Claims
Making a claim
Step-by-step guidance for every type of home insurance claim.
Need to claim right now?
Most insurers have a 24/7 emergency line. Call the number on your policy document or your insurer's website. Do not wait — acting quickly can prevent further damage and strengthen your claim.
Direct Line emergency: 0345 246 8704
Document everything
Photos, videos, and written records before any clean-up or repairs.
Act quickly
Report to your insurer within 24–48 hours to avoid complications.
Preserve evidence
Don't throw away damaged items — your insurer may need to inspect them.
Claim type guides
What to expect
Acknowledgement
Your insurer should acknowledge your claim within 1–3 working days.
Assessment
A loss adjuster or surveyor may visit to assess the damage in person.
Settlement offer
Once assessed, your insurer will make a settlement offer — you can negotiate.
Payment
Settlement is paid direct to you or a contractor, depending on your policy.
Not happy with how your claim is being handled?
If your insurer isn't responding fairly, you can escalate to the Financial Ombudsman Service (FOS) for free. The FOS is independent and has the power to award compensation.
financial-ombudsman.org.uk · 0800 023 4567