Making a Claim: What to Record and When — Free Online Session
A free 45-minute session walking through the five stages of an insurance claim, the evidence insurers typically ask for, your rights if you disagree with an assessment, and how to avoid the most common mistakes that delay payment.
About this session
Making a claim is the moment your insurance policy is tested — and most people only go through it once or twice in their lives. That lack of experience is one reason claims go wrong: the wrong things get recorded, notice periods are missed, or documentation is insufficient.
This free 45-minute session gives you a practical walkthrough of the entire claims process, from the moment of loss to settlement. We use real examples across home, motor, and travel claims to illustrate the five key stages covered in our claims guide.
We also cover what to do if your insurer's decision seems wrong — including the independent review options available to you at no cost.
What you will learn
- The five stages of a claim: safety, documentation, notification, assessment, and settlement
- What to photograph and record at the scene — and what most people forget
- How notice periods work and what happens if you miss them
- What an adjuster does and how to prepare for their assessment
- How to challenge a low settlement offer or a refused claim
- Free external dispute resolution: Financial Ombudsman, AFCA, and their equivalents
Session agenda
The three most common reasons a claim is delayed, reduced, or refused — and how each is preventable.
What to do in the first hour. Photography, reports, receipts and witness details — with a checklist you can keep on your phone.
How notice periods work, what to say (and what not to say) in the first call, and how to submit documentation effectively.
What adjusters look for, how they value losses, and how to provide supporting evidence for your valuation.
Accepting or challenging an offer. How complaints and ombudsman referrals work in practice.
Live questions from attendees.
Pre-reading resources
Claims session FAQ
Frequently asked questions
- Insufficient documentation at the point of notification is the most common cause of delay. Insurers need proof of loss, proof of ownership for claimed items, and — for some types of claim — a police report. Taking photographs immediately and keeping receipts digitally removes most of this friction. Our full claims guide lists exactly what to collect at each stage.
- First, ask your insurer for a written explanation citing the specific policy clause they are relying on. If you disagree, raise a formal complaint. If the complaint is not resolved in your favour within eight weeks (in the UK), you can escalate to the Financial Ombudsman Service free of charge. In Australia, the equivalent body is the Australian Financial Complaints Authority (AFCA).
- No. You can challenge the assessment if you believe the valuation is too low. Providing independent valuations, repair quotes from multiple repairers, or purchase receipts can support your position. If you cannot agree, most policies include a dispute resolution process — and external ombudsman services can review the insurer's decision.
- It can. Claiming typically results in a loss of your no-claims discount (where one applies), which raises your renewal premium. For smaller claims, it is worth comparing the claim amount against the expected premium increase over the following years. This is a genuine cost-benefit decision, not a breach of policy — you are fully entitled to claim for any covered loss.