The FT’s investigation into home insurance claims highlighted what many households already know: managing a claim can feel daunting when the process becomes slow, confusing, or confrontational. Damaged rooms, drying equipment, family disruption and ongoing uncertainty can leave people feeling powerless long before a settlement is reached.

A broader explanation of the pressures that shape these situations is set out in our article on why home insurance claims are becoming harder to resolve, which outlines the wider system factors behind these challenges.

While some of the stress is unavoidable, there are practical steps that help homeowners maintain control and reduce the risk of long periods of delay. These steps don’t rely on confrontation. They rely on clarity, documentation and steady communication — the things that most influence the pace and outcome of a claim.

This guide brings together the approaches that make the biggest difference in real cases.

1. Write down a simple timeline as early as possible

This is one of the most effective actions a homeowner can take, but few people do it.

A clear timeline answers the questions insurers and adjusters need to understand:

• when the damage was first noticed
• what signs appeared and in what order
• what steps were taken to protect the property
• when the claim was reported
• who attended and when

A short, factual timeline helps avoid uncertainty later. Many delays arise from missing or inconsistent information at early stages, which we explain in our guide to the hidden reasons home insurance claims get delayed. It also ensures that information given to different representatives stays consistent.

2. Photograph everything — before anything is moved

Clear evidence is essential in any claim. A strong set of photographs taken early can prevent weeks of back-and-forth later.

Include images of:

• the source of damage (if visible)
• every affected room
• flooring, skirting and walls
• ceilings below the leak
• damage to built-in fixtures
• moisture readings if available
• any emergency repairs

Date-stamped photographs are ideal. Even basic mobile photos are enough; the key is to record the evidence before drying or strip-out changes the scene.

3. Keep all communication in one place

When a claim becomes difficult, it often involves:

• several call centres
• outsourced claims teams
• multiple loss adjusters
• contractors and surveyors
• drying specialists
• internal approval teams

Keeping track of who said what — and when — helps maintain clarity.

A simple log can include:

• date
• who you spoke to
• what was agreed
• what was requested
• what you were told would happen next

This prevents misunderstandings and reduces the chance of repeating steps already completed. Clear records also reduce the risk of confusion about cause or evidence, which are among the common reasons home insurance claims are rejected.

4. Ask for clear next steps, not explanations of “why it’s delayed”

When homeowners ask, “Why is this delayed?”, the answer is often vague or incomplete — because several parties may be involved.

A more effective question is:

“What is the next step required to progress the claim, and who is responsible for it?”

This shifts the conversation to actionable tasks. It also helps identify where a case may be stuck. Our NI claims data shows clear patterns in how high-moisture incidents and winter losses contribute to these delays, which we outline in our overview of home insurance claims data across Northern Ireland.

5. Request written confirmation for key decisions

Most insurers and adjusters are happy to do this. Written confirmation avoids confusion when:

• settlement options are discussed
• temporary repairs are agreed
• a drying programme is required
• contractors are scheduled
• alternative accommodation is considered

Clear documentation keeps momentum and prevents disagreements later.

6. Do not start permanent repairs until authorised

This is one of the most common reasons for disputes.

Well-intentioned homeowners often begin repairs to protect their property, especially when delays are frustrating. But starting reinstatement without approval can create difficulty, because insurers need to inspect damage as it was before restoration work begins.

Temporary measures to prevent further harm are different — they are usually encouraged. Permanent repairs, however, should wait until an assessment has been completed.

A fuller explanation of why reinstatement must follow a clear sequence — and why scopes often grow once drying and strip-out begin — is available in our guide to understanding reinstatement.

7. Provide costed, itemised quotations whenever possible

Reinstatement claims often slow down when quotations are:

• incomplete
• not itemised
• lacking materials and labour breakdowns
• unclear about room-by-room work

A costed, detailed quotation gives the insurer the information they need to compare, validate and approve. It prevents repeated requests for clarification and helps avoid misunderstandings over what is — and isn’t — included.

8. If the claim becomes complex, consider obtaining an independent assessment

Some claims are straightforward. Others involve:

• multi-room water damage
• unknown leak sources
• structural drying
• high-value reinstatement
• disputes about the cause
• uncertainty about the scope of works

In these cases, having a clear, independent view of the damage and the reinstatement required helps ensure nothing is overlooked. It also gives homeowners a better understanding of what to expect as the claim progresses.

This is not about confrontation. It’s simply about clarity, accuracy and reducing the risk of further delays.

Why this matters

The FT article focused on people who felt they had lost control of their claim, sometimes for months or years. But the underlying lesson is that homeowners can regain control by approaching the process with clear evidence, steady communication and well-organised information.

Insurance claims are technical and often slow. But with the right steps in place early on, even a difficult claim can move forward more predictably and with far less stress.

The next part of this series will focus on reinstatement itself — what it involves, why costs vary, and why the true scope of work is sometimes larger than homeowners expect.

Next in the FT Response Series

Part 6: “Understanding Reinstatement: Why the Real Cost of Damage Often Surprises Homeowners”

You can explore the full FT Response Series through our main hub page, which brings all articles together in one place.