Make a claim

What to do if your stored contents are lost or damaged, and how to reach our claims team in Grantham.

  1. Tell us as soon as you can

    Let us know as soon as possible, and no later than 30 days after the incident. Use the Insura app, the enquiry form or email.

  2. Tell us what happened

    Give us full details. If we need a claim form we'll send it and explain how to return it.

  3. Send your evidence

    Photographs, valuations, receipts, invoices or bank statements that show what was lost or damaged and what it was worth.

  4. Report theft or malicious damage to the police

    For theft, attempted theft, riot, civil commotion or malicious damage, report it as soon as possible and get a crime reference number.

While your claim is open

  • Take reasonable steps to reduce or prevent further loss or damage
  • Keep damaged property until we've had the chance to inspect it
  • Don't admit liability or settle with a third party without our written permission
  • Tell us as soon as possible if lost or stolen property is recovered

How claims are settled

Items under 3 years old
May be settled new for old, with satisfactory proof of purchase, ownership and value.
Items 3 years old or more
May be settled at market value, taking account of age, condition and wear and tear.
Business contents
Settled at current market value or cost price, whichever is lower.
Pairs and sets
We pay for the part lost or damaged, not the undamaged matching parts.
Excess
Any excess shown in your schedule may be deducted.
Underinsurance
If your sum insured is less than the full replacement value, the payment may be reduced in proportion.

A summary of the policy wording. The policy wording has the full terms.

Questions about claims