Home Insurance Claims Scotland

Here are the steps homeowners in Scotland need to take when filing a home insurance claim:

Assess the Damage: Before contacting your insurance provider, assess the extent of the damage. This includes determining if it’s safe to remain in the property and identifying the areas affected.

Document the Damage: Take detailed photographs and videos of all damage as soon as possible. It’s important to create a comprehensive record, including dates and descriptions, as this will serve as vital evidence during the claim process.

Contact Your Insurance Provider: Notify your insurer about the damage immediately. Provide them with your policy number and details of the damage. Most policies require timely reporting, so avoid delays in notifying the company.

Review Your Policy: Review the terms and conditions of your insurance policy. Understand what is covered and excluded. Some damage types, like flooding, may require separate flood insurance, so ensure you understand the specifics.

Mitigate Further Damage: Take temporary steps to prevent further damage to your property (e.g., placing tarps over leaks or boarding up windows). However, do not make permanent repairs until an adjuster has inspected the damage.

Work With Your Insurer's Loss Adjuster: Your insurance company will likely send an adjuster to inspect the damage. They will assess the loss for the insurance company and create a report to determine the settlement amount. It’s advisable to have all your documentation ready for review.

Hire a Loss Assessor: To ensure fair treatment and the maximum settlement, homeowners in Scotland often hire independent loss assessors like Oakleafe Claims Scotland. Our professionals work only on your behalf to negotiate with the insurance company loss adjuster to secure the full settlement you are entitled to.

Receive and Review Settlement Offer: Once the adjuster has completed their report, you’ll receive a settlement offer from the insurer. If the offer does not cover the cost of repairs, you can negotiate or dispute the amount with the help of a loss assessor.

Make Repairs: After agreeing on the settlement, you can proceed with the repairs. Ensure you keep all receipts and records of the work done for future follow-up or claims.

Follow-Up: Stay in touch with your insurer to ensure the claim is processed and payments are made promptly. Be prepared for potential delays, but persistence and documentation will help expedite the process.

Following these steps will ensure that your home insurance claim is handled efficiently and you get the appropriate settlement for your property damage​​​.

Based on data, the most common home insurance claims in Scotland mirror those across the broader UK. The primary types of home insurance claims in Scotland include:

1. Water Damage (30% of all claims): This is the leading cause of home insurance claims in Scotland, primarily due to burst pipes and leaks. Cold weather conditions, especially in the winter, contribute to a high incidence of frozen or burst pipes.
2. Accidental Damage: This is among the top three claim types and refers to unintentional damage caused to the home or its contents, such as spills, breaks, or DIY accidents.
3. Theft: Theft of home contents remains a common claim type, especially in urban areas or regions where property security might be compromised.
4. Weather-Related Damage (Storm and Flooding): Claims related to storm damage, including high winds and heavy rainfall, are increasingly common in Scotland due to more frequent extreme weather events. Scotland's geography, particularly in coastal and low-lying areas, makes homes more vulnerable to flooding and storm surges.
5. Subsidence Claims: Although not the most frequent, subsidence claims are notable, with a significant rise in payouts, particularly following hot summers that cause ground shrinkage.

These common claim types reflect both natural factors (like weather and geography) and everyday risks (like accidents and theft) that Scottish homeowners face​.

After filing a home insurance claim in Scotland, homeowners can expect the following process:

1. Claim Acknowledgment: Once you notify your insurance company about the claim, they will typically acknowledge receipt and may provide a claim reference number for tracking. Some insurers may offer an initial response timeframe, such as within 24 to 48 hours.
2. Assigning a Claims Handler: Your insurer will assign a claims handler to your case. This person will be your primary point of contact throughout the process, ensuring that all required documents and evidence are submitted.
3. Damage Assessment: An insurance adjuster (also known as a loss adjuster) will likely visit your property to assess the damage. They will evaluate the extent of the damage, determine the cause, and estimate repair or replacement costs. It is advisable to have all documentation, such as photos, videos, and receipts, ready for this inspection.
4. Loss Assessor (Optional): You may choose to hire an independent loss assessor, like Oakleafe Claims, to represent your interests. They can help ensure that the insurer provides a fair settlement, particularly for larger or more complex claims.
5. Documentation Review: The insurer will require detailed documentation, including photographs, a list of damaged items, repair estimates, and any reports you’ve received (e.g., from a contractor or emergency repair services). Timely submission of these documents can help expedite the claim.
6. Temporary Repairs (If Necessary): If immediate repairs are needed to prevent further damage (such as covering a leaking roof), insurers typically advise homeowners to take temporary measures. Permanent repairs, however, should wait until the adjuster has completed their assessment.
7. Settlement Offer: Based on the adjuster’s assessment and the policy coverage, the insurance company will make a settlement offer. This amount is intended to cover the cost of repairs or replacement of damaged property. If the offer is lower than expected or inadequate, you can negotiate or dispute the amount, often with the help of a loss assessor.
8. Repair and Replacement: Once the settlement is agreed upon, you can begin repairs or replacements. Some insurers may work with approved contractors, or you may choose your own, provided they meet the insurer’s requirements.
9. Payment: Depending on the type of claim and policy, the insurer may pay the settlement directly to you or the contractor handling the repairs. Payment can be in one lump sum or in stages, depending on the work involved.
10. Claim Resolution: After all repairs are completed and documents are finalized, the claim will be officially closed. However, homeowners should retain all records in case of future issues or disputes.
11. Potential Premium Impact: Filing a claim may affect your future insurance premiums. If the claim is substantial or part of a pattern of claims, your premiums may increase upon renewal, although this is not always the case.

Throughout the process, clear communication with your insurance provider and prompt action in providing required documentation will help expedite the claim and ensure that you receive a fair settlement​​​.

Based on data the typical timeline for getting a decision on a home insurance claim in the UK can vary significantly depending on several factors, but generally ranges from a few weeks to several months, or longer.

Read about how long home insurance claims take on our company blog.