Claims top tips

How to respond in the event of a claim - helpful tips from our award-winning claims team. 

Simple steps to take in the event of a claim

Criminal damage & theft
  • If your claim has involved theft or malicious damage, please take note of the crime reference number and details of when you notified the police.
  • For lost or stolen items, please provide proof of purchase and estimates on a like-for-like basis.
Broken glass 
  • For broken glass claims please call 0345 600 0148. You just pay your excess and we'll pay for the rest.
  • Safety is paramount during a flood. Before you do anything else, please turn off your gas, electricity and water if possible. Do not turn it back on until you have been assured by a registered professional that it is safe to do so.
  • Consider moving important items to a safer place.
  • Subsidence can cause extensive damage and therefore requires expert advice in determining the cause of the movement.
  • We can arrange for independent engineers and loss adjusters to investigate the damage and draft a schedule of repair works.
Business interruption
  • Please let us know immediately if there has been any business interruption as a result of the incident, we will require access to your organisation’s finances and therefore specialists often facilitate these claims.
Legal advice
  • If you have a legal query, you can call DAS on 0345 268 9124 (UK) +44 (0)1452 875925 (abroad) with your policy reference number. They will be able to advise you on your policy cover and how to pursue your claim.
Legal claims
  • If an incident occurs, please inform us immediately.
  • Refrain from answering any third party communications.
  • Send us the full written details and documentation you have relating to the issue. If you are in any doubt, call us for more advice.
  • We will work with you to determine if you are legally liable for a claim. This may include appointing liability loss adjusters and specialist solicitors to act on your behalf.

Trusted partners

Expert support from our trusted partners

If you have trouble finding a contractor, we have a large supplier network of specialists.

 Claims surveyors
  • Assist on how to process property claims; including making decisions on whether the damage falls within the terms of the policy, and the amounts being claimed for are fair and reasonable. 
  • We pay the survey fees and you are kept fully informed. An online platform allows you to check progress, upload documents or comment on service required. 
  • Claims surveyors ensure an agreed scope of works, accurate start and finish dates, and guaranteed repair works. 
  • If you would like to upgrade repair works to include work outside of what is required as part of your claim, you can do so provided you cover the additional cost.
 Loss adjusters
  • Skilled, fair and impartial, loss adjusters are experts in managing complex claims and determining policy cover, adequate sums insured and reasonable claim amounts. 
  • They can advise on security procedures and repair techniques. 
  • Whilst we pay their fees, loss adjusters produce independent advice making sure you receive a fair settlement.
 Drainage specialists
  • We employ professional drainage services to investigate, assess and repair, with initial visits within 24 hours of notification.  
  • Your policy covers root ingress, sudden and unforeseen collapse, emergency unblocking and leaking water supply.