Insurance Claims Consultants For North East England

Yes, absolutely. It’s never too late to bring us in, right up until the point you accept a settlement. Whatever stage your claim has reached, we can step in and assist.

If you’ve only just reported the claim
Perfect timing. Reporting the loss to your insurer is simply the first formal step. Nothing has been assessed or decided yet. We take over from here: all the meetings, the paperwork and the negotiation now come to us instead of you. Obviously, we most certainly keep you informed throughout.

If your claim is already underway
We can take over a claim at any stage. Once you appoint us, we tell your insurer that we now act on your behalf and from that point they deal with us, not you. We review everything that’s happened so far, make sure nothing has been missed or under valued, and manage the claim through to settlement.

If you’ve been made an offer
Don’t accept it before speaking to us. An insurer’s first offer is not always the full amount your policy entitles you to, and once you accept a settlement it is usually final. We can review any offer against your policy, for free, before you sign anything.

Why is earlier better?
The one thing we’d gently say: the earlier we’re involved, the more we can do. What you say to your insurer in the first days can shape the whole claim, and it’s easy to innocently say something that gets taken the wrong way. So ideally, call us before your insurer, but if you already have, don’t worry. Nothing about that stops us helping you, and it costs nothing to talk to us.

If your home is uninhabitable after a fire, flood or other disaster, your first thoughts are for your family, and for most of us, that includes our pets.

The good news is that this is something we deal with actively on our clients’ claims:

• Alternative accommodation. Many policies provide for alternative accommodation while your home is repaired. Where pets are part of your household, we make that clear from the outset and push for pet-friendly accommodation wherever possible, so your family stays together.
• Kennel and cattery costs. Where pet-friendly accommodation genuinely isn’t possible, some policies can cover boarding costs as part of your additional living expenses. It’s the kind of entitlement that’s easily missed, we check your policy and, where cover exists, we make sure it’s claimed.
• Pets in the recovery plan. From the emergency response through to the day you move back in, your pets are factored into the plan, they are not treated as an afterthought.

Every policy is different, and what’s covered depends on your specific wording, that’s one of the first things we review for you. But whatever your policy says, you’ll never have to explain to us why your pets matter.

We understand this one personally: our group’s much-loved mascot, Winston the Cavapoo, is a fully fledged member of the M&D family. Pets are family and we treat them that way.

No hidden costs, everything is agreed with you in writing before we begin, and we’ll always explain exactly how our fee works for your specific situation.

For clarity, here’s the complete picture of what you may pay:

Our fee: nothing if our group’s contractors carry out the repair works (they pay our fee); typically 10% of the settlement plus VAT if you use your own contractors. No Win No Fee applies either way.

Your insurance excess: this is set by your insurance policy, not by us, and applies to any claim however it’s handled. If our contractors carry out the works, we currently contribute up to £1,000 towards it through our Excess Contribution Voucher (terms apply).

Anything else: Nothing. There are no administration fees, no upfront payments and there are no other charges unless we have agreed something with you first.

A good managing agent is worth their weight in gold, and in fact, many of the best agents we know are the ones who introduce their landlords to us the moment something goes wrong. Here’s why:

Property management and claims management are different professions

Your agent is an expert in managing your property: tenants, maintenance, compliance, rent.

An insurance claim is a different discipline altogether, it’s a legal and financial negotiation governed by the precise wording of your policy, conducted with an insurer and their loss adjuster.

It’s what we do all day, every day. In fact, assisting clients with insurance claims is a regulated activity: to do it, a firm must be authorised by the Financial Conduct Authority. M&D Claims Consultants Ltd, trading as Imperial Claims Consultants, is authorised and regulated by the Financial Conduct Authority (FRN 1011508).

Experience of a few claims isn’t the same as expertise

Even an agent who has handled some claims will typically see a handful in a career. We’ve handled countless over many years. That depth matters most when things get difficult: when cover is questioned, when an offer comes in low, when the loss adjuster starts probing. Knowing your policy’s small print, and the rules insurers must follow, is often the difference between a partial settlement and a full one.

