Home Insurance Claims Walkthrough: From First Call to Final Settlement
A step-by-step online session walking through the home insurance claims process — what to do immediately after a loss, how loss adjusters work, what a settlement offer means, and how to challenge a decision you disagree with.
About this session
Most people have never made a home insurance claim — and when they do, the process is unfamiliar and often stressful. This session provides a practical walkthrough of every stage, from the immediate aftermath of a loss to final settlement. It is scenario-driven and covers the points where things most commonly go wrong.
Session agenda
| Time | Item |
|---|---|
| 18:00 | Welcome and session overview |
| 18:05 | Immediate steps after a loss — what to do and what not to do in the first 24 hours |
| 18:20 | Notifying your insurer — what information they need and why timing matters |
| 18:35 | How loss adjusters work — their role, who they work for, and how to work with them |
| 18:55 | Understanding the settlement offer — reinstatement vs cash, betterment deductions, excess |
| 19:10 | Challenging a low offer or declined claim — the complaints process and the ombudsman route |
| 19:20 | Live Q&A |
| 19:30 | Close |
Event FAQ
Frequently asked questions
- Yes. The process described applies to both buildings and contents claims. The session covers structural damage (fire, flood, subsidence) and contents loss (theft, accidental damage, water damage) in separate sections, noting where the process differs. Pre-reading: our making a home insurance claim guide.
- A loss adjuster is appointed by the insurer to investigate and quantify the claim. They work for the insurer, not for you — though they are professionally obligated to act fairly. For large or complex claims, policyholders can appoint their own loss assessor (sometimes called a public adjuster) who advocates on their behalf. The session covers how to work constructively with the insurer's adjuster and when it may be worth engaging your own. See adjuster for background.
- Yes. Registration is free and a recording is sent to all registered attendees within 48 hours.
- Yes. The complaints and escalation section covers what to do when a claim is declined, including reviewing the insurer's reasoning, submitting additional evidence, using the formal complaints procedure, and escalating to the Financial Ombudsman Service if the internal process fails. See our article on how to complain about your insurer.