The Insurance Claims Process: A Complete Guide For Property Owners
A step-by-step overview of the property insurance claims process, explaining what typically happens after damage, which information may be needed and where complications can arise.
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Guide To House Insurance For First-Time Buyers!
What New Homeowners Must Know About Cover, Cost, and Claims.
Written by Darren Carter. Last Updated on October 12, 2026
First Time Home Buyers Insurance: A UK Guide for New Buyers.
So, you’ve just got the keys – or you’re neck-deep in mortgage paperwork – and someone’s mentioned “first time homeowners insurance”. You’re wondering: What does it cover? Do I really need it? And how do I avoid costly mistakes?
At Independent Loss Adjusters, we help homeowners understand property insurance claims, policy wording and what can happen when cover is tested. This guide is for first-time buyers in the UK property market who want plain answers, practical guidance and less jargon.
Do First Time Home Buyers in the UK Need Home Insurance?
Home insurance itself is not generally a legal requirement. However, if you are buying with a mortgage, your lender will normally require buildings insurance as a condition of the mortgage. Contents insurance is usually optional.
Even without a mortgage requirement, buildings insurance can protect you against potentially significant repair or rebuilding costs after an insured event. Before buying a policy, check the cover, exclusions, excesses and limits carefully. If anything is unclear, ask the insurer or your insurance broker before you proceed.
How Much Cover Should First-Time Buyers Have?
Here’s a useful starting point:
- Buildings: Where you need to specify a buildings sum insured, base it on an appropriate rebuild cost rather than the property’s market value. A professional Rebuild Cost Assessment may be useful where the figure is uncertain. Exactum, for example, is a RICS-regulated firm providing rebuild cost assessments.
- Contents: Consider how much it would cost to replace your belongings. Work through the property room by room and remember higher-value items that may have individual policy limits.
If the relevant sum insured is too low, you may be underinsured. Depending on the policy wording and circumstances, this can affect how a claim is settled. Our guide to the Average Clause and underinsurance explains how a proportional reduction may operate.
What’s Actually Covered in UK Home Insurance?
There are two main types:
Buildings Insurance
Covers the structure of your home – walls, roof, floors, windows, and often permanent fixtures like fitted kitchens and bathrooms. Basically, if your house burned down (worst-case scenario), this helps pay to rebuild it.
Contents Insurance
Think of everything you’d pack into a moving van: sofas, clothes, gadgets, bikes, and even the kettle. Contents cover protects these items from risks like theft, fire, flood, or accidental damage (depending on the level of cover you choose).
Combined Insurance
Many insurers offer buildings and contents cover within the same policy. This can be convenient, but do not assume a combined policy will always provide the best price or cover. Compare the limits, excesses and exclusions, and read the policy documents before you buy.
Is Cheap Home Insurance Really Worth It?
When you are buying your first home, price matters. However, the cheapest home insurance quote is not automatically the best choice for your circumstances.
Policies can differ in their excesses, limits, exclusions and optional cover. Therefore, compare the cover as well as the premium.
Useful questions include:
- What risks and types of damage does the policy cover?
- What exclusions and excesses apply?
- Are the buildings and contents limits appropriate?
- Is accidental damage included or optional?
- What alternative accommodation cover is provided?
- Are valuable items subject to separate limits?
The aim is to choose cover that suits your property and circumstances rather than judging the policy on price alone.
Common Home Insurance Mistakes to Avoid
- Choosing on price alone
Compare the cover, excesses, limits and exclusions as well as the premium. A cheaper policy is not automatically worse, but it may provide different cover. - Assuming every type of damage is covered
Standard home insurance commonly covers risks such as fire, storm, flood and subsidence, but terms and excesses vary. Accidental damage is often optional, so check the policy rather than assuming it is included. - Not telling the insurer about relevant changes
Extensions, major renovations, changes in occupancy or certain types of business use may affect the insurance. Check what your policy requires you to disclose and contact the insurer if you are unsure.
Optional Extras UK First-Time Buyers Often Overlook
- Accidental damage cover – May provide additional protection for sudden accidental damage that standard cover does not include.
- Legal expenses cover – May contribute towards legal costs for specified disputes, subject to the policy terms.
- Home emergency cover – May provide assistance with specified household emergencies such as boiler problems or plumbing failures.
- Personal possessions or bicycle cover – May extend protection for belongings taken away from the home or for higher-value bicycles.