Your agent stays involved — this isn’t either/or

When we manage your claim, we work alongside your agent, not instead of them. They carry on doing what they do brilliantly, looking after your property and tenants, while we carry the claim. Most agents are delighted: it takes a stressful, time consuming specialist task off their desk, and their landlord gets an expert result.

And it needn’t cost you anything
Our No Win No Fee service means that in most cases, using a specialist costs you nothing extra, see “What will it cost me?” for exactly how that works.

So by all means, keep your agent close, and put a specialist in your corner too. The strongest recovery team is your agent looking after your property, and your own loss assessor looking after your claim.

From Disaster to Recovery. We’ve got you.

Successful insurance claims are based on process. Following the right process increases your chance of making a successful claim dramatically – and the process starts as soon as you talk to your insurance company.

A typical claims process would be:

1. In cases involving criminal activity (such as theft or malicious damage), you should call the police to report the incident and obtain a Crime Reference Number.

2. Call Imperial Claims Consultants and instruct us to act on your behalf.

3. We visit the scene of the loss with you and/or your agent.

4. We go through your insurance policy thoroughly.

5. We help you to prepare a schedule of the loss.

6. We liaise with you to obtain estimates to repair or replace and reinstate the loss.

7. We hold meetings with your insurance company’s loss adjuster and negotiate on your behalf.

8. You get your settlement from your insurance company and if this is the case we would charge a percentage of the settlement, which we would have agreed at the start.

9. We will only charge you in line with the fees as listed here: https://www.imperialclaims.uk/our-fees-no-win-no-fee/

No. The insurers typically employ loss adjusters to look after their own interests and manage the insurance claim and it is perfectly acceptable to them if you choose to employ someone to act on your behalf.

Hiring a loss assessor should not prejudice your claim or negatively impact how your insurer treats you.

However, your insurer will likely advise that they will not cover an assessor’s costs, this is standard and ensures that the assessor is completely focused on getting the best outcomes for you, the insured.

Your insurer may also specify that any loss assessor you engage is regulated by the Financial Conduct Authority.

Even if your insurer does not suggest it, we believe this is a critical requirement of any loss assessor and we confirm M&D Claims Consultants Ltd, trading as Imperial Claims Consultants, is authorised and regulated by the Financial Conduct Authority (FRN 1011508).

Most loss assessors do one thing: negotiate your claim. Once a settlement is agreed, you’re handed back the hardest part — finding cleaners, finding builders, and project-managing your own recovery.

We’re built differently. Imperial Claims Consultants is part of the M&D Recovery Group – three companies at the heart of a wider network of vetted contractors:

We Lead. Imperial Claims Consultants manages your insurance claim from first call to final settlement — the negotiation, the paperwork, the loss adjuster — so you don’t have to.

We Rescue. M&D Specialist Cleaning Services, our sister company, provides the emergency response: making your property safe, removing water, treating fire and smoke damage, and recovering your contents.

We Restore. M&D Building & Construction, also part of our group, carries out the repairs, or arranges them through our network – from strip-out to the day you get your property back.

Because all three work together, you deal with one team, one point of contact and one accountable group from disaster to complete recovery. No chasing separate contractors, no gaps between claim and repair, no passing the buck.

We’re transparent about this: the cleaning and construction companies are part of our group, under the same ownership, not independent contractors — and that connection is exactly why the process is seamless. Before you appoint us, we set this out in writing, and our claims service is provided on the basis that the works are carried out by contractors from our approved panel. If you would rather use a builder of your own, tell us before you sign and we’ll explain your options.

What is the difference between a Loss Adjuster and a Loss Assessor?

The names sound almost identical but the difference matters enormously, because it comes down to one question: whose side are they on?

A Loss Adjuster works for your insurance company
When you make a claim, your insurer will usually appoint a loss adjuster to investigate it. Loss adjusters are experienced professionals but they are appointed by, paid by and report to your insurance company. Their job is to assess your claim on the insurer’s behalf.

