Disputes over cover
If the insurer questions whether the loss is covered, the claim can stall until it's resolved.
Advice centre
How long does an insurance claim take?
There's no set timescale, but knowing the stages helps you plan, and spot when a claim is stalling.
The short answer
It depends on the claim
Every claim is different. In our experience, a straightforward, non-contentious claim generally takes between four and six weeks to settle.
Larger claims take longer. A serious fire or flood can involve drying, specialist reports and rebuilding, and a business interruption claim may run for as long as the business takes to recover.
We don't get paid until you do, so we progress every claim as quickly and forcefully as we can.
What slows a claim down
Drying out
After water damage, repairs shouldn't start until the building is dry, which can take weeks.
Missing information
Gaps in evidence, photos or proof of ownership lead to back-and-forth.
Underinsurance
Disagreements over the sum insured can hold up a settlement.
Specialist reports
Structural, electrical or forensic reports add time, but are sometimes essential.
Contractor availability
After widespread floods or storms, trades and materials can be in short supply.
Step by step
The stages of a property claim
Most home and business claims follow the same broad path.
- Report the claimTell your insurer as soon as you can, and make the property safe.
- Emergency worksSecuring the building, stopping further damage and arranging alternative accommodation if needed.
- InvestigationThe insurer may appoint a loss adjuster to visit and look into the cause of the loss.
- Liability decisionThe insurer confirms whether the claim is covered under the policy.
- Scope and costsThe damage is measured, drying is monitored and repair costs and contents losses are calculated.
- Negotiation and settlementThe claim is agreed and paid, either in stages or in full, and the repairs are completed.
How to keep your claim moving
Report the claim promptly, keep a record of every call and email, and send information as soon as it's asked for.
Take photos and videos of all the damage before anything is cleared away, and keep damaged items until your insurer agrees they can go.
If you're out of pocket while the claim is ongoing, ask whether an interim payment is possible.
Appoint a loss assessor early. We'll have everything in place, ready for the moment liability is accepted.
FAQs
See all FAQs
Common questions
How long does a home insurance claim take?
A straightforward, non-contentious claim generally takes between four and six weeks to settle. Larger or disputed claims, such as a major fire or flood, can take considerably longer.
Why is my insurance claim taking so long?
Common causes include disputes over cover, drying out after water damage, missing information and waiting for specialist reports. If your claim has stalled, we can help.
Can I get an interim payment?
On larger claims, insurers can sometimes make interim payments once liability is accepted, so you're not left out of pocket. It's worth asking.
Does a loss assessor make a claim take longer?
No. Our aim is to settle your claim as quickly as possible. We don't get paid until you do, so we have every reason to keep it moving.
Keep reading
All guides
More from our advice centre
Alternative accommodation after a fire or floodWhat your policy may pay for if you can't live at home, and how to make sure it's arranged properly.
How much does a loss assessor cost?How loss assessor fees work, what no win, no fee means and when it's worth appointing one.
Questions your loss adjuster may askWhat a loss adjuster will ask you, why they ask it and how to answer.
Need help with your claim?
Speak to an experienced loss assessor for free, no-obligation advice. No win, no fee.
Lines open Monday to Friday, 9am to 5pm.