How to Make an Insurance Claim

Immediate Steps After an Incident

When an insured event occurs — whether it is a fire, flood, theft, or accident — the first priority is always safety. Once everyone is safe, there are several practical steps you should take to protect your position and support your insurance claim:

• Ensure the safety of all people on the premises
• Call the emergency services if necessary (fire, police, ambulance)
• Take steps to prevent further damage where it is safe to do so (e.g., turning off water, boarding up windows)
• Do not dispose of damaged items until the insurer has had the opportunity to inspect them
• Photograph and video the damage as thoroughly as possible
• Make a written note of what happened, when, and any witnesses
• Report the incident to the police if it involves theft, vandalism, or criminal damage (and obtain a crime reference number)
• Contact your insurance broker or insurer as soon as practicable

Reporting the Claim

Most insurance policies require you to report a claim "as soon as reasonably practicable." Delays in reporting can prejudice the insurer's ability to investigate the claim and may, in some cases, affect the validity of the claim.

When reporting a claim, you will typically need to provide:

• Your policy number and the name of the policyholder
• The date, time, and location of the incident
• A description of what happened
• The extent of the damage or loss
• Whether anyone was injured
• Whether the police have been notified (and the crime reference number if applicable)
• Any steps you have taken to prevent further damage

If you have an insurance broker, contact them first. Your broker can report the claim to the insurer on your behalf, ensure all the necessary information is provided, and advise you on the next steps.

What Evidence Do You Need?

The strength of your claim depends largely on the evidence you can provide. The more thorough your documentation, the smoother the claims process is likely to be:

• Photographs and video of the damage — take these as soon as possible, before any clean-up or repairs
• Receipts, invoices, and valuations for damaged or stolen items
• A detailed inventory of all items lost or damaged, with descriptions and estimated values
• Repair estimates or quotes from contractors
• Police reports and crime reference numbers (for theft or criminal damage)
• Witness statements and contact details
• Maintenance records (relevant for claims involving equipment failure or building defects)
• CCTV footage if available

The Claims Process Explained

The claims process typically follows these stages:

1. Notification. You report the claim to your broker or insurer, providing the initial details of the incident and the damage.

2. Acknowledgement. The insurer acknowledges the claim and assigns a claims handler. For straightforward claims, the handler may be able to process the claim based on the information provided. For more complex claims, a loss adjuster may be appointed.

3. Investigation. The insurer (or their appointed loss adjuster) investigates the claim to determine the cause, the extent of the damage, and the amount payable. This may involve a site visit, review of documentation, and discussions with contractors.

4. Assessment. The insurer assesses the claim against the policy terms and conditions to determine what is covered and the amount payable. This includes checking the sum insured, applying any excess, and considering any policy conditions or exclusions.

5. Settlement. The insurer makes a settlement offer. This may be a cash payment, an agreement to pay repair costs directly, or a combination. You have the right to negotiate the settlement if you believe it is inadequate.

6. Payment. Once the settlement is agreed, the insurer makes payment. For large claims, interim payments may be made to cover immediate costs while the final settlement is agreed.

Loss Adjusters and Loss Assessors

It is important to understand the difference between these two roles:

A loss adjuster is appointed by the insurer to investigate and assess the claim. They are independent professionals, but they are paid by the insurer and their role is to determine the extent of the insurer's liability. Loss adjusters are regulated by the Chartered Institute of Loss Adjusters (CILA).

A loss assessor is appointed by the policyholder to help prepare and negotiate the claim. They work on your behalf, not the insurer's. Loss assessors charge a fee — typically a percentage of the settlement (often 5% to 10%). For large or complex claims, a loss assessor can be a valuable investment.

How Claims Are Settled

The basis of settlement depends on the type of policy and the nature of the claim:

• Reinstatement — the insurer pays the cost of repairing or replacing the damaged property to its pre-loss condition (common for buildings insurance)
• Indemnity — the insurer pays the current value of the item, taking into account wear and tear (common for contents and stock)
• New for old — the insurer pays the cost of replacing the item with a new equivalent (available on some policies)
• Agreed value — the insurer pays a pre-agreed amount (common for specialist or high-value items)
• Cash settlement — the insurer pays a cash amount, and you arrange the repairs yourself

What If You Disagree with the Settlement?

If you believe the insurer's settlement offer is inadequate, you have several options:

• Discuss the settlement with your broker — they can negotiate with the insurer on your behalf
• Provide additional evidence to support a higher valuation
• Appoint a loss assessor to review the claim and negotiate on your behalf
• Use the insurer's internal <Link href="/complaints" className="text-secondary hover:text-secondary/80 underline underline-offset-2">complaints procedure</Link>
• Refer the complaint to the Financial Ombudsman Service (FOS) if you are unable to resolve it directly
• Consider independent mediation or arbitration (some policies include an arbitration clause)

Tips for a Smooth Claim

• Report the claim promptly — delays can complicate the process
• Be thorough with your documentation — photographs, receipts, and written records
• Keep damaged items until the insurer has inspected them
• Get repair quotes but do not authorise major works without the insurer's agreement
• Keep a record of all communications with the insurer and any costs incurred
• Use your broker — they know the process and can advocate on your behalf
• Be honest and accurate — misrepresentation can void the claim
• Maintain your property and keep records — this demonstrates good risk management (see our <a href="/knowledge-centre/fleet-risk-management-guide">risk management guide</a> for fleet examples)

Next Steps

Making an insurance claim can be stressful, particularly when you are dealing with the aftermath of a fire, flood, or theft. Having a clear understanding of the process — and a broker who can guide you through it — makes a significant difference.

Focus Insurance Services supports clients through the claims process during business hours (Monday to Friday, 9:00 to 17:00). If you need to make a claim, contact our team and we will help you through every step.