The first hour
- Make sure everyone is safe; call emergency services if needed.
- Prevent further damage if it’s safe: stop the water, cover openings.
- For theft or vandalism, report to the police and get a crime reference.
- Call your insurer’s claims line; ask about emergency repairs and alternative accommodation.
Evidence
Photos and video of damage, receipts and bank statements, manuals, valuations and pre-loss photos of rooms. Don’t throw away damaged items until the insurer agrees. Keep a log of calls, names and dates.
Loss adjusters and assessors
For larger claims, the insurer may appoint a loss adjuster to investigate and value the loss. You can appoint a loss assessor to act for you; they charge a fee, often a percentage of the settlement, so think about whether you need one.
Settlement and disputes
Check the offer against your policy: is it new-for-old, has an excess been deducted, has average been applied? Ask for the calculation in writing. If you disagree, use the complaints process, and in the UK the Financial Ombudsman Service. See claims and complaints.
Last updated: 11 October 2026
