Making a claim

You should carry out emergency action to protect your property from further damage (e.g. turning off mains services) or to make it waterproof or secure.

It's important you contact us as soon as possible to report the claim so we can advise you on the best course of action. Please ensure you contact us before authorising permanent repairs.

Keep all estimates and invoices for any work completed and take photographs of the damage, if possible.

We have access to a number of different repairers and suppliers who can assist with:

• Damage restoration (drying out, smoke damage assistance)
• Boarding up of damaged windows and window replacement
• Drainage investigation and repair
• Carpet and flooring replacement
• Replacement of electrical goods
• Building repair services

Our suppliers will contact you to arrange a convenient time for a visit to discuss your claim. In most cases, our supplier will collect the policy excess from you, and the VAT element of the claim if you are VAT registered. The excess will usually be collected before the repair/replacement takes place.

Please ask your claims handler for more information on any of our suppliers. 

If you choose to use your own contractor, for lower value claims, one repair estimate is generally enough.

Our Claims team will advise you if a second estimate is required. We're likely to request a second estimate if we believe a third party is responsible for the damage as it can assist us in making a recovery.

If you have selected Business Interruption cover and your trade has been affected by the incident, please advise your claims handler at the earliest opportunity.

In the majority of claims for business interruption, we'll appoint a Loss Adjuster to manage the claim and assist in getting you trading as soon as possible, in addition to arranging your compensation for lost business. If the damage to your premises is severe our loss adjuster is likely to investigate the possibility of arranging for you to trade from alternative premises.

Residential property - Your policy may provide cover for moving tenants into alternative residential accommodation or you may have cover for Loss of Rent for the period the premises are uninhabitable. Please inform your claims handler if you feel that the property is uninhabitable, and they'll discuss the available options with you.

Commercial property - Your policy may provide cover for Loss of Rent for the period that the damage renders the property incapable of being let. Please speak to your claims handler at the earliest opportunity.

In either case, it's likely a loss adjuster will be appointed to manage the claim.

Your property may require cleaning or sanitising following the fire and so it may be necessary to appoint a damage restoration company.

We may appoint a forensic expert to visit the premises and report on the cause of the damage, particularly if we believe a third party could be responsible.

Once the initial cleaning is completed, and the fire brigade have completed any enquiries they may have, we can begin to repair/replace damaged buildings and contents, using either your own contractors or our own approved suppliers.

Leaks are often caused by an old or worn pipe, and the cost of repairing the pipe is usually not covered under your policy, so you'll need to get the leak stopped and pipe/apparatus fixed before damage caused by the water can be sorted.

Depending on the type of water which has escaped, and the amount of water that has escaped, a damage restoration company may be appointed. They'll be able to clean and sanitise any areas affected by an escape of foul water, and will also assist with drying the property using dehumidifiers.

It can sometimes take several weeks, even months on occasion, to fully dry a property following an escape of water. We'll always look to authorise work as soon as possible and we might be able to start work while part of the property is still being dried.

Damage caused by river or coastal flooding can be devastating.  Often it's not safe to access until flood waters have subsided, so we may have to wait for the water levels to drop before a contractor or adjuster visits the premises. 

A damage restoration company can be appointed to assist with cleaning and drying the premises, and the drying process can take a substantial amount of time if the property suffered extensive damage.  Drying time can run into months if flood waters reached high levels within the building.

As soon as part of the property is confirmed as dry we may be able to authorise work to commence, even if some areas are still being dried. This can be through your preferred contractor or one of our approved suppliers.