Making a claim
Claiming promptly helps us defend your best interests. We’re ready to guide you through the process and offer support where needed.
What you’ll need:
Your policy number helps speed things up
Certain claims require documentation to be attached, but you needn’t worry about that at this stage.
Important claims advice. Please read.
- Do I need to tell the police?
For theft, loss and malicious damage claims, yes. Make a note of the officer’s name, police station and crime reference number.
For low-value thefts and losses, the police often recommend that claimants visit the Report My Loss website, which you can find here.
If you are travelling, you need to report to the local police within 24 hours. If you can’t do this, your insurer will need a detailed explanation of why you couldn’t, as failure to report can mean the claim is unsuccessful.
In the case of a motor incident, the police should be notified if there is a casualty, if someone leaves the scene or appears to be under the influence of substances, or if you just feel that something about the situation isn't quite right.
- Damage claims - what to do
- Make the property safe and secure.
- Take lots of photos from various angles. Mobile video footage is useful too.
- If emergency repairs need to be made, make them. Keep all receipts and invoices.
- To save any confusion and stress later, do not throw away any salvage from the incident.
- Inform Howden quickly, by registering a claim here.
- Obtain a quote for repair costs. Insurers often want two for comparative purposes but let us know if this is a problem.
If the claim is likely to be a larger one, say, over £4000, the insurer will probably want to assess the damage themselves. They will send a loss adjuster
- Motor claims - what to do
It is getting more and more important to protect yourself against motor claims. The rise of ambulance-chasing lawyers can mean enormous claims against you.
To help us defend your interests:
1. Do not admit liability – you will be in shock and it’s not for you to say at this stage.
2. Make a note of who was in the other vehicles: how many people, a brief description and who was sat where.
3. Obtain names and addresses of any witnesses
4. Make a sketch of the scene of the accident, noting down the time and date
5. Take lots of pictures - of the scene and the damage - from various angles if safe to do so. Video footage is can prove invaluable too.
6. Inform the police within 24 hours if someone is injured, if someone leaves the scene or appears to be under the influence of substances, or if something about the situation doesn't feel right.
- Liability claims - what to do
When someone accuses you of being at fault, we want to do all we can to help as soon as we can.
To aid your claims defensibility:
• Do not admit liability or offer payment.
• Always record incidents, in the company’s accident book if appropriate.
• Identify witnesses and take statements from anyone in the area immediately before or after the incident, even if they didn't see it happen.
• Preserve CCTV.
• DO NOT enter into correspondence about the incident – forward anything from the claimant to us unanswered.
If there is an accident on your premises, and someone needs to go to hospital or is off work for more than 3 days as a result, please tell us immediately.
The sooner we know, the better. Every day counts.
- Documentation and evidence requirements
Certain scenarios require a report from a relevant professional, for example, a doctor, airline or vet.
Don't worry, we will let you know what is needed when you report the incident to us. Your policy document will also give you advice about what you will need to provide.
What happens next
1. Tell us what happened here. Start Claim Online.
2. We’ll review the information
3. You’ll hear back from us the next working day
a) Send your claim straight to the insurer
b) Call you to ask further questions
Either way, you’ll hear from us, by email or phone on the next working day after you claim.
After that, insurers usually take around a week to review claims and get back to us.
Most of our claims advisors have worked in claims management for over 10 years, some of them 30 years. Their watchwords are kindness, curiosity and respect.