo escalated to the Ombudsman.
P
Limits replacement to the damaged part of a set rather than the whole set.
Only one dining chair was broken; the clause meant the rest of the set wasn’t replaced.
An insured event, like fire, storm, flood, theft, or escape of water.
After high winds, missing slates were treated as the peril of storm, not wear and tear.
The dates your policy starts and ends (inception to expiry).
The leak occurred two days before expiry, so it was within the period of insurance.
Optional cover for items you take outside the home, like phones, jewellery, or cameras.
Luis cracked his phone screen on holiday — it was covered because personal possessions were added.
A system that reduces condensation by improving airflow.
To stop recurring mould, the contractor suggested a small PIV unit in the loft.
Obligations you agree to, like taking reasonable care or maintaining heating during winter.
Because the house was unheated during a freeze, the policy condition mattered to the claim decision.
An agreement (often paid for) that removes or reduces the excess in certain situations.
With the excess waiver, Emma didn’t pay the £100 glass excess for a broken window.
The personalised part of your policy showing sums insured, endorsements, and chosen options.
The schedule confirmed Trace & Access at £5,000 and listed high-value jewellery separately.
Damage that was present before the insured incident occurred.
Old staining on the ceiling was recorded as pre-existing and excluded from the new claim.
The dominant, effective cause of the loss that sets the chain of events in motion.
Wind lifted a tile which let rain in — storm was the proximate cause, not poor paintwork inside.
Local or official data sometimes referenced in validation, such as flood maps or planning records.
The adjuster checked the flood map to understand local risk during validation.
R
A safety device that trips when it detects a fault to prevent electric shock.
After a leak, the RCD kept tripping until the affected circuit dried out.
When your insurer seeks money back from a responsible third party after paying your claim.
After a neighbour’s contractor burst a pipe, the insurer pursued recovery from the builder.
Restoring the home to its pre-loss condition by repair or replacement.
The schedule included replacing swollen skirting boards and repainting two rooms for reinstatement.
Extending your policy for another period, often with price and terms reviewed.
After two water claims, the renewal premium rose and the excess increased.
A notice that the insurer is investigating without admitting liability for the claim.
The insurer sent a reservation of rights while waiting for the contractor’s report.
A tile that caps the apex of a pitched roof.
Three ridge tiles lifted in high winds and were re-bedded.
The property location that the policy covers.
When she moved, Ava updated the risk address to avoid gaps in cover.
S
Items written off may become salvage and be collected by a disposal partner.
The insurer authorised a replacement sofa; the old one was collected as salvage.
A list of contents or costs claimed with values and evidence.
For the theft claim, Leo submitted a schedule of loss with receipts and photos.
The detailed list of building repairs and finishes agreed for reinstatement.
Jamie checked the schedule to ensure the skirting profile and paint finish matched the rest of the room.
The most the policy pays for one item unless it’s specified separately.
Because the watch exceeded the single article limit, it had to be listed to be fully covered.
Listing minor issues after works so they can be corrected within the defects period.
Emma noted paint runs and a sticking door on the snagging list before the contractor signed off.
Valve that shuts off the mains water supply to the property.
When the pipe burst, finding the stopcock quickly limited the damage.
An insured peril involving exceptionally strong winds and/or severe weather causing sudden damage.
A gale lifted ridge tiles; the roofer’s notes supported a storm claim rather than maintenance.
Removing damaged materials (wet plasterboard, swollen skirtings) before drying and repairs.
The contractor completed strip-out so dehumidifiers could work effectively.
Downward movement of the ground supporting the building.
Cracks widened across a dry summer; monitoring confirmed subsidence linked to a nearby tree.
The maximum amount you’ve insured your buildings or contents for.
With a £60k contents sum insured, the family comfortably replaced furniture after the fire.
T
Short-term measures to prevent further damage or to make the property safe.
Tarpaulin on the roof and a boarded window counted as temporary works after the storm.
Area where heat flows more easily, increasing condensation risk.
Cold patches above the window revealed a thermal bridge at the lintel.
Infrared scanning used to locate heat patterns and moisture anomalies.
Thermal imaging showed a cold track where the leak ran under the tiles.
Someone other than you and your insurer — for example, a neighbour or a driver.
A delivery van reversed into the wall; the third-party insurer paid for the repair.
Cover to locate and access the source of a leak and make good the access holes.
Engineers used tracer gas to find a pipe under tiles; T&A covered lifting and making good the floor.
A valve that regulates a radiator’s temperature independently.
The failed TRV leaked slowly; replacement stopped the staining below.
U
When your sums insured are set too low, risking reduced payouts under the average clause.
After a theft, the jewellery valuation showed underinsurance; the payout was proportionally reduced.
A condition where it’s not reasonable to live in the home during repairs, triggering certain covers.
With bare floors and no kitchen, the adjuster agreed the home was uninhabitable and approved alternative accommodation.
Lifting a floor covering to dry or replace it.
The swollen laminate needed uplift across the whole room to achieve a neat finish.
V
Checks to confirm the claim is covered: cause, extent, and policy terms.
The handler validated the claim after reviewing photos and the plumber’s report.
Layer that reduces moisture movement through structures.
The new floor included a vapour barrier to resist ground moisture after the flood.
Tax applied to goods and services; whether it’s included depends on who completes the works and your settlement type.
With a cash settlement, Isla confirmed if the figure included VAT before accepting.
Gases released by some materials; relevant in fire/smoke or new finishes.
After painting, the contractor ventilated to reduce VOC levels before the family returned.
W
Deterioration from age or normal use; usually excluded as a cause of damage.
Crumbling mortar was recorded as wear and tear, not storm damage.
Timber decay caused by fungi; cover depends on cause and wording.
After a long-term leak, joists showed wet rot; the gradual cause was excluded.