Last updated: 02 November 2025

FAQ

Quick, human answers to questions homeowners ask during claims. If you don’t see your question here, contact your insurer and take notes — then check our detailed guides for next steps.

Do I need to use the insurer’s contractors?

No. Many policies offer a cash settlement alternative. Ask if the figure includes VAT and waste removal.

Will a claim affect my premium?

Often, yes, at renewal — especially for repeated claims. It depends on your insurer and market conditions.

Why is my excess higher for water damage?

Escape-of-water excesses are sometimes set higher due to the frequency and cost of these claims.

How long should drying take?

Anywhere from a few days to several weeks depending on materials and ventilation. Painting too soon risks bubbling.

Can I claim for matching items?

Some policies include matching-items cover; others don’t. Check your wording and endorsements.

Is damp covered?

Usually not when it’s gradual. Sudden, accidental escapes of water are more likely to be covered.

What if I disagree with a decision?

Use the complaints process and escalate to the Financial Ombudsman Service if needed.