How to make a home claim

All insurance policies spell out clearly the risks they cover, and which risks are not covered. Read your policy and make sure that the loss you have suffered is covered. Decide which policy, buildings or contents, to claim under.

A good general guide is that your 'buildings' policy covers the structure of your home together with any fixtures and fittings and internal decorations. Your 'contents' policy covers possessions that you would take with you if you moved. If you are not sure, telephone your broker or insurance company for advice.

Once notified your broker or insurance company will require you to complete a claim form as soon as possible and return it with, if possible, estimates for the cost of repair or replacement.

• If you have a "replacement as new" policy you can claim for the full cost of repairing your property or replacing it with new items if they've been stolen or destroyed.
• If you have an indemnity policy then you must deduct, on your claim form, an amount to represent wear and tear.
• If you find it difficult to get estimates quickly (if damage is widespread builders and plumbers may be hard to track down) then send the claim form to the insurance company straight away, and tell them you will send estimates as quickly as possible.
• If you have suffered from theft, malicious damage or vandalism, tell the police immediately.
• If you have lost credit cards or cheque cards, tell the company that issued them immediately, a delay of even a few hours could prove expensive for you.
• If temporary repairs have to be done to prevent further damage, arrange for the work to be done and keep any bills. The cost may form part of your overall claim.
• It is important to keep damaged items because the insurance company may want to see them. Burnt or soaked property can be kept in a shed or garage.

As soon as the insurance company gets your estimates it will normally either:

• Pay your claim.
• Arrange for a claims inspector to call on you.
• Send a loss adjuster to handle the whole claim.

The claims inspector is employed by the insurance company and will arrange with you the basis on which your claim will be settled.

Loss adjusters are independent experts with a good knowledge of the area in which they operate. They are skilled in assessing claims and in advising on the best repair and reinstatement methods. They will recommend to the insurance company the way in which your claim should be settled.

There is usually no need for you to appoint someone to act on your behalf. If you do, remember you will have to pay their fees yourself.

Insurance companies usually want to see evidence of ownership and value of property that has been lost or damaged. It is important to keep, if possible, receipts and professional valuations. If you do not have these, ask the insurance company what other evidence they will accept.

Many insurance companies provide telephone help lines for policyholders facing an emergency. They can give you the names of good tradesmen for emergency repairs and, of course, give detailed advice to those having to make a claim.

Please note that you should always follow the procedures laid out in your insurance documentation.