You’ve reported the damage, you’ve been given (or you’re waiting for) a claim reference, and now you’re stuck in the part that feels most uncertain: waiting to find out what happens next, when someone will inspect, and whether the insurer is taking it seriously.
This guide sets expectations for what typically happens after you report a home property damage claim in the UK, what’s normal, what isn’t, and what to ask to get clear next steps without escalating the tone unnecessarily. Policies and insurers vary, and some claims genuinely take longer, but you should still be able to get clarity on who owns the next step and when it should happen.
The 3 essentials (a quick self-check)
If you’re early in a Northern Ireland home insurance claim, these three checkpoints usually tell you whether things are organised. If you’re missing one, use the script to get clarity in writing.
Claim reference number
Do you have a claim reference number?
Why it matters
Without a reference, it’s harder to prove the claim is logged correctly and being actioned.
What to do next
- Ask for the reference number and the date the claim was logged.
- Ask for confirmation in writing (email is usually fine) so there’s no confusion later.
Script to copy
Can you confirm my claim reference number and the date the claim was logged?Please confirm this by email so we’re working from the same record.
Responsible handler or team
Do you know who owns the next step?
Why it matters
If responsibility is unclear, delays often come from being passed between teams or third parties.
What to do next
- Ask which person/team is responsible for progressing the claim.
- If a third party is involved, ask who has authority to agree next steps and scope.
Script to copy
Who is the responsible handler/team for this claim, and what is the best direct contact route?If a third party is involved, who has authority to agree next steps?
Next step with a date
Do you know what happens next and when?
Why it matters
Healthy claims move in stages. A named next step and a date is what turns an update into a plan.
What to do next
- Ask for the next step, who owns it, and the expected date.
- Ask for the plan in writing so everyone is aligned.
Script to copy
What is the next step, who owns it, and what date should it happen by?Can you confirm the next steps and timeframes by email?
Tip: If you’re missing any one of these, focus on getting that single point clarified first. It usually reduces stress and prevents avoidable delays.
At-a-glance timeline: what’s normal vs what isn’t
Timeframes vary based on the type of damage (escape of water, storm, fire), complexity, and capacity pressures (for example after major storms), but the patterns below are a useful baseline.
| Milestone | What’s usually normal | What’s not normal (needs chasing) |
|---|---|---|
| Claim logged + reference issued | Same day to 1 working day | You cannot get a reference number, or the insurer can’t find the claim |
| First meaningful contact (not just an auto-message) | 1–3 working days | No acknowledgement or next step after a few working days |
| Inspection route agreed (adjuster / surveyor / desk assessment) | Often within 1–2 weeks | No plan for inspection, no named handler, or repeated vague promises (“someone will call”) |
| Key information request (if needed) | Within the first 1–2 weeks | Repeated requests for the same info without explaining what’s missing |
| Cover/causation direction (what they’re considering and what they need) | Often within the first few weeks for straightforward claims | “Still investigating” with no specifics, no evidence request, and no timeframe |
| Scope/estimate activity (what will be repaired, how, and cost) | Weeks 2–6+ depending on complexity | No substantive movement for several weeks and no explanation |
| Settlement discussion / offer (where appropriate) | Often within 8–10 weeks for many straightforward perils | No substantive update approaching 8 weeks, or updates that never change |
A key point: it’s less about the exact day number and more about whether the claim is moving through identifiable stages. Good updates name (1) what’s happening, (2) who owns it, and (3) what date it should move by.
The first 24–48 hours after reporting
What should happen
By the end of day 2, you should typically have:
- A claim reference number;
- Confirmation of who is handling the claim (a person, team, or managed service);
- A clear statement of the next step (and when it should happen);
- Guidance on immediate actions (mitigation, emergency repairs, evidence).
What the insurer is usually doing at this point is registering the claim, capturing the initial description of what happened, and deciding the first practical pathway: desk assessment, contractor triage, or inspection by an adjuster/surveyor/specialist.
What you should do (low-risk, high-value)
Keep this simple and safe:
- Photograph or film the damage “as found” where possible, before moving items or starting clean-up.
