How to Claim on Home Insurance UK — Water Damage, Theft & Storm Claims

Home insurance claims can feel overwhelming, especially after a break-in, flood, or storm. Understanding the process before you need it helps you claim quickly and get the best outcome.

Before You Claim — Check Your Policy

Before calling your insurer, check:

1. Is the damage covered? — Read your policy schedule and the relevant sections
2. What’s your excess? — If the damage costs less than your excess, claiming isn’t worthwhile
3. Are there specific conditions? — Some policies require security measures (locked doors for theft claims) or maintenance standards
4. Is there a time limit? — Most policies require notification within a reasonable time (14-30 days)

Common Claim Types

Escape of Water (Leaks and Burst Pipes)

The most common home insurance claim in the UK. Covers damage caused by water escaping from pipes, tanks, or appliances.

What’s covered:

• Water damage to floors, walls, and ceilings
• Damaged furniture and belongings (contents policy)
• Trace and access — finding the source of the leak (check your policy)
• Alternative accommodation if your home is uninhabitable

What’s NOT covered:

• The faulty pipe, tank, or appliance itself (this is maintenance)
• Damage caused by gradual leaks you should have noticed
• Damage from lack of maintenance (e.g., not lagging pipes in winter)

Immediate action:

1. Turn off the water supply at the stopcock
2. Turn off the electricity if water is near electrics
3. Contain the water — buckets, towels, move belongings
4. Photograph everything before cleaning up
5. Call your insurer

Storm Damage

Covers damage from high winds, heavy rain, lightning, hail, or flooding.

What’s covered:

• Roof damage from wind or fallen trees
• Structural damage from lightning strikes
• Flood damage from external water sources (check for flood exclusions)
• Fencing and outbuildings (some policies limit this)

What’s NOT covered:

• Damage from rain entering through poor maintenance (e.g., missing tiles you hadn’t fixed)
• Wear and tear accelerated by weather
• Fencing in some policies (or limited to £500–£1,000)

Note: For storm claims, insurers check Met Office data to confirm storm conditions on the date. Wind speeds typically need to exceed 55mph or rainfall needs to be exceptional.

Theft and Burglary

Covers theft of belongings and damage caused during a break-in.

What’s covered:

• Stolen items up to your contents sum insured
• High-value items if individually specified (jewellery, watches, art)
• Damage to doors, windows, and locks from forced entry
• Away-from-home cover for items stolen while out (check your policy)

What’s NOT covered:

• Theft without signs of forced entry (unless someone entered through an unlocked door/window — this is usually excluded)
• Items left in plain sight in a car (most policies exclude this)
• Items above single-item limits if not specified on the policy
• Theft by household members

Immediate action:

1. Call the police and get a crime reference number (essential for the claim)
2. Don’t touch anything until police have attended
3. Make a list of everything stolen with values
4. Photograph any damage
5. Call your insurer

Subsidence

Covers damage from ground movement beneath your property.

What’s covered:

• Structural cracking caused by subsidence, heave, or landslip
• Underpinning if required
• Redecoration after repairs

What’s NOT covered:

• Settlement of new buildings (natural settling in the first few years)
• Damage from your own building works
• Some policies exclude subsidence entirely in high-risk areas

Signs of subsidence:

• Diagonal cracks wider than 3mm, especially around windows and doors
• Doors and windows sticking or jamming
• Cracks that change size seasonally

Important: Subsidence claims can take 12-18 months and significantly affect your future insurance options and premiums. Consider carefully before claiming for minor cracking.

Fire Damage

Covers damage from fire, smoke, and explosion.

What’s covered:

• Full rebuild costs (buildings) up to the sum insured
• Replacement of destroyed contents
• Alternative accommodation during repairs
• Smoke damage to rooms not directly affected by fire
• Garden and outbuilding damage

Immediate action:

1. Ensure everyone is safe
2. Call the fire brigade
3. Don’t re-enter the property until cleared by the fire service
4. Call your insurer — most have 24-hour emergency claims lines

Step-by-Step Claims Process

Step 1 — Emergency Action

Prevent further damage where safe to do so. Insurers expect you to take reasonable steps — turning off water, boarding up broken windows, etc. Keep receipts for emergency repairs.

Step 2 — Document Everything

• Photograph all damage before any cleanup
• Video walkthroughs showing the extent of damage
• List damaged or stolen items with approximate values and ages
• Gather receipts, bank statements, or any proof of purchase for damaged items
• Save damaged items until the insurer says you can dispose of them

Step 3 — Contact Your Insurer

Call the claims line (not the general number). Provide:

• Policy number
• Date and time of the incident
• Description of what happened
• Crime reference number (for theft)
• Emergency action you’ve taken
• Access arrangements for assessors

Step 4 — Loss Adjuster Visit

For larger claims (typically over £1,000–£5,000), your insurer may send a loss adjuster to inspect the damage and assess the claim. They work for the insurer, not for you.

Tips for the loss adjuster visit:

• Be present and walk them through everything
• Show all damage — don’t assume they’ll find it
• Have your list and photos ready
• Be honest — exaggeration is fraud
• Ask questions about next steps and timelines

Step 5 — Approval and Repairs

• Cash settlement — insurer pays you the agreed amount to arrange your own repairs
• Managed repair — insurer arranges approved contractors to do the work
• Replacement — for contents, the insurer may replace items rather than pay cash

Most policies pay on a new-for-old basis for contents less than a certain age. Very old items may be subject to wear and tear deductions.

Step 6 — Settlement

• Check the settlement offer carefully
• Compare against your own estimates and valuations
• You can negotiate if you believe the offer is too low
• Accept in writing and the payment typically arrives within 5-10 working days

Typical Timelines

How to Avoid Claim Rejection

Common reasons insurers reject home claims:

1. Maintenance issues — the damage resulted from lack of upkeep, not a sudden event
2. Security failures — doors or windows left unlocked during a theft
3. Under-insurance — your sum insured doesn’t cover the actual rebuild cost or contents value
4. Non-disclosure — you didn’t mention previous claims, subsidence history, or flood risk
5. Late notification — waiting too long to report the incident
6. Unoccupied property — most policies limit cover if the home is empty for 30+ consecutive days

Protect Yourself

• Review your sum insured annually — rebuild costs change; use the BCIS rebuild calculator
• Specify high-value items — declare individual items worth over the single-item limit (typically £1,000-£2,000)
• Keep receipts and records — photographs of rooms and belongings, purchase receipts
• Maintain your home — fix minor issues before they become major claims

If Your Claim Is Disputed

1. Ask for written reasons for the decision
2. Provide additional evidence if available
3. Use the insurer’s formal complaints procedure
4. Escalate to the Financial Ombudsman Service (FOS) if not resolved within 8 weeks — FOS can overrule the insurer
5. Consider hiring a loss assessor — they work for you (not the insurer) and take a percentage of the settlement (typically 5-10%), but can significantly increase complex claim payouts

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