A Loss Assessor works for you
A loss assessor is appointed by you, the policyholder, and works solely in your interests. As your loss assessor, we review your policy, prepare and present your claim, attend the meetings, handle the loss adjuster and negotiate with your insurer, all with one aim: to ensure everything you’re entitled to under your policy is fully included in your settlement.

The easy way to remember it
The insurer has their expert. A loss assessor means you have yours.

One more important difference: regulation
Assisting policyholders with insurance claims is a regulated activity. M&D Claims Consultants Ltd, trading as Imperial Claims Consultants, is authorised and regulated by the Financial Conduct Authority (FRN 1011508), so you can check exactly who you’re dealing with on the FCA register.

You’re not required to use one — but in our experience, professional representation makes a genuine difference, and the more complex or costly your claim, the more that’s true.

Here’s why. If you’ve suffered a fire, flood or major loss, this is probably your first significant insurance claim — or one of very few. But the claims process itself is detailed and unfamiliar: policies contain conditions, exclusions and requirements that are easy to miss, and an innocent mistake early on can affect how your claim proceeds.

Your insurer will usually appoint a loss adjuster to assess the claim. Loss adjusters are experienced professionals — but they are appointed by, and report to, your insurance company. A loss assessor is the other half of that equation: appointed by you, working solely for you, with your best interests as their only concern.

As your loss assessor, Imperial Claims Consultants will review your policy in detail, prepare and present your claim properly, handle all the meetings and correspondence, and work to ensure that everything you’re entitled to under your policy is fully included — so nothing is missed, and you can focus on your family, your home or your business rather than the paperwork.

We handle all property and business insurance claims – domestic claims including fire, flood, escape of water and theft (to name just a few), as well as all insurance claims for landlords and commercial property owners.

One more thing worth knowing: unlike most loss assessors, we don’t stop at the settlement. Imperial Claims Consultants is part of the M&D Recovery Group — with our own specialist cleaning and building companies in-house, we manage your entire recovery under one roof. We lead. We rescue. We restore. (See “What makes Imperial Claims Consultants different?” below for the full picture.)

We operate a genuine No Win No Fee service, with no upfront costs — and depending on how you’d like the repair works handled, our service may cost you nothing at all.

With regards to fees we have 2 options:

Option One:

Our group’s own specialist cleaning and building teams carry out the works for you, fully project-managed from start to finish, with a two-year warranty on work carried out. With this option you pay us no fee at all — our fee is paid by the contracting company, not by you.

You would still pay your insurance policy excess to the contractor, as you would with any claim — however, through our Excess Contribution Voucher we currently contribute up to £1,000 towards your excess when our contractors carry out the works (terms and conditions apply — see our voucher page for details).

Option Two:

Use your own contractors. If you’d prefer your own builder or trades to carry out the works, we charge a fee for our claims service — typically 10% of the settlement, (plus VAT). For larger claims this fee is negotiable and agreed with you at the outset, before we begin.

Whichever option you choose, everything is agreed in writing before we start — no surprises, and if your claim is unsuccessful, you pay us nothing.

No. We operate on a No Win No Fee basis: if your claim is unsuccessful, you won’t owe us anything for our work.

We fund our own time throughout your claim, which means our interests are aligned with yours, we succeed when your claim does.

For full details of how our fees work when a claim is successful, see “What will it cost me?” above.

Some insurance brokers have their own claims departments, but they will not dedicate the same time and effort as an Insurance Loss Assessor. All we do here at Imperial Claims Consultants is to work with you the policyholder to manage your insurance claim and we genuinely offer you a very professional, personal and truly bespoke service. We only work with you the insured, never the insurers.

Imperial Claims are industry experts in dealing with commercial, industrial, homeowners and landlords insurance claims and we have, and continue to provide our clients with a truly personal and bespoke service.

With over 60 years combined in-house claims handling experience there isn’t any type of disaster that we haven’t already managed. From small claims to the largest of claims, we can truly assist.