People Also Ask…
Do I need home insurance before I exchange contracts?
If you are buying in England or Wales, buildings insurance should normally be arranged by exchange of contracts. Your mortgage lender may also require this. The purchasing process differs in Scotland and Northern Ireland, so follow the advice of your solicitor or conveyancer and the requirements of your lender.
Can I change insurance providers later?
Absolutely. You can switch at renewal or cancel mid-term (though check for cancellation fees). Just avoid a gap in cover.
Is accidental damage worth it?
It depends on your circumstances, the additional premium and what the policy covers. Accidental damage can be useful if you want protection against specified everyday accidents, but compare the exclusions, excess and cover limits before adding it.
What if I live in a flat?
If you own a leasehold flat, buildings insurance is often arranged by the freeholder or management company. You may just need contents cover unless stated otherwise.
Tips to Save Money Without Skimping on Cover
Price is important, but compare policies on a like-for-like basis so that a lower premium does not hide a material difference in cover.
- Review the excess: Choosing a higher voluntary excess may reduce the premium, but make sure you could afford the total excess if you need to claim.
- Check security requirements: Locks, alarms and other security measures may affect the premium or policy terms. Tell the insurer what you have rather than assuming a particular device will reduce the price.
- Use a realistic contents value: Include what it would reasonably cost to replace your belongings without deliberately overstating or understating the figure.
- Compare annual and monthly payment costs: Paying monthly can sometimes cost more overall, so compare the total amount payable.
- Compare combined and separate policies: Buildings and contents cover can be bought together or separately. Check which option provides suitable cover at an appropriate total cost.
Annual Check: When to Review or Switch Your Policy
Review your home insurance at renewal and after significant changes to the property or your circumstances.
Check:
- Whether the buildings sum insured or rebuild cost still reflects the property
- Whether your contents value has changed
- Whether extensions, renovations or other alterations need to be declared
- Whether changes in occupancy or use of the property affect the policy
- Whether your excesses and optional cover still suit your needs
- Whether alternative policies offer suitable cover when compared on a like-for-like basis
Why Speak to an Independent Loss Adjuster?
Many homeowners first encounter a loss adjuster after making a property insurance claim. A loss adjuster appointed by the insurer works within the insurer’s claims process and reports according to that appointment. They are not appointed to represent the policyholder.
Independent Loss Adjusters can instead be appointed by the policyholder. When ILA is appointed, we work for the policyholder rather than the insurer. Depending on the claim, we can review the evidence, policy wording, damage and proposed settlement and communicate with the insurer on the policyholder’s behalf.
Our guide to what “independent” means in an insurance claim explains the distinction in more detail.
Final Thoughts: Peace of Mind Is Priceless
There is a lot to consider when buying your first home in the UK, including legal work, surveys, mortgage arrangements and insurance. Home insurance may feel like another item on the checklist, but it is worth understanding the cover before you buy.
Check the buildings and contents limits, excesses, exclusions and any optional cover that matters to you. If anything is unclear, ask the insurer or your insurance broker before the policy starts.
If you later need to make a property insurance claim, Independent Loss Adjusters can provide free initial claim advice. We can discuss the claim position and explain whether policyholder-side claims support may be appropriate.
Darren Carter
Head of Marketing & Technology, Independent Loss Adjusters
Posted by Darren - Over 15 years' experience in online marketing within the insurance claims sector and works with ILA's loss adjusters and claims professionals to turn practical claims knowledge into clear, useful guidance for policyholders.
Customer Testimonials
What Our Clients Say After Working With ILA
When your property claim feels uncertain, it can help to hear from people who have already been through the process. These testimonials show how Independent Loss Adjusters has helped clients deal with insurers, evidence, delays, settlement concerns and the practical steps needed to move a claim forward.
“After having a claim rejected for a fallen tree on our house, I had given up all hope of getting anywhere! However, Chris was extremely helpful in fighting this for us and taking to the Financial Ombudsman to get it overturned and payment made.”
“Glenn took the time to understand the extreme toll this situation was taking on my family and provided clear, honest and highly effective tactical guidance at every single step. Sue Young was equally exceptional, ensuring seamless communication and keeping the momentum going.”
“I received excellent and speedy advice from Michael at ILA - I was hesitant to call in but feel so much better that I did, highly recommend!”
