Claims
Something's happened. Here's what to do.
If we arranged your policy, you don't have to work out the insurer's process — that's our job. Call us and we'll take it from there.
Step by step
The claims process, start to finish
Follow these six steps and most claims run smoothly. Skipping the evidence step is the single most common reason a settlement gets reduced.
- 1
Make everyone safe first
Deal with injuries, fire, gas or electrical risk before anything else. Call 111 if there is any danger. Insurance can wait five minutes; people can't.
- 2
Stop the loss getting worse
Turn off the water, board up the window, move stock off a wet floor. Policies expect reasonable steps to prevent further damage, and those costs are usually claimable.
- 3
Capture the evidence
Photograph everything before you tidy up — wide shots and close-ups. Keep damaged items, receipts, invoices and any repair quotes. For theft or vandalism, get a Police event number.
- 4
Tell us straight away
Call 0800 000 000 or email us. Early notification matters: several policies have time limits, and cyber and liability claims must be reported as soon as you're aware of the circumstances.
- 5
We lodge and manage it
We complete the insurer forms, present the claim properly, and follow up on assessors, repairers and payments so you're not chasing a reference number.
- 6
Settlement and excess
You pay the excess once per claim event, usually to the repairer. If a decline or a partial offer looks wrong, we challenge it and can escalate to the insurer's complaints process and then to the Insurance & Financial Services Ombudsman.
Good to know
Three things that decide most claims
None of them are about premium.
Disclosure
Everything material you told the insurer at application must have been accurate — modifications, prior claims, business use, health history. Non-disclosure is the leading cause of declines.
Maintenance
Damage that built up slowly (rot, long-term leaks, corrosion) is excluded almost everywhere. Sudden and accidental events are what's insured.
Sum insured
You cannot recover more than the figure on your schedule. Review it at every renewal, especially building sums insured and business gross profit.
Not sure your cover would hold up?
A 15 minute review now is cheaper than finding out mid-claim. Send your current schedule and we'll read it properly.