Property Owner Claims: A Guide to Navigating the Process

Property insurance claims are handled differently based on the type of property involved. Generally:

✔ Commercial properties (offices, warehouses, factories) are treated as commercial claims.
✔ Residential properties (flats, houses) are handled like household claims.

Regardless of property type, insurance claims can be complex and time-consuming, with multiple parties involved—all working primarily in the insurer’s best interest. Many landlords are unfamiliar with the claims process, making professional assistance crucial.

Step 1: Reporting Your Claim

Most property policies are sold via brokers, so your first step should be to contact your broker. They may:

📌 Request claim details over the phone.
📌 Provide a claim form to complete.
📌 Direct you to contact the insurer directly.

For policies purchased directly from insurers, check your policy wording for claim reporting instructions.

⚠ Key Tip: You are obligated to report your claim as soon as possible. If you’re considering appointing a Claims Consultant, you can still notify your insurer first to avoid delays.

Once reported, your claim will be assigned to one of the following:

✔ Desk-Based Claims Handler – Handles low-value claims (under £5,000).
✔ Loss Adjusting Firm – Larger firms like Crawford & Company or Sedgwick typically handle higher-value or complex claims.
✔ Insurer’s In-House Loss Adjusters/Claims Specialists – Some insurers manage claims internally.
✔ Restoration Contractors – Appointed after fire or flood damage to salvage and restore affected areas.
✔ Building Contractors – Assigned for minor repairs.
✔ Building Surveyors – Usually project manage repairs but may not advocate for your claim.

Step 2: Claim Assessment & Acceptance

Insurers will investigate your claim in detail. This may involve:

📌 Phone interviews to gather further details.
📌 Site visits from Loss Adjusters or Claims Specialists.
📌 Forensic Investigators (e.g., for fire claims) to determine cause and policy compliance.

💡 Why Appointing a Claims Consultant is Critical at This Stage:

✔ Ensures you have a qualified expert on your side.
✔ Attends insurer meetings to protect your interests.
✔ Prepares evidence to ensure your claim is covered.

If investigations have already taken place, it’s harder (but not impossible) for a Claims Consultant to step in and correct issues. Early involvement is key.

Step 3: Negotiating Your Settlement

Negotiating a property claim can be challenging, as insurers often:

🚩 Push for preferred suppliers – These contractors may prioritise cost savings over quality repairs.
🚩 Find policy errors – Any mistakes in your coverage could be used to reduce or deny your claim.
🚩 Identify policy breaches – Insurers will scrutinise conditions and clauses to minimise payouts.

💡 How a Claims Consultant Helps:

✔ Manages conflicts with insurer-appointed suppliers.
✔ Ensures repairs meet high standards—not just insurer cost targets.
✔ Prevents underpayment by challenging unfair reductions.

Many policyholders do not receive full compensation, often due to poor-quality repairs or undervalued settlements. Insurer representatives should inform you of your entitlements, but as they are paid by the insurer, their priority is cost control.

Get Expert Support at Any Stage

While it’s best to appoint a Claims Consultant early, we can assist at any stage of the process, even if you’ve already received a settlement offer.

📞 Need help? Contact us for a no-obligation discussion. We’ll explain your options and ensure you get the best possible outcome.