How to Make an Insurance Claim — Complete UK Guide

Step-by-Step Claim Process (All Insurance Types)

Step 1: Secure the Situation and Prevent Further Loss

Before thinking about your claim, address any immediate danger or ongoing damage. For a car accident, move to safety and call emergency services if needed. For a water leak, turn off the water supply. For a burglary, call the police. Most policies require you to take reasonable steps to prevent further loss — failure to do so can reduce your payout. Keep receipts for any emergency repairs as these are usually covered by your policy.

Step 2: Review Your Policy

Before calling your insurer, read your policy document (or the key facts summary) to understand what is covered, any exclusions, your excess amount, and any claim conditions. Pay particular attention to time limits for notification (many policies require you to notify within 30 days) and any requirements for using approved repairers or contractors. Knowing your policy details before you call prevents you from accidentally saying something that could harm your claim.

Step 3: Document Everything

Thorough documentation is the single most important factor in a successful claim. The more evidence you provide, the faster and more generous your settlement is likely to be. Here is what to document:

• Photographs and video of damage from multiple angles, with close-ups of detail
• Written description of what happened, when, and where (as soon as possible while memory is fresh)
• Police crime reference number (for theft, burglary, or criminal damage)
• Contact details of any witnesses
• Receipts, invoices, or proof of purchase for damaged or stolen items
• Medical reports for personal injury claims
• Repair estimates from qualified tradespeople
• Screenshots of relevant communications (emails, messages)

Step 4: Notify Your Insurer Promptly

Contact your insurer as soon as practically possible. Most insurers have 24/7 claims lines for emergencies. When you call, have your policy number ready and be factual and concise. Do not speculate about fault or causes — stick to what you know. Ask for a claim reference number and the name of your claims handler. Follow up the phone call with an email summarising what was discussed, creating a written record.

Step 5: Cooperate with the Assessment

For larger claims, your insurer may send a loss adjuster to assess the damage. A loss adjuster works for the insurer, not for you — their job is to validate the claim and estimate the cost. You have the right to get your own independent assessment if you disagree with theirs. For very large or complex claims (over £10,000), consider hiring a loss assessor who works on your behalf, typically charging 5–10% of the settlement.

Step 6: Review the Settlement Offer

When you receive a settlement offer, check it carefully against your claim. Common issues include the insurer deducting for wear and tear (depreciating the value of items), applying the wrong excess, or undervaluing specialist items. You are not obligated to accept the first offer. If you believe it is too low, respond in writing explaining why and providing supporting evidence. Most settlements are negotiable, especially if you have strong documentation.

Step 7: Escalate If Necessary

If you cannot reach a satisfactory resolution with your insurer, follow the formal complaints process outlined in the next section. UK insurance regulation provides strong consumer protections, and most disputes can be resolved without legal action.

FCA Rules and Timelines

The Financial Conduct Authority (FCA) regulates all insurance companies in the UK and sets rules that protect policyholders. Key rules you should know:

• 8-week response rule: Insurers must issue a final response to a complaint within 8 weeks. If they do not, you can immediately escalate to the Financial Ombudsman Service (FOS) regardless of whether the insurer has finished investigating.
• Fair claims handling: FCA rule ICOBS 8.1 requires insurers to handle claims promptly and fairly, not unreasonably reject a claim, and not impose unreasonable conditions on making a claim.
• Reasonable evidence: Insurers must not require disproportionate evidence. If you cannot provide a receipt for a stolen item, other evidence (bank statements, photos, product registration) should be accepted.
• Cash settlement option: You generally have the right to take a cash settlement rather than having the insurer arrange repairs, though the cash amount may be less (reflecting the insurer's trade discounts).
• Communication requirements: Insurers must keep you informed of claim progress and explain decisions clearly and in writing.

Financial Ombudsman Service (FOS) Escalation

The Financial Ombudsman Service is a free, independent dispute resolution service. You can escalate to the FOS if your insurer has issued a final response that you disagree with, or if 8 weeks have passed without a final response. The FOS has the power to order insurers to pay up to £430,000 in compensation.

How to Escalate to the FOS

1. Exhaust the insurer's complaints process first (or wait 8 weeks for a final response).
2. Submit your complaint to the FOS online at financial-ombudsman.org.uk, by phone (0800 023 4567), or by post. Include your policy number, claim reference, timeline of events, and copies of all correspondence.
3. The FOS investigates independently. An adjudicator reviews both sides and issues an initial assessment. If either party disagrees, it escalates to an ombudsman for a final decision.
4. The ombudsman's decision is binding on the insurer (if you accept it) but not on you. If you reject the decision, you can still take legal action.

The FOS resolves approximately 60% of insurance complaints in favour of the consumer. The process typically takes 3–9 months. There is no cost to you for using the FOS — it is funded by levies on financial services firms.

Common Mistakes That Get Claims Rejected

Understanding why claims are rejected helps you avoid these pitfalls. The Association of British Insurers reports that fewer than 2% of claims are rejected, but when they are, it is usually for one of these reasons:

• Non-disclosure or misrepresentation: If you gave inaccurate information when taking out the policy (wrong address, undisclosed previous claims, incorrect security measures), the insurer may void the entire policy. Always be accurate and honest on application forms.
• Policy exclusions: Every policy has exclusions. Common ones include gradual deterioration (e.g., a slow leak vs a burst pipe), wear and tear, unoccupied property (usually 30+ consecutive days), and pre-existing conditions. Read your policy before claiming.
• Late notification: Many policies require notification within 30 days of the event. Some travel policies require notification within 24–48 hours. Late notification gives insurers grounds to reject, arguing they were prejudiced by the delay.
• Failure to mitigate loss: If you knew about a problem and did nothing to prevent it getting worse, the insurer can reduce or reject the claim. For example, not turning off the water when you spot a leak, or not securing a broken window after a break-in.
• Lack of evidence: Without photographs, receipts, or police reports, it is difficult to substantiate a claim. Keep a home inventory with photos and receipts for valuable items. Store this digitally (cloud storage) so it is accessible even if your home is damaged.
• Exaggeration or fraud: Inflating a claim — even slightly — can result in the entire claim being rejected and the policy being cancelled. Insurers share fraud data through the Claims and Underwriting Exchange (CUE), and a fraud flag makes it very difficult to get insurance in the future.

Guides by Insurance Type

For detailed step-by-step instructions specific to each insurance type, see our dedicated guides:

• Car Insurance Claim Process — Step by Step — what to do at the scene, fault vs non-fault, uninsured driver claims
• How to Claim on Home Insurance — Water Damage, Burglary, Storm — emergency steps, documentation, contents vs buildings

For help managing household costs alongside insurance, see our energy saving tips and mortgage rates comparison.