A Step-by-Step Guide to Getting Help With an Insurance Claim (UK)

If you are struggling with an insurance claim, it can be difficult to know where to turn or what help is appropriate at each stage of the process. Many policyholders feel overwhelmed by delays, unclear decisions, or complex policy wording.

This guide explains, in plain English, the typical steps involved in getting help with an insurance claim in the UK.

Step 1: Understand the Current Status of Your Claim

Before seeking help, it is important to understand whether your claim is still being assessed, has been delayed, partially settled, or declined. Review all correspondence from the insurer carefully.

Step 2: Review Your Policy Documents

Check the policy wording the insurer is relying on. Pay attention to exclusions, conditions, and definitions that may affect how the claim is assessed.

Step 3: Gather Relevant Evidence

Ensure you have copies of all correspondence, reports, photographs, invoices, and assessments connected to your claim. Clear records are essential if questions arise.

Step 4: Ask for Clarification

If the insurer’s position is unclear, you may ask them to explain their reasoning in more detail. Clear explanations are important before considering escalation.

Step 5: Consider the Complaints Process

If you disagree with how your claim has been handled, you may be able to raise a formal complaint with the insurer. This is often a required step before any external escalation.

Important Note

This guide provides general information only. It does not provide regulated insurance advice, does not handle claims, and does not act on behalf of policyholders.

Getting Further Guidance

If you are unsure what your insurer’s position means or what options may be available, Claim Guardians provides information and guidance to help you understand your situation.