Loss assessors are typically professional companies and individuals that will negotiate on the policyholder’s behalf to progress a claim to resolution. It could be said that they offer a claims management service for the policyholder, meaning the policyholder doesn’t have to spend time dealing with the insurer – the loss assessor will typically do this.

A Loss Assessor, like Imperial Claims Consultants, will look at the damage, assess the costs involved and they may then take the lead in all discussions on the claim with the insurers or loss adjusters concerned.

Loss Assessors are employed by the policyholder, they are acting exclusively to protect the policyholders best interests.

As loss assessors we are required to be authorised and regulated by the Financial Conduct Authority. M&D Claims Consultants Ltd, trading as Imperial Claims Consultants, is authorised and regulated by the FCA (FRN 1011508).

We are authorised to assist clients with their insurance claims. We work for the policyholder only, never the insurer. Our service will not cost the insured anything provided they use our panel of contractors.

We help clients who have suffered from the insurance covered perils relating to building and/or contents such as:

• Burglary
• Business Loss
• Contents
• Explosion
• Fire
• Flood
• Impact Damage
• Liability Claims
• Loss Of Licence
• Professional Indemnity
• Storm
• Subsidence

So, before you contact the insurers, contact Imperial Claims Consultants for a very personal and bespoke service.

Here at Imperial Claims Consultants we can help you with just the one personal point of contact for all of the following services:

We manage property insurance claims from start to finish, on your behalf, with one personal point of contact throughout.

Complete claims management
We review your policy and confirm your cover, notify and deal with your insurer, meet the loss adjuster so you don’t have to, and prepare, present and negotiate your claim, through to settlement and beyond.

New, ongoing or declined claims
We can help with new claims, claims already underway, and claims that have been declined or underpaid within the last six years.

Every type of property claim
Fire, flood, storm, escape of water, impact damage, subsidence, burglary and theft, malicious damage, business interruption, loss of rent, and Loss of Licence and Professional Indemnity claims – for homeowners, landlords, businesses and commercial property owners.

Unlike most loss assessors we don’t stop at the settlement
As part of the M&D Recovery Group, we have our own specialist cleaning and building companies in-house. The same group that wins your claim can make your property safe, restore your contents and complete the repairs.

We lead. We rescue. We restore. (See “What makes Imperial Claims Consultants different?” for the full picture.)

Yes! We provide a national service, and we can act for you anywhere in the United Kingdom on any residential, commercial, industrial or landlord property insurance claim.

Our head office is in Chester-le-Street, County Durham, and the North East is our heartland — including Durham, Newcastle, Sunderland, Gateshead, Darlington, Middlesbrough and Northumberland. For clients in this region we can typically attend your property quickly, often the same day for emergencies.

For claims further afield, distance is rarely an obstacle: much of a claim is handled through documentation, correspondence and negotiation, and we attend site wherever the claim requires it. Many of our clients, including overseas landlords with UK properties, have never needed to meet us in person to achieve a full settlement.

Wherever you are, the first step is the same: call us, tell us what’s happened, and we’ll confirm straight away how we can help.

Can Imperial Claims Consultants help me if I am not insured?

Yes — in certain circumstances we can still help.

If your property has been damaged and someone else was at fault, it may be possible to recover your losses from the responsible party or, more commonly, from their insurance company. This is known as a third-party recovery, and it means that even without your own insurance policy, you may not have to bear the cost of the damage yourself.

Some common examples:

• Escape of water from a neighbouring property — a burst pipe or leaking appliance in the flat above damages your ceilings, walls and contents.
• Vehicle impact — a car or delivery vehicle collides with your wall, gatepost, shopfront or building.
• Fire spreading from an adjoining property — a fire that starts next door and damages your home or business premises.
• Contractor damage — a tradesperson working on or near your property causes damage, for example during building works, roofing or excavation.
• Damage from neighbouring trees or structures — a poorly maintained tree, fence or structure from an adjacent property falls and causes damage.

The key question: was someone else legally at fault?

