Understanding what to expect from the home insurance claims process can help to take a lot of the stress away and get you back to normal sooner. In this blog, we explain the core stages of the claims process, who’s involved, and the steps you can take to keep your claim moving. Find answers to common insurance repair questions, including:
- What happens immediately after you submit a claim?
- Who will be involved in my claim?
- What are the typical timeframes, and where do delays tend to crop up?
- What can I do to keep my claim moving?
- Where can I find additional support?
- How can an insurance repair specialist help?
What happens immediately after you submit a claim?
Once you notify your insurer of a claim, the process begins behind the scenes quite quickly - even if it doesn’t always feel that way!
Typically, the first steps your insurer takes will include:
- Logging your claim and assigning a reference number
- Reviewing your policy to confirm what’s covered
- Carrying out an initial desktop assessment of the damage that’s been reported
- Deciding whether to appoint a loss adjuster
If the damage is minimal and the claim is fairly straightforward or low-value, your insurer might approve repairs straight away and move straight into appointing a contractor. Not all insurers have a list of approved contractors they can refer work to, but a lot of them do. And for more complex claims, they’ll usually assign a loss adjuster who will be responsible for assessing the damage in more detail.
At this stage, you might also be asked to provide supporting information, such as photographs and descriptions of the damage, or evidence of ownership for the affected items. Your insurer might also require you to gather and submit a range of repairs quotes from different contractors, so that they can verify what the repairs are likely to cost.
It’s also at this stage that you have the opportunity to source your own repairs contractor to carry out the work. Working with your own contractors versus those appointed by your insurer has a host of benefits and can often lead to higher-quality, longer-lasting repairs. You can learn more about this in our recent blog.
While this part of the process can feel slow, it’s an important step in ensuring the claim is assessed correctly from the outset; not just for a clear picture of the damage, but also to establish where liability sits for covering the cost of repairs. Remember, when you make a claim for property damage, you’re essentially claiming against your insurer. They’ll ultimately want to make sure the damage is covered by your policy and determine whether or not they’re liable for funding the repair works. Unfortunately, the time it takes to do so doesn’t impact them nearly as much as it impacts you, so it’s common to feel like they might be dragging their feet in these early stages.
If you’re experiencing lengthy delays from your insurer, or you’re still in the early stages and want to make sure the process goes as smoothly as possible, get in touch with our team. With 18 years of experience, we’ve supported homeowners like yourself through all manner of property damage, and know what’s needed to keep the ball rolling with your claim.
Who will be involved in my claim?
One of the most common sources of confusion for homeowners is understanding who does what during a claim.
The process and people involved can look slightly different depending on the complexity of your claim and repairs. Here’s a brief list of the professionals you should expect to encounter as part of the process…
Your insurer
Your insurer is responsible for managing the claim, confirming what’s covered under your policy, and ultimately approving costs for the repairs.
Loss adjuster
A loss adjuster might be appointed by your insurer to assess the damage and determine the extent of the claim. They act on behalf of the insurer and will usually visit your property, review the damage, and request supporting information. If a loss adjuster is appointed, they’re likely to become your main point of contact throughout the claim, so you’ll deal with them personally as opposed to contacting your insurer directly for updates.
Restoration contractor
Before the full repair works begin, it’s common for a restoration contractor to be appointed first. Depending on the nature of the damage - be it from an escape of water, flood, fire, or storm - they’ll attend the property and assess the extent of the damage, outlining the fixtures that will need to be stripped out (if any) and advising on the equipment that needs to be installed before the proper works can begin, such as drying equipment.
Contractor or repair specialist
Your contractor will be responsible for carrying out the repair work. Depending on the path you take, this may be an insurer-appointed contractor or a specialist you engage independently.
Working with an independent insurance repairs specialist often makes the claim and repairs process a lot smoother. An independent specialist will be able to assess the damage accurately and prepare a scope of work and quote in an insurer-ready format, making it less likely for you to experience pushback from your insurer.
Not only this, but insurance repairs specialists like Action Insurance Repair are also teamed up with a number of trusted independent loss assessors, who will act on your behalf to fight for the best outcome from your claim. Having a loss assessor on board to counter the insurer’s loss adjuster can make all the difference if you’ve been experiencing pushback on the scope of work or quotes you’ve submitted.
