Understanding your claim: what happens after you report
A free 60-minute session walking through the full claims lifecycle — from first notification to settlement — including how adjusters assess losses, how to respond to a low offer, and when to escalate to the ombudsman.
What this session covers
Most people have never made an insurance claim. When the moment comes, the process can feel opaque: multiple parties, unclear timescales, and offers that are hard to evaluate. This session gives you a clear map of the process and the practical tools to navigate it confidently.
What to say, what to document, and what not to do in the first 24–48 hours after an event. Links to our home insurance claims guide.
What a loss adjuster actually does, who they work for, and how to respond to their assessment.
How settlement figures are calculated, what actual cash value vs replacement cost means for what you receive, and how to challenge a low offer.
The complaint process, the Financial Ombudsman Service, and when to consider a public adjuster or legal advice.
Open questions on claim situations.
Event details
This session provides general educational information. It does not constitute personal insurance advice and should not be relied on as such. For your specific claim or dispute, consult your insurer, the Financial Ombudsman Service, or a licensed insurance adviser.
Register your place (free)How to prepare
Before the session, read our home insurance claims guide for an overview of the process. If you have an active claim, bring notes on where you are in the process and any correspondence you have received. Review the proof of loss glossary entry for context on the documentation requirements. See also our article on how to complain about your insurer for the escalation pathway.
Claims session FAQ
Frequently asked questions
- Settlement timescales vary significantly by claim type and complexity. Straightforward motor or home claims are often resolved within 2–4 weeks. Complex property claims with significant damage, liability disputes, or professional assessments required can take 3–12 months. The Financial Ombudsman Service (FOS) requires insurers to resolve complaints within 8 weeks before a complainant can escalate. If you have heard nothing after 4 weeks, contact your insurer in writing and ask for a status update and expected timeline.
- Yes. If you disagree with the settlement amount, first request the insurer's detailed rationale in writing — ask specifically how they calculated the figure. If they used an adjuster's valuation, ask for a copy of the report. You can then commission your own independent assessment and submit it as a counter-argument. If the dispute cannot be resolved directly, you have the right to refer it to the Financial Ombudsman Service free of charge. See our guide to complaining about your insurer for the process.
- A staff adjuster works directly for the insurance company and handles claims on their behalf. An independent (or loss) adjuster is a third-party professional hired by the insurer to assess a specific claim — they may be more objective than a staff adjuster but are still instructed and paid by the insurer. A public adjuster is hired by and represents the policyholder. In the UK, public adjusters are uncommon but exist; in the US they are more widely used for large property claims. See the adjuster glossary entry for more.