Assurant Solutions ®

Step 1 - Call the Emergency Services (if applicable)

You will need to call the police if you have been the victim of:

• Theft, attempted theft or loss of property.

You will also need to call the police if you have suffered any loss or damage caused by:

• Malicious acts, vandalism, riot, civil commotion, strikes or labour disturbances.

You will be issued with a crime reference or loss report number which your insurer will need to know.

Step 2 - Check if you are covered

• Find your policy schedule and policy booklet. If you cannot find this, you can search for your policy schedule and policy documents through this website.

• Your policy schedule and policy booklet will show you the sections of cover that you have chosen and any endorsements and excesses that may apply.

• If you aren’t sure of the cover you have or you need some help/ call the insurer (you can find the relevant number at the top of this page under Emergency Numbers) or contact us and we will do all we can to assist you.

Step 3 – Report the incident

You will need to contact your insurer’s claims department and the numbers you need can be found under Insurer Claims Numbers at the top of this page.

In order to get your claim processed as quickly as possible, it is important to have as much of the following information available: 

• Your policy number
• The address of the insured property
• Date and time of the incident
• Details of the incident including the cause of the loss or damage
• A crime or loss reference number (if applicable)
• Claims value if known
• Any relevant information to support your claim (such as documents or photographs)

Step 4 – What happens next?

• If your claim is accepted, the insurer will agree what happens next on the initial call and advise you of the next steps.
• The insurer should keep keep in touch by phone to let you know what’s happening at each stage.
• In some instances a specialist may be appointed that will visit you to assess your claim.
• The more complicated a claim is, the longer it may take to complete but again you will be advised of this
• Most insurers have a panel of approved suppliers and you may be offered repair or replacement through these. If you would prefer to use your own contacts and means or receive a cash settlement for replacement goods, this will need to be agreed beforehand.
• It is important to get agreed consent for cost incurred as this may not be paid unless agreed beforehand by the insurer.
• Don’t throw away damaged contents. Store them in a dry place, as you’ll need them to support your claim.
• If you can’t provide full details when requested, insurers may not meet your claim or settlement may be reduced.