The claim process
A clearer path through your property claim
Every claim is different. Our process organizes the facts, documents the damage, and keeps you informed from the first conversation through the next step.
Step by step
What happens, and what you do
A claim moves faster when both sides know their part. Each step below sets out the work we handle and the small number of things we need from you.
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Step 01
Initial conversation
The first conversation is about understanding, not committing. We ask what happened, when, and what has already been said or done, so the next step is based on your situation rather than a general assumption.
What we do
- Listen to what happened and where the claim stands today
- Ask what the insurance company has already communicated
- Explain what a review would involve, with no obligation
What you do
- Describe the damage in your own words
- Say whether a claim has been filed and what stage it is at
- Ask anything you want clarified before going further
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Step 02
Policy & damage review
Before anything is inspected or argued, the policy and the existing file are read. What the coverage says and what the documentation already shows decide where the work actually needs to go.
What we do
- Read the policy, its limits, endorsements and exclusions
- Review any claim file, letters or estimates that already exist
- Identify the gaps that need closer attention
What you do
- Share the policy or declarations page if you have it
- Forward any correspondence you have received
- Tell us about anything you are unsure of
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Step 03
Inspect & document
The inspection turns the property into a record. Conditions are photographed, related damage is looked for rather than assumed, and everything is organized into a file that someone else can follow.
What we do
- Walk the property and photograph conditions and damage
- Look for related damage that is easy to miss
- Assemble the findings and your records into one file
What you do
- Give access to the affected areas
- Point out anything you have already noticed
- Share photographs taken before or right after the loss
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Step 04
Prepare the strategy
With the policy read and the property documented, the two are put side by side. The plan that comes out of that is specific to your claim rather than a standard template.
What we do
- Match what the documentation shows against what the policy covers
- Prepare the scope and estimates that support the claim
- Explain the available options and what each one involves
What you do
- Review the plan and ask about anything unclear
- Confirm how you want to proceed
- Keep us informed of anything new at the property
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Step 05
Communicate & negotiate
From here, most of the claim is correspondence. Requests, responses and submissions are handled and tracked, so you are not the one chasing them.
What we do
- Handle correspondence with the insurance company
- Track requests for information until they are answered
- Send updates on where the claim stands and what comes next
What you do
- Forward anything the insurer sends you directly
- Tell us if your contact details or the property change
- Ask for an update whenever you want one
Each step draws on the work described on the Our Services page.
Before the first conversation
What to have ready
None of this is required to call us. Having it at hand simply means the first review can go further in one sitting.
- Your policy or declarations page
- The claim number, if one exists
- Photographs of the damage
- The date the damage occurred
- Letters or emails from the insurer
- Any estimates you have received
If something is missing, we work with what you have.
Claim review
Let’s bring clarity to your claim.
Share a few details with our team and we will help you understand the next step. If you prefer to talk it through, ask us to call you instead.
Still deciding? The FAQ answers what policyholders ask us first, or you can contact our team directly.
Submitting this form does not create a representation agreement. We contact you to discuss your claim before anything is signed.