Last updated: 02 November 2025

The Home Claims Process

Making a home insurance claim shouldn’t feel mysterious. Here’s a clear, human walkthrough from the moment something happens to the point you’re back to normal — with examples and simple checklists you can follow.

1) First notice of loss (FNoL)

Report the incident as soon as you reasonably can. Give the date, rough time, what happened, and what you’ve done so far. Ask for a claim reference and write it down.

• Tip: If you’re still in the middle of an emergency, say so. Many insurers can arrange make-safe help immediately.

2) Evidence and mitigation

Insurers expect you to prevent further loss where safe. Photograph damage before moving things, then move them out of harm’s way. Keep damaged parts you remove (like a broken valve) until your handler says they’re no longer needed.

3) Triage and appointments

You may get a call from a claims handler or a third-party supplier (loss adjuster, building contractor, drying company). They’ll confirm scope: emergency works, investigations, and repair options.

4) Validation

This is insurer-speak for checking the claim is covered. They’ll look at cause, policy wording, and any relevant conditions (e.g., winter heating). Be open and straightforward — clarity accelerates this stage.

5) Quotes and schedules

For building damage, a schedule of works lists what will be fixed and how. For contents, you might provide links, receipts, or like-for-like examples. Ask for things to be confirmed in writing.

6) Drying and monitoring (if water is involved)

Expect dehumidifiers and moisture checks. Drying can take days to weeks. Painting too soon can blister later; don’t rush the finish.

7) Repairs or cash settlement

Most insurers can either organise approved contractors or agree a cash settlement so you can use your own trades. If you choose cash, confirm whether the figure includes VAT and waste removal.

8) Completion and aftercare

On completion, check workmanship, colour match, and clean-up. Report snags within the defects period. Keep all paperwork for future reference.

Common questions

• Will my premium go up? It may at renewal, especially with repeated claims, but it depends on your insurer and the market.
• What about excesses? You pay the excess once per incident for each section claimed (buildings vs contents).
• What if I disagree? Use the complaints process and, if needed, the Financial Ombudsman Service.

A neat folder with dates, names, and photos is the secret weapon of every smooth claim. It keeps decisions factual and fast.