Everything you need to know about home insurance claims

While every home insurance claim is specific to its situation, most follow a similar structure: 

Step 1: Contact your home insurer as soon as possible 

In the event of significant loss or damage to your home and/or its contents, you should contact your insurer using the claims number listed on your policy documents. Many insurers provide 24-hour claims lines, allowing you to report incidents as soon as they occur.  

If you’re unsure who to contact about a home claim, or can’t get through, anyone insured through a broker can contact them for help to initiate the process. 

Step 2: Provide details of the incident 

It will help your claim if you can supply as much key information as possible, including: 

• What happened and when 
• The extent of damage or loss 
• Supporting evidence (photos, receipts, reports) 

The more detailed and accurate your information, the smoother the claim process will be. 

Step 3: Assessment by the insurer 

The insurer will look over the details of the claim. As part of this, they will usually: 

• Appoint a loss adjuster to assess the damage 
• Request further documentation 
• Confirm whether the claim is covered under your policy 

Step 4: Repair, replacement and/or settlement 

In the event of your claim being approved, the insurer has options including: 

• Arranging repairs 
• Replacing items 
• Providing a financial settlement 

Your policy excess will usually apply, so it is useful to remain aware of this figure throughout. 

Optional step: Ongoing support 

At Norton, your personal client manager remains available throughout the process, helping you understand decisions, communicate with insurers and ensure everything progresses as expected. 

This is just one of the advantages covered in our guide to the benefits of using a home insurance broker. 

1. Check your policy cover carefully 

Before proceeding with a claim, it’s useful to review your policy and confirm: 

• The event is covered 
• Your policy limits are sufficient 
• Any exclusions or conditions apply 

Many homeowners only revisit their policy during annual renewal, meaning changes in property value or new possessions may not be accurately covered at the point of a claim. 

2. Consider your excess vs the claim value 

Every home insurance policy includes an excess, the initial amount you must pay towards a successful claim. If the cost of repair is only slightly above your excess, it may not be worth claiming, especially when considering potential impacts on raising future premiums. 

3. Gather as much evidence as you can 

Strong documentation increases the chance of a successful claim. This can include: 

• Photos or videos of damage 
• Receipts or proof of ownership 
• Police reports (for theft or vandalism) 

In addition to gathering as much evidence as you can, the sooner you can provide this evidence, the better in terms of supporting the claim. 

4. Speak to your home broker first  

One of the biggest advantages of insuring through a home insurance broker like Norton is having expert advice before you act as well as throughout the claim process. We can help you: 

• Decide whether to claim 
• Clarify what your home policy covers 
• Guide you through next steps 

This reduces the risk of the wasted time, energy and cost of an unnecessary or unsuccessful claim. 

Escape of water 

Burst pipes and leaks are among the most common home insurance claims, often causing extensive damage to floors, walls and contents. 

Storm / flood damage 

Severe weather can damage roofs, windows and external structures. Home insurance policies often cover storm-related damage, but definitions can vary. 

Fire damage 

Fire claims can involve both structural repairs and replacement of contents, as well as temporary accommodation costs while repairs are being carried out. 

Theft and/or vandalism 

Claims for burglary will typically require police reporting and evidence of forced entry. 

Accidental damage 

This usually comes as an optional additional cover for many home insurance policies and can protect against unexpected mishaps, such as spills or breakages.

Not reporting a home claim promptly 

Delays in reporting an issue can complicate the claim process or even invalidate your claim. 

Underinsuring your property 

If your home and/or its contents are undervalued, you may not receive full compensation. Norton’s personalised approach helps to ensure your home insurance cover accurately reflects: 

• Property value 
• High-value items 
• Collections and valuables 

Misunderstanding policy terms 

Exclusions and limits vary widely. Without expert guidance, it’s easy to assume you’re covered when you’re not. Utilising the services of a home insurance broker ensures clarity at all times.