- Prevent further damage where safe (for example shutting off water, catching drips, isolating electrics if there’s water ingress, ventilating).
- Keep receipts for emergency purchases and mitigation work.
- Write down the story once: when you noticed it, what you did immediately, and what seems affected.
You do not need to be technical. You do need to be consistent.
What’s normal vs what isn’t
Normal:
- An acknowledgement first (sometimes automated), followed by a proper call-back;
- Requests for initial photos, a short description, and your availability.
Not normal:
- The insurer cannot locate the claim;
- You cannot obtain a claim reference;
- You have no next step after a few working days.
Questions to ask in the first 48 hours (scripts)
Use these as written:
- “Can you confirm my claim reference number and which team is responsible for handling my claim?”
- “What is the next step, and what date should I expect it by?”
- “What information do you need from me right now to avoid delay?”
- “If emergency work is needed to prevent further damage, what is your approval process and what evidence should I keep?”
If you have difficulty getting a clear answer, add:
- “Can you confirm that by email so we’re working from the same plan?”
The first week: appointments and loss adjusters
What’s actually happening behind the scenes
In many property claims, week one is about deciding how the insurer will assess the damage. That can look like:
- An insurer-appointed loss adjuster visiting the property;
- A surveyor or specialist attending (for example for leak detection, engineering input, or fire-related issues);
- A desk assessment using photos, measurements, and contractor evidence (more common for smaller or straightforward losses).
A quick clarification that often reduces confusion:
- A loss adjuster is appointed by the insurer and works for the insurer.
- A loss assessor (if you choose to appoint one) works for you as the policyholder.
If you want the roles clearly explained, link here: [Internal link: Loss Assessor vs Loss Adjuster vs Broker: Who Does What]
What you should know by the end of week one
By the end of week one, you should usually know:
- Whether an inspection is required, and who will do it;
- The intended timeframe for first contact/visit;
- What evidence the insurer wants next (and how to send it);
- Whether any emergency work is approved, and what you must document;
- If the property is uninhabitable, what the process is for temporary accommodation (where your policy provides it).
Northern Ireland reality check
In Northern Ireland, timing can be affected by:
- Storm surges leading to high claim volumes;
- Specialist trade availability (roofing, drying, leak detection, scaffolding);
- Access constraints (for example where repairs cannot start until a cause is confirmed).
Those factors can lengthen timelines, but they should not remove clarity. You should still be able to get a plan.
Questions to ask in week one (scripts)
If nobody has discussed an inspection:
- “Has an adjuster or surveyor been appointed? If yes, when should I expect them to contact me?”
- “If no inspection is planned, can you confirm how you’ll assess the damage and what you need from me?”
If drying or emergency work is involved:
- “Are you approving mitigation and drying costs at this stage, and what documentation do you require?”
- “Do you need to see photos before work starts, and should I keep any damaged items?”
To keep the claim organised:
- “What is the expected date of the next update, and can you confirm the next steps in writing?”
What’s normal vs what isn’t in week one
Normal:
- Some scheduling lag, especially after widespread weather events;
- A clear plan even if the plan includes waiting for appointment availability.
Not normal:
- No owner, no inspection route, no timeline;
- You are repeatedly told “someone will call” with no date and no record.
The following weeks: estimates, scopes and offers
Typical flow after the first inspection
Once an inspection happens (or desk evidence is accepted), most claims move through some version of the following stages:
- Damage assessed and documented.
- Cover and causation direction clarified (what they consider covered, what they need to confirm).
- Scope of works defined (what will be repaired, to what standard, with what materials).
- Costs validated (contractor pricing, insurer benchmarks, specialist reports).
- Settlement route discussed:
- insurer-managed repairs, or
- cash settlement, or
- a combination
This can look slow from the outside because you may only see the output (a request for information, a report, a proposed scope). The key is that each stage should be identifiable.
The most important concept: scope vs estimate
Homeowners often get stuck because everyone talks about “the estimate” when the real issue is the “scope”.
- An estimate is a price.
- A scope is the definition of what work will be done and how.