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Typical timeframes, and where delays can crop up
Every claim journey is different, but most have common points where delays can happen. Here’s an outline of the core stages shared by every home insurance claim, with an indication of expected timeframes.
Stage 1: Initial response (1-5 days)
You should aim to inform your insurer of the damage as soon as it’s happened (or if you’ve been away, as soon as you’ve realised it). Once your insurer has been informed, they’ll log the claim and should talk you through the next steps.
Stage 2: Assessment (1-3 weeks)
A loss adjuster, appointed by your insurer, may visit the property to assess the damage. This is also the ideal time to involve your own independent insurance repair specialist, such as Action Insurance Repair, who will complete an assessment based on what can be seen, and what might be hidden, to provide a more accurate scope for the reinstatement of your property. At this point, an independent loss assessor might also be brought on board, who will liaise directly with the insurer to support your best interests and pursue the best outcome from your claim.
During this time, you may also be asked to gather additional information to support your claim, such as photographs of the damage, or evidence of ownership for damaged items. Your insurer may also approve emergency repairs, such as boarding up windows or replacing broken locks, to secure your property while you await full repairs.
Stage 3: Quoting and approval (2-12+ weeks)
Repair scopes and quotes are prepared and submitted for insurer approval. It’s important to remember that work shouldn’t start before this approval has landed, otherwise you could end up out of pocket.
This stage can be frustrating, as insurers might query costs or the reasonings behind certain work outlined in the scope. This is where the value of working with an independent insurance repair specialist truly shines, as not only will they be able to prepare a scope of work in an insurer-ready format that attracts less questioning, but if questions do crop up, they’ll have no trouble providing clarity to your insurer to reduce the risk of further delays.
Depending on the extent of the damage and the scale of works required to repair the property, it may be that a surveyor is appointed to your case and it then goes to tender. In this case, the timeline for this phase of the process is more likely to be around 6 months from the date the surveyor is appointed to the analysis and approval of the tender.
Stage 4: Repairs and reinstatement (varied timeframe)
Once the claim has been approved, your repairs can be scheduled and carried out. Timelines for repairs vary greatly depending on the extent of the damage and the availability of your chosen contractor.
What you can do to keep your claim moving
While some parts of the insurance repair process are outside of your control, there are several practical steps you can take to help your claim progress more smoothly.
1) Provide clear and complete information
Submitting detailed descriptions of the damage, along with photographs and any supporting documents early on can help reduce the risk of delays cropping up later down the line.
There can be a lot of back-and-forth at this stage as it’s common for insurers to request further information, along with asking you to gather quotes for the repairs. If it feels a little overwhelming, you’re not alone; the process is rarely made easy for those submitting a claim. That’s why we’re here to help.
2) Keep records of all comms
Be sure to make a note of all conversations, emails, and any key decisions that have been made in relation to your claim and the agreed repairs. This helps avoid confusion and ensures everyone is aligned. A record of contact between you and your insurer can also come in handy in the event that you need to chase progress or ask for updates.
If you’ve chosen to work with a trusted loss assessors, this will all be managed on your behalf.
3) Respond promptly to insurer requests
Insurers and loss adjusters might request additional information when reviewing your claim. Responding quickly can help to keep things moving along so that you can soon get back to normal.
4) Don't be afraid to ask questions
If something isn’t clear, it’s always worth an ask. Understanding what’s happening can help you to make more informed decisions and reduce the risk of outcomes not meeting your expectations, or work needing to be re-done (likely at your own cost) at a later date should it align with what you thought had been agreed.
5) Consider specialist support
Claims can be complicated, and delays are a common occurrence. Seeking support from professionals who are experienced in navigating the insurance repair process can make a significant difference in not just the outcome from your claim, but your experience of the whole process.
Where to seek additional support
Many homeowners don’t realise that they don’t have to manage the entire claims process alone. There are experts out there (like Action Insurance Repair!) who can provide end-to-end support and help to take a lot of the stress from your shoulders.
