One of the strongest themes in the FT’s reporting was how confusing the claims process feels for many households. Even people with years of experience dealing with home maintenance find themselves unsure of the steps, the terminology and the sequence of decisions involved.
Most homeowners only make a handful of claims in their lifetime. Insurers, adjusters and contractors handle them every day. This creates a knowledge gap that can leave homeowners feeling unsure of what should happen next or how long each stage should take.
A wider explanation of the pressures behind this confusion is set out in our article on why home insurance claims are becoming harder to resolve.
This guide explains the home insurance claims process in plain English, from the moment damage is discovered through to settlement and reinstatement. It aims to remove confusion and give homeowners a clear understanding of the path ahead.
1. Reporting the damage
The claims process formally begins when the damage is reported to the insurer.
When you contact the insurer, they will normally ask for:
- the date you discovered the damage
- a short description of what happened
- early photographs
- steps you have taken to prevent further harm
- confirmation of any urgent safety risks
The key point at this stage is to report promptly. Early reporting helps avoid problems linked to unclear timelines or missing evidence.
2. Preventing further damage
Insurers expect homeowners to take reasonable steps to stop things getting worse. This might include:
- turning off the water supply
- isolating electrics if there is water near sockets
- placing buckets or protection under active leaks
- moving belongings away from wet flooring
These actions do not count as permanent repairs. They are simply measures to protect the home while an assessment is arranged.
3. Initial assessment by an insurer or loss adjuster
Once the claim is logged, the insurer will decide how to assess it. They may:
- send a loss adjuster
- send a surveyor
- appoint a claims management team
- request photographs or video
- ask for more details about the cause
The purpose of this stage is to confirm:
- the cause of damage
- whether the policy covers the event
- whether emergency drying is required
- whether alternative accommodation is necessary
- health and safety concerns
This is not a full reinstatement plan. It is an early assessment to work out what should happen next.
4. Drying and stabilising the property
If the incident involves water damage, drying usually becomes the next step. Drying can take days or weeks depending on:
- moisture levels
- affected materials
- how far the water travelled
- the location of the pipe or leak
- weather conditions
Until drying is complete, no one can fully confirm the scope of reinstatement. This is a major reason why the overall process can feel slow.
We explain more about these behind-the-scenes delays in our guide to the hidden reasons home insurance claims get delayed.
5. Preparing a costed scope of works
When the property is dry, a full reinstatement plan is prepared. This usually includes:
- all rooms affected
- materials needing replacement
- joinery, plastering, decoration and flooring
- any necessary plumbing or electrical work
- measurements and itemised costs
Depending on the insurer’s approach, this may be prepared by:
- a contractor
- a surveyor
- a loss adjuster
- an external specialist
This scope forms the basis of the settlement.
6. How settlement decisions are made
Settlement normally takes one of two forms:
A. A managed repair programme
Where the insurer appoints contractors to complete the work.
B. A cash settlement
Where the insurer pays the homeowner so they can arrange their own contractors.
Settlement amounts are based on:
- the validated scope of work
- policy limits
- pricing models
- material and labour costs at the time
- any policy conditions that apply
If parts of the damage fall outside the policy, this will be explained in the settlement decision.
7. Your responsibilities during the claim
Homeowners are responsible for:
- reporting the claim promptly
- avoiding permanent repairs before assessment
- keeping evidence (photos, damaged items, timelines)
- providing access for inspections
- supplying quotations when requested
- protecting the property from further harm
Clear documentation and steady communication make a noticeable difference to the pace of a claim. These steps also reduce the risk of confusion about cause and evidence, which we outline in our guide to common reasons home insurance claims are rejected.
8. Your rights during the claim
Homeowners have the right to:
- fair handling under FCA rules
- clarity on what is happening and why
- an explanation of decisions
- copies of reports used to assess the claim
- request reconsideration if information seems incomplete
- make a formal complaint if communication breaks down
- refer the case to the Financial Ombudsman Service if needed
Many homeowners do not realise they can ask for written confirmation of key decisions. This is often helpful when a claim becomes complex.
9. Reinstatement and completion
Once settlement is agreed, reinstatement begins. This involves:
- scheduling trades
- carrying out structural work
- making good plasterboard or joinery
- refitting flooring and fixtures
- redecorating
- final quality checks
The length of this stage depends on contractor availability, the size of the project and the complexity of the reinstatement.
Our review of home insurance claims data across Northern Ireland shows clear local patterns in settlement values, reinstatement complexity and the types of damage most often involved.
A detailed explanation of the reinstatement process is available in our article on understanding reinstatement, which sets out why scopes often grow once drying and strip-out begin.
10. When independent support can help
Independent assessment can be helpful when:
- the cause of damage is unclear
- the scope of work appears incomplete
- there are multiple rooms affected
- the claim has stalled
- communication has become confusing
- the settlement is disputed
- drying or reinstatement plans are inconsistent
Support of this kind provides clarity, reduces the risk of missing evidence, and helps homeowners understand what is required to return the property to its pre-loss condition.
Practical steps that help homeowners stay organised throughout the process are outlined in our guide on how to regain control of a difficult insurance claim.
Why this matters
The FT described homeowners feeling lost within a system that involves many people, several stages and a considerable amount of technical detail. But when the process is broken down step by step, it becomes far easier to understand. With clear evidence, steady communication and realistic expectations about the order of events, homeowners can navigate even a complex claim with far greater confidence.
You can explore all articles in the FT Response Series through our main hub page, which brings everything together in one place.