The honest answer is that not every uninsured loss can be recovered. For a third-party recovery to succeed, it isn’t enough that the damage came from someone else’s property or activity — it generally has to be shown that they were negligent. In plain terms, that they failed to take reasonable care, and that failure caused your loss.

A simple example: if your neighbour’s pipe bursts without warning and floods your home, that alone may not make them liable — sometimes these things happen without anyone being at fault. But if they’d ignored a known leak for weeks, or left a property unheated and empty through winter, the picture may be very different.

This is exactly where we can help. Establishing fault depends on the facts, the evidence and how the case is presented — and gathering that evidence early makes a real difference. If it’s safe to do so, take photographs (and video(s)) of the damage and its cause as soon as you can.

Contact us as soon as possible after the damage, tell us what’s happened, and we’ll give you an honest assessment of whether a recovery may be possible before you commit to anything. Where court proceedings become necessary, we can refer you to a suitable legal specialist.

Receiving a letter or email informing you that your property insurance claim has been declined can be frustrating, upsetting and, in many cases, completely unexpected.

Whether you are a homeowner, landlord, property investor or business owner, a rejected claim does not necessarily mean the decision is correct or that it is the end of the matter.

In some cases, insurance claims can be successfully challenged because the policy has been misunderstood, relevant evidence has been overlooked or the claim may not have been assessed correctly.

Supporting you – and everything that matters to you.

Yes – we may still be able to help

A declined property insurance claim is not always the final answer.

At Imperial Claims Consultants, we can review the insurer’s decision, the relevant policy wording, the circumstances of the loss and the evidence available. We will then provide an honest view on whether the decision appears reasonable, whether there may be realistic grounds to challenge it and what options may be available to you.

In some cases, a declined claim may be challenged through the insurer’s formal complaints process. Where appropriate, an unresolved complaint may also be referred to the Financial Ombudsman Service for an independent review.

Why are property insurance claims declined?

There are many reasons why a property insurance claim may be declined. In some cases, the insurer’s decision may be consistent with the terms and conditions of the policy. In others, the decision may be capable of challenge because the policy wording has been interpreted differently, important evidence has not been fully considered or further information has become available.

Some common reasons for a property insurance claim being declined include:

• Policy exclusions: the insurer considers the cause or type of damage to be excluded under the policy.
• Wear and tear or poor maintenance: the insurer believes the damage arose gradually rather than from a sudden insured event.
• Insufficient evidence: there is not enough information available to establish the cause, circumstances or value of the loss.
• Policy conditions: the insurer considers that a condition of the policy has not been complied with.
• Non-disclosure or misrepresentation: the insurer believes inaccurate or incomplete information was provided when the policy was arranged or renewed.
• A disputed cause of damage: the insurer’s interpretation of what caused the damage differs from that of the policyholder or another expert.
• Underinsurance or policy limitations: the sums insured, cover limits or other policy provisions may affect the claim.

Every claim is different. A declined insurance claim should be assessed on its individual facts, the precise policy wording and the available evidence before reaching a conclusion about whether the insurer’s decision is fair and reasonable.

Can I appeal a declined property insurance claim?

Depending on the circumstances, a declined property insurance claim may be capable of challenge.

The first step is usually to understand exactly why the insurer reached its decision. This should include reviewing the insurer’s written explanation, the relevant policy wording and any reports or evidence relied upon.

If there are reasonable grounds to disagree with the decision, it may be appropriate to provide further evidence, clarify a misunderstanding or make a formal complaint to the insurer.

If the complaint remains unresolved and the insurer issues its Final Response, it may then be possible, depending on the circumstances and applicable eligibility requirements, to refer the complaint to the Financial Ombudsman Service.

Not every declined claim can or should be challenged. The appropriate course of action will depend on the circumstances of the loss, the policy wording and the strength of the available evidence.

When should you seek independent advice?

If you are unsure whether your insurer’s decision is correct, it may be sensible to obtain independent advice before accepting the outcome or deciding what to do next.

An independent review can help you understand the relevant policy wording, the reasons for the insurer’s decision and whether there may be realistic grounds to challenge it.

