Guide on How to Document Damage For Insurance Claims
How to document property damage for an insurance claim using photographs, videos, inventories, reports, invoices and communication records that can help establish what happened.
Michael Williamson & Claim Guardians UK Podcast Announcement
Insurance Claims Advice Podcast with Claire Massey
Update: The podcast with Michael Williamson and Claire Massey has now been recorded and published.
Michael Williamson of Independent Loss Adjusters joined Claire Massey, founder of Claim Guardians UK, for a discussion about property insurance claims and some of the practical difficulties policyholders can encounter during the claims process.
The conversation covers claim communication, disputed decisions, repair proposals, policy wording and practical steps that can help policyholders understand what is happening during an insurance claim.
You can find the completed episode through the ILA Podcast hub.
About the Hosts
Michael Williamson: Michael is Executive Director of Independent Loss Adjusters and has extensive experience in insurance claims, loss adjusting and claims investigation. He also brings personal experience of dealing with a significant property insurance claim.
Claire Massey: Claire is the founder of Claim Guardians UK, a consumer community created to support people dealing with difficult home insurance claims. Her perspective is informed by her own experience of a prolonged property insurance claim and by the experiences shared within the community.
The podcast brings those different perspectives together: professional claims experience from ILA and consumer experience from Claim Guardians UK.
What the Podcast Covered
Michael and Claire discussed a range of practical issues that can arise during property insurance claims, including:
- Claim-handling concerns: What to do when communication, progress or the insurer’s position is difficult to understand.
- Rejected or disputed claims: Understanding the reason given by the insurer and identifying whether further evidence or clarification may be appropriate.
- Repair scopes and settlement proposals: Why it is important to understand what work has been included and how a proposed settlement has been calculated.
- Policy wording and conditions: Identifying the terms that may be relevant to the circumstances of the claim.
- Information and evidence: Keeping accurate records and providing relevant information as the claim progresses.
- Communicating with insurers: Recording important correspondence, asking clear questions and following up where necessary.
- Complaints and claims-handling rules: Understanding that insurers themselves have regulatory obligations when handling claims.
FCA rules require insurers to handle claims promptly and fairly, provide reasonable guidance to policyholders, provide appropriate progress information, not unreasonably reject claims and settle promptly once settlement terms are agreed.
Not every disagreement means that an insurer has acted improperly. The policy wording, evidence and circumstances still determine the position in each individual claim.
If you need personalised advice about which insurance product or level of cover to buy, that advice should come from your insurer or an appropriately authorised insurance broker rather than from a general podcast discussion.
The Podcast Is Now Available
The podcast has now been recorded and published, so the original invitation to submit questions has closed.
Michael Williamson and Claire Massey discuss practical issues that can arise during property insurance claims, drawing on professional claims experience and consumer experiences shared through Claim Guardians UK.
You can find this episode and the wider series through the ILA Podcast hub.
Need Help With an Existing Property Insurance Claim?
If you are dealing with an existing property insurance claim and are unsure about the insurer’s position, repair scope, evidence or proposed settlement, Independent Loss Adjusters can provide free initial insurance claim advice.
If ILA is appointed, depending on the claim we can review relevant policy wording and evidence, help organise claim information, communicate with the insurer and review proposed repair scopes or settlements.
Professional claim support does not guarantee that a claim will be accepted, resolved within a particular timescale or result in a higher settlement. The outcome will depend on the policy wording, evidence and circumstances.
Our Insurance Claims Management page explains our service, scope and applicable fees.
For free initial insurance claim advice, call 0800 002 5178 or request a callback.
Customer Testimonials
Feedback From Clients Who Needed Claim Support
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.
“All dealings with ILA were fantastic, timely, compassionate and steadfast in fighting for your rights, above those of the Insurance Companies. I dread to think how badly the outcome could have been had I stuck with the insurance companies own Loss Adjuster.”
“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!”
“Chris took a genuine interest in our case and verified all the facts before successfully overturning the insurer’s rejection. Chris continued on our behalf and ultimately successfully managed to recoup both our repair costs and consequential losses.”
“ILA have been fantastic throughout this process. I would highly recommend them.”
“Michael will do the job to the end he is a professional in his work. Thanks to his team all my problems were solved.”
“From the very beginning, they demonstrated exceptional professionalism, in-depth industry knowledge, and genuine care for my situation. Their attention to detail and persistence resulted in a settlement that was both fair and far more comprehensive than I could have achieved alone.”
These testimonials describe individual clients’ experiences. Outcomes depend on the policy wording, evidence and circumstances of each claim.
Boiler Is Leaking Water? Expert UK Homeowner Guide
Causes, warning signs and safe first steps for a leaking boiler, plus when to call a qualified engineer and how resulting water damage may affect insurance.
Podcast: Navigating Insurance Claims With Michael Williamson and Claire Massey
Michael Williamson and Claire Massey discuss insurance claim delays, repair proposals, communication and settlement concerns, with practical points to help policyholders ask better questions.
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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