How a claim works
Claims move through six stages. The stage name tells you who is holding the claim, which is usually the thing people actually want to know.
| Stage | What it means | Typical time |
|---|---|---|
| Submitted | We have your notification and have opened the claim. | Usually within one working day |
| Evidence Requested | We are waiting for something from you, such as a quote, receipt or photograph. The claim cannot progress until it arrives. | Waiting on you |
| Under Assessment | We have everything and an assessor is reviewing it. | Typically five working days |
| Approved - Awaiting Payment | The outcome is agreed and payment is scheduled. | Usually three working days |
| Settled | The money has left us. | Complete |
| Declined | We cannot pay the claim. You will receive a letter explaining why and how to appeal. | Appeal route in the letter |
The excess
An excess is the part of any claim you pay yourself. We deduct it from the amount we agree, so it is not something you send us. If we agree a claim of £3,200 on a policy carrying a £500 excess, the amount that reaches you is £2,700.
Worth knowing
The amount claimed and the amount you receive are different numbers, and a claim record holds both. If you are told a figure, it is always worth asking which of the two it is.
If a claim is declined
We write to you with the reason and the route to appeal. You can also take the matter through our complaints procedure, and beyond that to the Financial Ombudsman Service.
Before we can discuss your claim
Anything specific to your policy or your claim needs two things from you first: your policy number and the postcode registered on the policy. We check both before we read out any detail. Our approved repairer list and our general claims guidance are open to everyone and need no verification at all.