The earlier a declined claim is reviewed, the greater the opportunity may be to identify missing evidence, clarify misunderstandings or consider whether additional information could affect the outcome. Even where a claim cannot be overturned, independent advice can provide clarity and help you make an informed decision.

How Imperial Claims Consultants can help

If your property insurance claim has been declined, it is important to understand why before deciding what to do next.

At Imperial Claims Consultants, we begin by reviewing the insurer’s decision, the relevant policy wording and the evidence available. Where appropriate, we may identify additional evidence, clarify misunderstandings or highlight relevant policy wording that may not have been fully considered.

If we believe the insurer’s decision is fair and consistent with the policy, we will tell you. Equally, if we believe there may be realistic grounds to challenge the decision, we will explain the available options and how we may be able to assist.

Our aim is to provide clear, honest and independent guidance, helping homeowners, landlords, property investors and businesses make informed decisions about their property insurance claims.

What happens if I ask Imperial Claims to review my declined claim?

If your property insurance claim has already been declined, or you are concerned that it may be declined, contact us and we can carry out an initial review of your situation.

Following our review, we will be open and honest about whether we believe there may be realistic grounds to assist you and the basis on which we may be able to act.

There are likely to be three possible outcomes:

1. We may be able to offer our No Win No Fee service.
Where we believe your case is suitable, we may be able to act for you on a No Win No Fee basis. The terms of our service will be explained clearly before you decide whether to proceed.

2. We may be able to help, but not on a No Win No Fee basis.
Depending on the circumstances of your claim, we may still be able to provide professional assistance for an agreed fee. Any proposed fee will be explained and confirmed to you before we undertake chargeable work.

3. We may advise that we are unable to take on your case.
If, following our review, we do not believe there are realistic grounds for us to assist, or we are otherwise unable to act, we will tell you.

At all times, we will be open and honest with you about our assessment of your case and its prospects of success.

Related FAQs

• First 24 Hours After Property Damage: What To Do After Fire, Flood or Escape of Water
• Do I Need a Loss Assessor?
• What Is the Difference Between a Loss Adjuster and a Loss Assessor?
• What Will It Cost Me?
• Will My Insurance Company Object to Me Using My Own Assessor?

The first 24 hours after discovering property damage are often the most important. Whether you are a homeowner, landlord, property investor or business owner responsible for a residential, commercial or industrial property, the actions you take immediately after the incident can influence both the extent of the damage and the progress of your insurance claim.

Whether the loss has been caused by fire, escape of water, flooding, storm, impact, theft, vandalism or another insured event, taking appropriate action can help protect people, property and valuable evidence.

The purpose of this guide is to help you protect life, minimise further damage, preserve important evidence and place yourself in a strong position when presenting your property insurance claim and beginning the recovery process.

1. Make sure everyone is safe

Your first priority should always be the safety of people and, where it is safe and practical to do so, pets.

If there has been a fire, explosion, suspected gas leak, serious structural damage or another immediate danger, contact the appropriate emergency services and follow their instructions.

Do not enter or re-enter a property that may be unsafe simply to inspect the damage or recover possessions. Wait until the relevant emergency service or suitably qualified professional confirms that it is safe to do so.

2. Take reasonable steps to prevent further damage

Once everyone is safe, consider whether any immediate action can be taken safely to prevent the damage from becoming worse.

For example, following an escape of water, it may be appropriate to isolate the water supply if the stopcock can be reached safely. Following storm or impact damage, temporary measures may be required to make the property secure or watertight.

Do not put yourself at risk and do not undertake permanent repairs at this stage unless they are necessary for immediate safety or have been appropriately agreed.

Where possible, contact your insurer or its emergency helpline for guidance before arranging temporary emergency repairs. If urgent action is necessary to protect the property, keep clear records and receipts for any costs incurred.

3. Photograph and video the damage

If it is safe to enter the property, create a detailed photographic and video record before cleaning, moving damaged items or beginning repair work.

