How to make a home insurance claim and what to do after an incident

Incidents can happen at home at any time. Whether it’s a leak that won’t stop, burglary, or damage after a storm, it can be both expensive and upsetting.

This guide walks through the practical steps to take after such an incident, how to raise a home insurance claim in the UK, and what usually happens after you report it.

If you’re still getting set up in the UK, you’ll also see a few tips that make the process smoother when you don’t have every document to hand.

If you’re looking to get insured, learn more about Marshmallow home insurance.

Step 1: Make sure everyone is safe

Start with people, not paperwork.

• If there’s immediate danger, for example a fire or serious flooding, call 999.
• If anyone is injured, get medical help.
• If there’s been a burglary, attempted break-in or vandalism, contact the police.

If the police attend, ask for a crime reference number.

If the police don’t attend, you can still usually report it and get a reference. Insurers often ask for that number when theft is involved.

Step 2: Contain the problem and stop it getting worse

Once it’s safe, try to prevent additional damage. Do what you can, but don’t take risks with electrics or structural issues.

Common examples:

• Burst pipe or leak: Turn off the water supply at the stopcock. If you can’t find it, your landlord or building manager may know.
• Flooding: Switch off electricity only if it’s safe to reach the consumer unit. If the floor is wet and you’re unsure, leave it and get help.
• Broken windows or doors: Secure the property. Even a temporary fix helps reduce risk overnight.
• Move items: Shift valuables, documents, electronics and soft furnishings to a drier area.

A small detail that matters: insurers generally expect you to take reasonable steps to reduce further loss. Reasonable is the key word. No one expects you to take risks.

Step 3: Record what happened before you tidy up

This is the bit many people forget, especially after a stressful incident. Before you throw anything away or start a big clean-up, record the damage.

Aim to collect:

• Clear photos and short videos, including close-ups and wider shots
• A list of damaged, missing or destroyed items
• Proof of purchase or value where you have it, such as receipts, email confirmations, bank statements, or valuations

Try not to dispose of damaged items until the insurer has told you it’s okay. It can feel unpleasant to keep them, especially after flooding or burglary, but it helps avoid disputes later. If something is unsafe to keep, take detailed photos and note why it had to go.

Step 4: Raise the claim promptly

When you can, report the incident to your insurer. Many policies expect you to tell them soon after the event, and delays can slow the process down.

They’ll typically ask for:

• Your policy number (if you have it)
• Your name and address
• When it happened, or when you noticed it
• What happened, explained simply
• Any photos or videos

A crime reference number for theft, vandalism or malicious damage

Don’t worry if you don’t have everything, still contact the insurer as quickly as possible. It’s normal to send documents afterwards.

Step 5: Repairs, clean-up and “approval first”

A lot of claim problems come from one thing: repairs being done before the insurer has agreed to them.

A practical approach is:

• Do urgent, temporary measures to prevent more damage, for example turning off water, covering damage, or boarding a window.
• Pause before booking major work. Ask whether the insurer needs to inspect first, or whether they’ll send approved contractors.
• Keep receipts for any emergency spending, even small items. Also keep notes of dates and who you spoke to.

If you’re not sure what counts as “major”, that’s normal. A quick call to your insurer is usually enough to confirm whether to proceed.

What happens after you report a claim?

• After you submit the claim, the insurer may:
• Ask for more information or extra photos
• Approve straightforward claims quickly
• Arrange for approved contractors to contact you
• Send a loss adjuster to assess the damage

A loss adjuster is someone who checks the situation and confirms the likely cost of repair or replacement. They’re more common for larger claims, such as fire damage or serious flooding.

If you’re renting, you may also need to inform your landlord or letting agent, especially if the building itself is affected.

What to do after specific incidents

If your home is burgled:

• Report it to the police and get a crime reference number.
• Photograph entry points and any damage to doors or windows.
• Make a list of stolen items, including serial numbers if you have them.
• Secure the property.

Report the theft to your insurer and follow their instructions.

If you have flooding:

• Turn off electricity only if it’s safe.
• Move furniture and valuables to a dry area if you can.
• Open windows to ventilate if weather allows.
• Speak to your insurer before you do a full clean-up or remove damaged items.

With flooding, it’s tempting to start ripping things out immediately. Sometimes that’s necessary, but many insurers prefer to assess first, so it’s worth checking.

If there’s a fire:

• Don’t re-enter until emergency services say it’s safe.
• Once safe, take photos of damage, including smoke staining.
• Report the incident to your insurer without delay.

If there’s a burst pipe or water leak:

• Turn off the water supply.
• Keep water away from electrics and switch power off only if safe.
• Move items away from the affected area.
• Report it to your insurer and ask whether they want you to use approved tradespeople.

What information will the insurer usually request?

Insurers typically need enough detail to confirm three things: what happened, what was damaged, and what it may cost to fix.

They may ask for:

• Photos, videos and a written description
• Proof of ownership or value for higher-cost items
• Quotes for repairs, or permission to send their own contractor
• Police reference numbers for theft or vandalism
• Any receipts for emergency actions you took

If you’ve recently moved to the UK and don’t have paperwork for everything, don’t let that stop you. Email confirmations, online order history, and bank statements often help.

How long does a home insurance claim take?

It depends on the type of incident and how complex repairs are.

• Smaller claims can sometimes be settled in days.
• Flood or fire damage often takes longer because inspections and contractor schedules come into play.

Two things usually speed it up: sending clear evidence early, and replying quickly when the insurer asks follow-up questions.

Summary

After an incident at home, focus on a simple order:

• Check everyone is safe and call emergency services if needed.
• Contain the issue and reduce the risk of more damage, but don’t take risks.
• Photograph damage and keep proof before you clean up or throw items away.
• Contact the insurer quickly, even if you’re still gathering documents.
• Get approval before major repairs, unless it’s urgent temporary work.

If you’re looking for home insurance designed for people who are new to the UK, you can explore Marshmallow home insurance or get a quote today.