“From the first call they just knew what they were doing. They were easy to talk to, always kept me updated and nothing ever felt like too much trouble.”
“Thoroughly investigated my issues with my insurers and loss adjusters. Took all the pressure off, kept us informed on every step along the way. Suggested corrections to the loss adjusters, which were accepted, and finally achieved a settlement figure almost twice the amount originally offered.”
These testimonials describe individual clients’ experiences. Outcomes depend on the policy wording, evidence and circumstances of each claim.
More Insurance Advice From Our Experts
Do I Need Home Insurance if I Own My House Outright?
Whether mortgage-free homeowners need home insurance, the risks of going without cover and the buildings, contents and leasehold considerations worth checking before cancelling a policy.
The Hidden Costs of Property Damage That You Should Be Aware Of
Property damage can create costs beyond repairs, including temporary accommodation, storage, drying, loss of rent and business interruption where the policy may provide cover.
Is Your Insurance Claim Becoming Difficult?
Claim rejected, delayed, under investigation or offered a settlement you’re unsure about? Our guide covers what to check next, underinsurance and help with an existing claim.
Explore Common Claim Problems
Loss Adjuster Support
Understand the difference between insurer-appointed and independent loss adjusters, what each role involves and when independent claim support may be appropriate.
Loss Adjuster Guides
Guidance on Making a Claim
Practical guidance on preparing, documenting and progressing an insurance claim, including what to do when questions, delays or disputes arise.
Making a Claim Guides
Insurance Terminology
Clear explanations of common insurance terms, policy wording and claims terminology to help you understand correspondence, decisions and the claims process.
Insurance Terminology GuidesCLEAR, PROFESSIONAL CLAIM SUPPORT
Why Policyholders Speak to ILA
A difficult claim often involves policy wording, technical evidence, repair costs and several parties. Our Loss Adjusters help policyholders understand the position and approach the next step with clearer information.
Policyholder-Focused
ILA is appointed by homeowners, landlords and businesses, not by the insurer handling their claim.
Experienced Claims Team
Our team brings experience across insurance claims, loss adjusting, damage assessment and settlement review.
Evidence-Led Guidance
We review the policy, correspondence and available evidence before explaining what appears clear and what may need further work.
FCA Authorised
Our regulated status supports clear information, appropriate conduct and fair treatment throughout the customer journey.
Independent Loss Adjusters Ltd is authorised and regulated by the Financial Conduct Authority for insurance distribution activities.
Need Clearer Direction on Your Claim?
Tell us what has happened and where the claim currently stands. We will review the initial information and explain whether ILA may be able to help.
Every claim depends on its individual circumstances, supporting evidence and policy wording. No particular outcome can be guaranteed.
PROPERTY DAMAGE CLAIMS
Help with Property Damage Claims
Different types of damage bring different questions about evidence, repairs and cover. Choose the claim type below to see how ILA may be able to help.
Flood Damage Claims
We can help assess water damage, organise the evidence and present the claim under your policy.
Flood Damage Claim Help
Fire Damage Claims
We review the damage, repair scope and reinstatement costs to help you understand the claim position.
Fire Damage Claim Help
Business Interruption Claims
We assess the interruption, financial records and policy position when insured damage affects trading.
Business Interruption Help
Malicious Damage Claims
We review the damage, circumstances and evidence after vandalism or deliberate damage.
Malicious Damage Claim Help
Impact Damage Claims
We can assess collision or impact damage and review the repair evidence and settlement position.
Impact damage claim help
Theft Insurance Claims
We help organise supporting evidence and review the claim position after burglary or theft.
Theft Claim HelpRequest Free Initial Insurance Claim Advice
Tell us what happened and where your claim stands. The initial conversation is free and without obligation. We’ll ask a few questions and explain whether ILA may be able to help. You can call us or complete the form; we’ll contact you using the details you provide.
If you choose ongoing support, we’ll explain the service and fee before work begins. Our general fee is 10% plus VAT of the overall settlement. Where you appoint ILA’s recommended contractors for the agreed reinstatement works, our fee is generally covered through that contractor route. The position depends on your claim and the proposed work.
What Happens After You Request a Callback?
When we speak, we’ll ask a few initial questions about the damage, your insurance policy and the current position of your claim.
You don’t need to have every document ready. The first conversation is simply to understand what has happened and whether we may be able to help.
If you’d prefer to speak to us directly, call 0800 002 5178.
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