Start with wide photographs or video of each affected room or area. Then record close-up images of the specific damage, including water staining, fire or smoke damage, damaged ceilings and walls, affected flooring, forced entry points, damaged contents and any visible source or point of impact.

For commercial or industrial claims, consider recording affected stock, machinery, equipment and areas of the premises that cannot be used.

Good evidence taken at an early stage can be extremely valuable when the circumstances and extent of the loss are considered later in the claim.

4. Do not rush to throw damaged items away

Damaged or apparently ruined items may still form important evidence for your insurance claim.

Where it is safe and hygienic to do so, retain damaged items until they have been documented and you have received appropriate guidance about disposal.

If an item must be removed urgently because it presents a health or safety risk, take clear photographs and, where practical, record the item, its condition and the reason it was disposed of.

5. Report theft, burglary or criminal damage to the police

If the damage involves theft, burglary, vandalism or another suspected criminal act, report the incident to the police as soon as possible.

Keep a record of the crime reference number and any information provided by the police, as your insurer may request this when considering the claim.

Where possible, avoid disturbing the affected area until the police have provided appropriate guidance.

6. Notify your insurer promptly

Your insurance policy may contain requirements relating to the notification of a loss, so it is important not to delay unnecessarily in reporting the incident.

When notifying your insurer, provide accurate information based on what you know at the time. If the precise cause of the damage has not yet been established, it is reasonable to explain that the cause is still being investigated rather than speculate.

Keep a note of the date and time the claim was reported, the claim reference number and the name or details of anyone you speak to.

7. Consider obtaining independent advice early

A property insurance claim can become complex very quickly, particularly following significant fire, flood, escape of water or commercial property damage.

Independent advice at an early stage can help you understand your policy, your responsibilities as a policyholder, the evidence that may be required and the claims process ahead.

At Imperial Claims Consultants, we act for policyholders rather than insurance companies. Where appropriate, we can review the circumstances of the loss and explain how we may be able to assist with the claim.

8. Keep all receipts, records and claim correspondence

Create a dedicated file or electronic folder for everything connected with the incident and the insurance claim.

Keep photographs, videos, emails, letters, reports, quotations and receipts for emergency expenditure. This may include temporary accommodation, emergency plumbers or electricians, security or boarding-up costs and other reasonable expenditure arising from the incident.

Whether a particular cost is recoverable will depend on the terms and circumstances of the claim, so retaining clear evidence is important.

Does the advice differ for homeowners, landlords and businesses?

The immediate priorities of safety, preventing further damage and preserving evidence are broadly similar, but different policyholders may face additional considerations.

Homeowners may need to consider whether the property remains safe to occupy and whether alternative accommodation is required.

Landlords and property investors should consider tenant safety, communication with occupants, access to the property and any potential loss of rent or alternative accommodation provisions under the policy.

Business owners should consider the effect of the incident on trading, employees, stock, machinery and equipment. It may also be important to begin documenting disruption to the business and any reasonable steps taken to reduce the financial impact of the loss.

Common mistakes to avoid during the first 24 hours

• Putting yourself or others at risk to inspect the damage.
• Starting permanent repair work before the damage has been properly documented or the proposed works appropriately considered.
• Throwing damaged items away before photographing or recording them.
• Cleaning or altering the affected area before creating a photographic and video record, unless immediate action is required for safety.
• Speculating about the cause of damage when the cause has not yet been established.
• Failing to retain receipts for emergency expenditure.
• Forgetting to keep a record of claim references, telephone calls and correspondence.

How Imperial Claims Consultants can help

At Imperial Claims Consultants, we guide homeowners, landlords, property investors and businesses through property insurance claims following fire, escape of water, flood, storm and other insured events.

We can review the circumstances of the loss and the relevant policy documentation, help identify the evidence that may be required and, where we are appointed, represent your interests during the insurance claims process.

The earlier we understand what has happened, the earlier we can provide an honest view about whether and how we may be able to assist.

If you have suffered significant property damage and are unsure what to do next, contact us. We will listen to what has happened and explain the next steps available to you.