Exercitation ullamco laboris nis aliquip sed conseqrure dolorn repreh deris ptate velit ecepteur duis.
Exercitation ullamco laboris nis aliquip sed conseqrure dolorn repreh deris ptate velit ecepteur duis.
Error: Contact form not found.
The most stressful time for homeowners is when a claim needs to be made. Depending on the severity of the claim, your clients will need reassurance and a calm figure, (That’s you!), to guide them through the process.
There are different actions you can take to ensure your clients’ experience is smooth and hassle-free, finding them the assistance they need from their insurer.
Not every policyholder will have a full understanding of home insurance and the different features within their policy.
It’s essential to run through your client’s policy with them before they renew their policy.
Check-in at policy renewal and ask your client whether they’ve experienced any life changes such as wedding engagements or childbirth.
Not only does this prepare your client adequately for what may come their way, but this also keeps your client from being under or over-insured before renewing their policy for another year.
Have you got the relevant contact details ready? Your client may need to be pointed in the right direction as soon as possible due to the time sensitivity of most home insurance claims.
Tip: If you haven’t already done so, notify your clients about insurer 24-hour emergency helplines. A lot of providers will have one for immediate assistance and advice.
If the property is considered uninhabitable, temporary living measures may need to be made.
A hotel is usually the standard choice for the insurer, which may be covered by the home insurance policy depending on the claim.
Always liaise with your client and their insurer first, keeping an open line of dialogue. This communication will be crucial in providing the best solution.
In the event of a claim, evidence is crucial. The more, the better!
Photographs and videos with well-documented descriptions can help insurers decide on the numbers needed to replace the items lost, damaged or destroyed.
If a crime has been committed, like theft, then a police report will need to be filed in order to follow the correct processes.
Unless there is an immediate risk to your client’s health, all evidence should be kept so the insurer has the most information possible to determine the best course of action.
If a claim is denied, it’s understandable your client might be frustrated and confused.
It’s important to remain calm and empathetic towards your client, offering your assistance. Assistance can come in the form of providing insurer details, an explanation of the claims process and why the claim has been denied. Remain patient and mindful of the stress your client may be experiencing.
Common reasons for claim denial include:
This can be down to underinsurance or something that isn’t covered by your insurer. For example, Accidental Damage may only be covered up to a certain amount, which can leave your client underinsured. Remind your client they may need to add AD on as additional cover.
Accidental Damage cover is a useful add-on for your client to possess, available in two forms – buildings cover, and contents cover. Every policy is different, so remember to run through the details with your client.
General wear and tear doesn’t fall under insurers’ guidelines for making claims and as such won’t cover your clients.
Clients incorrectly informing their insurer of certain details such as having a tenant or undergoing building work can invalidate a claim. Withholding this information, whether intentionally or not, can see a claim denied.
If an insurer believes a claim is being exaggerated or a policyholder is displaying fraudulent activity, they may deny the claim.
You can always advise your client to visit their ePortal to find their claims numbers, or alternatively you can find them on our ‘Claims Numbers’ page. If you need further assistance, feel free to contact us.