Buildings insurance: Making a claim
Some insurers have 24-hour helplines which you can call to start your claim
How to claim
- If you're dealing with more than one insurance company (for example, because you're claiming on both buildings and contents policies), make sure you sort out who's doing what; get the companies to talk to each other and to you.
- Always read the policy terms and conditions thoroughly to make sure you're covered for everything you think you are. Read them again if you have to make a claim.
- Check regularly that you have enough insurance.
- Know which company you're insured with, or think about how you would contact your insurer if you had to leave your home in an emergency.
- Keep your insurance documents safe and keep a note of where they are.
- If you're not happy with how your company is dealing with your claim, contact the Financial Ombudsman Service.
Complaints
If you have a dispute with your insurance company or broker (whether it's about a claim or some other aspect of its service), complain first to the company.
In most cases, the company should resolve the problem. However, if it doesn't, you can complain to the Financial Ombudsman Service (FOS). Since the Financial Services Authority took over the regulation of general insurance on 14 January 2005, all unresolved disputes and complaints are now handled by the FOS.
The FOS will look at a case only if you've already been through the company's own complaints procedure and reached deadlock. In reaching a decision, it considers the terms of the policy, and also what's 'fair and reasonable'. Decisions against the company are binding, but if you're dissatisfied, you're still free to go to court.