How quickly do I need to notify my insurer after an incident?

Most policies require notification "as soon as reasonably practicable" or within a specified number of days. You should notify your insurer or broker as soon as possible after an incident — ideally on the same day. Delay in notification can give the insurer grounds to reduce or refuse a claim.

Can I carry out repairs before the insurer has inspected the damage?

You should not carry out permanent repairs before the insurer has had the opportunity to inspect the damage. However, you should take emergency measures to prevent further loss, such as boarding up broken windows or arranging emergency plumbing repairs. Keep receipts for all emergency expenditure.

What is a loss adjuster and do they work for me?

A loss adjuster is appointed by the insurer to investigate the claim and assess the quantum of loss. They work for the insurer, not for you. For complex or high-value claims, you may wish to appoint your own loss assessor to represent your interests. Your broker can also act as your advocate.

What can I do if I disagree with the insurer's settlement offer?

If you disagree with the settlement offer, you should first raise your concerns with the insurer through their formal complaints process. If you are not satisfied with the outcome, you can refer the matter to the Financial Ombudsman Service (FOS), which provides a free and independent dispute resolution service for insurance disputes.

Does making a claim affect my future premiums?

Making a claim may affect your future premiums, particularly if you have a no-claims discount. The impact will depend on the nature and value of the claim and the insurer's underwriting criteria. Your broker can advise on the likely impact of a claim on your renewal terms.

How to Make an Insurance Claim

Making an insurance claim can be straightforward with the right guidance. This step-by-step guide explains what to do, what to expect, and how Focus Insurance Services supports you through the process.