Depending on your situation, there are a few people you might consider turning to for guidance:
- Your insurance broker - a good point of contact if you have questions about the claims process
- A loss assessor, who can manage your claim on your behalf and fight to secure the best possible outcome
- A specialist insurance repair contractor, who can provide an insurer-ready quote and scope of work, and carry out all your repairs to a high standard
How an insurance repair specialist can help
One of the best ways to reduce stress during an insurance claim is to bring in a specialist who understands how it all works.
Insurance repair specialists bring together both construction expertise and claims knowledge. Where necessary, they can also introduce you to an independent loss assessor to counteract the insurer’s loss adjuster and fight for a fair outcome on your behalf.
Insurance repair specialists can be worth their weight in gold, especially if your claim is complex, because they’ll be able to:
- Carry out a detailed damage assessment
- Prepare a scope of work and repair quote in a format that insurers are familiar with
- Liaise with the insurer and the loss adjuster, or bring in a loss assessor to do so
- Coordinate all required trades
- Manage your repairs through to completion
Because all documentation is prepared in a format that insurers expect, this can help to reduce back-and-forth queries and avoid delays during the approval stage. But beyond this, putting your claim and repairs in the hands of a trusted insurance repair specialist means you can enjoy peace of mind that the process is being handled properly, with your best interests kept as a top priority.
Feel more in control of your home insurance claim
Making a claim on your home insurance is unfamiliar territory for most, but with a clearer understanding of the process, the people involved, and the steps you can take to keep things on track, it becomes a lot less overwhelming, and a lot more manageable.
Every claim may be different, but the same principles apply across the board: clear communication, accurate documentation, and working with experienced professionals can all help to ensure the best outcome.
If you’re dealing with major damage to your home, remember: you don’t have to go it alone. Get in touch with our team today to learn more about how we can help.
FAQs
How long does a home insurance claim take in the UK?
The timeframe for a home insurance claim can vary depending on the complexity of the damage. Straightforward claims may be resolved within a few weeks, while more complex claims (particularly those involving significant repairs) can take several months. Delays are most common during the assessment and repair approval stages.
What happens after I submit an insurance claim?
Once you submit a claim, your insurer will log the details, review your policy, and assess the information provided. For more complex claims, a loss adjuster, acting on your insurer’s behalf, may be appointed to inspect the damage (and you might consider appointing a loss assessor to act for you). You might also be asked to provide photographs, documents, or further details to support your claim.
Who is the loss adjuster and what do they do?
A loss adjuster is appointed by the insurer to assess the damage and determine the extent of the claim. They act on behalf of the insurer and will usually inspect the property, review evidence, and request any additional information needed to progress the claim.
Can I choose my own contractor for insurance repairs?
In many cases, yes. Some policies allow you to appoint your own repair specialist, provided the repairs are approved by the insurer and costs are reasonable. It’s always best to check your policy wording and discuss your options with your insurer before proceeding.
What can cause delays in an insurance claim?
Delays can occur for several reasons, including incomplete information, unclear repair quotes, contractor availability, or the need for additional assessments. Ensuring documentation is accurate and working with an experienced insurance repair specialist can help to reduce the likelihood of delays cropping up.
What can I do to speed up my insurance claim?
You can help to keep your claim moving by providing clear and complete information, responding promptly to requests, keeping records or communication, and working with professionals who understand the insurance claims process, such as a loss assessor and specialist insurance repair contractor.
Do I need a loss assessor for my claim?
Not always, but a loss assessor can be helpful for more complex or high-value claims. They work on your behalf to manage the claim, ensure all damage is properly documented, and help present your case clearly to the insurer, responding to any queries and ultimately advocating for an outcome that’s in your best interest.
How can an insurance repair specialist help?
An insurance repair specialist can manage the repair process from start to finish. This includes assessing the damage, preparing insurer-ready quotes, liaising with insurers or loss adjusters, involving a loss assessor where appropriate, and coordinating and completing all repair work. Their experience can help to reduce delays and make the process a lot less stressful for homeowners.
What if I'm not happy with how my claim is being handled?
If you’re concerned about how your claim is progressing, you can raise this with your insurer or broker. If needed, you may also seek support from a loss assessor or repair specialist to help guide the process and ensure everything is being handled correctly. Where you feel you’ve been entirely let down by your insurer, you can choose to submit a complaint to the insurer, or take things further with the Financial Ombudsman Service (FOS).
