Claims against us

Procedure for claims against us

We are legally required to acknowledge any claim within 21 days and make a decision on liability within 90 days. Certain types of claims are handled in-house but some will be forwarded to our appointed claims handlers, or our insurer, to handle on our behalf.

Claims are always investigated as quickly as possible.

The procedures relating to civil law, however, allow a period (most commonly three months) to investigate and advise a decision as to whether there has been any fault on our part (i.e. to accept or repudiate the claim).

You should, therefore, receive a letter within three months accepting or rejecting your claim.

In the meantime, if you have any information / photographs which you feel may assist when considering your case, please forward such information as soon as possible to us.

This may include photographs of the defect or damaged property as appropriate. All originals will be returned once copies are taken. Please ensure that the claim number is quoted whenever contact is made.

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Insurance team
Brent Civic Centre
Engineers Way
Wembley HA9 0FJ