A good scope is specific. It makes it harder for work to be reduced quietly later and easier to compare like-for-like costs.
What you should see in weeks 2–8 (in plain terms)
Often, you will see:
- Requests for additional evidence (particularly where cause is unclear);
- Specialist involvement (for example leak detection);
- A draft scope or contractor proposal;
- Discussions about repair management versus cash settlement;
- A settlement discussion once scope and costs are stable.
For a more detailed “end-to-end” view of claim settlement timing, see: [Internal link: How Long Does a Home Insurance Claim Take in Northern Ireland]
Questions to ask in weeks 2–8 (scripts)
If things feel vague, use these to force clarity:
- “Can you confirm what stage we are at: cover decision, causation, scope, or costing?”
- “What is the single issue preventing progress right now?”
- “What is the next step, who owns it, and what date should it move by?”
- “Do you have a draft scope, or a summary of what is being included, that you can share in writing?”
- “If you’re waiting on a third party (adjuster/surveyor/contractor), what date will you chase them by?”
What good updates look like
A healthy update usually contains:
- A named stage: “We are awaiting the adjuster report” or “We are finalising scope”;
- A reason: “Specialist report required” or “Drying must complete”;
- A date: “Expected by next Friday; chase on Monday if not received”.
If updates are only “still being looked at” with no specifics, you are right to push for a clearer plan.
What’s reasonable in Northern Ireland and what isn’t
Your claim is usually on track if most of these are true
- You have a claim reference and a consistent contact route;
- The insurer explains the inspection route and why it’s needed;
- Requests for information are specific, not vague;
- Progress happens in identifiable stages (inspection, scope, costing, settlement route);
- Delays come with a reason and an updated plan;
- You can always identify the next step and the date it should move by.
Patterns that usually indicate trouble (early)
Keep this list short and practical:
- You cannot get a clear next step, owner, or date;
- Repeated requests for information you have already supplied, with no explanation;
- Long periods of “still investigating” without any specific evidence request;
- Sudden doubts about cover with no explanation of what is being checked.
If several of those apply, read: [Internal link: Five Signs Your Home Insurance Claim Is in Trouble]
Questions to ask if things stall
When a claim stalls, the aim is to reset the process without escalating emotion. These three questions often do that immediately.
The 3-question reset
- “What is the single issue preventing progress right now?”
- “What is the next step, who owns it, and what date should it happen by?”
- “What do you need from me (if anything) to complete that next step?”
Then add:
- “To avoid crossed wires, can you confirm that by email?”
If you’re being passed around
- “Who is the responsible handler or team for this claim, and what is the best direct contact route?”
- “If the claim is managed by a third party, can you confirm who has authority to make decisions and agree scope?”
If you’re not getting responses
Keep it neutral and time-bound:
- “I’m following up for an update and the next step. If I don’t hear back by [date], what is the correct escalation contact within your claims or complaints team?”
(You don’t need to threaten complaints. You do need to create a clear expectation of response.)
When to consider getting independent help
Most claims do not require professional representation. However, independent help can be rational when the claim has become difficult to manage, or where the financial and practical stakes are high.
You might consider support if:
- The claim is large or complex (fire, flood, major escape of water);
- Scope and costing are disputed or unclear;
- Communication has broken down (no plan, no owner, no dates);
- You are dealing with repeated delays and unclear explanations;
- You’re not confident you have captured the full scope of damage and reinstatement requirements.
Independent help should not be about “picking a fight”. It should be about restoring a clear, evidence-led process and protecting the scope of what needs to be reinstated.
Practical next step if your claim does not match a clear pattern
If your claim isn’t following a clear “next step and date” pattern, you can ask for it to be reviewed.
Request a Free Home Insurance Claim Review
Related: Five Signs Your Claim Is in Trouble
Bonus Tip: If you’re supporting someone else through a claim, you can send them this:
“After you report a claim, the key is not whether it moves fast every week, but whether it moves in clear stages. You should have a claim reference, a clear next step, and a date for that next step. If updates are vague or don’t change, ask: what’s the single issue, what’s the next step, who owns it, and what date should it happen by.”
