Understanding Household Insurance Claims

Household insurance claims can be unpredictable, as each insurer has its own approach. Unlike commercial claims—where Loss Adjusters typically manage the entire process—home insurers focus heavily on cost-cutting. Unfortunately, these cost reductions often affect policyholders when making a claim.

Step 1: Reporting Your Claim

Most home insurance policies are sold directly by insurers or through high street banks, supermarkets, and comparison sites. If you bought your policy through a broker, they should be your first point of contact. Otherwise, check your policy wording or your insurer’s website for claim reporting instructions.

⚠ Important: Insurers usually require claims to be reported as soon as possible. If you’re still considering appointing a Claims Consultant, you can still notify your insurer first to avoid delays.

Once reported, your claim will be handled by one of the following:

✔ Desk-Based Claims Handler – Usually for low-value claims (under £5,000).
✔ Loss Adjusting Firm – Larger firms like Crawford & Company or Sedgwick are commonly appointed.
✔ Insurer’s In-House Adjusters/Specialists – Some insurers handle claims internally.
✔ Supplier Network – Used for contents replacements (e.g., electrical items, vouchers, or cash settlements).
✔ Restoration Contractors – Involved in fire and flood claims; responsible for salvaging damaged items and mitigating further damage.
✔ Building Contractors – Appointed directly for buildings-only claims.
✔ Building Surveyors – Often manage repairs but primarily serve the insurer’s cost-cutting interests, not the policyholder’s.

Step 2: Claim Assessment & Acceptance

Insurers will require detailed information about the incident. This may involve:

✔ Phone interviews with claims handlers.
✔ Site visits from Loss Adjusters, surveyors, or restoration firms.
✔ Forensic investigations (e.g., after a fire) to determine the cause and assess compliance with policy terms.

At this stage, having your own Claims Consultant is critical to:

✔ Ensure your claim is covered quickly and fairly.
✔ Attend meetings with insurers and their representatives.
✔ Build a strong case to ensure a successful claim outcome.

If investigations have already taken place, it becomes harder—but not impossible—for us to protect your interests. Early involvement is key.

Step 3: Negotiating Your Settlement

Having your claim accepted is only one part of the battle. The biggest challenges policyholders face include:

🚩 Confusion over roles – Many people involved in your claim (surveyors, contractors, loss adjusters) work primarily in the insurer’s interest—not yours.
🚩 Cost-cutting measures – Insurers push for cheaper repairs and replacements, sometimes leading to poor workmanship or undervalued settlements.
🚩 Strict policy interpretations – Insurers may reduce payouts based on policy conditions, exclusions, or minor breaches.

A Claims Consultant ensures that:

✔ Your interests—not just the insurer’s—are prioritised.
✔ You understand all available options before accepting a settlement.
✔ Insurers don’t underpay or undervalue your claim based on technicalities.

Many policyholders are unaware of their full entitlements. Insurers and Loss Adjusters should inform you, but because they are paid by insurers, they may not highlight all available benefits.

Get Expert Support at Any Stage

While it’s best to involve a Claims Consultant from the beginning, we can assist at any stage of the process—even if issues have already arisen.

📞 Need help? Contact us for a no-obligation discussion. We’re happy to assist in any way that suits you.