After a break-in, you need to claim on your insurance. The process can feel overwhelming when you’re already dealing with the emotional aftermath of violation. For immediate action steps, see what to do after a break-in. This guide walks you through what insurers need and how to maximise your claim’s success.
The Claims Timeline
Day 1: Immediate Actions
Before anything else:
- Ensure the property is safe to enter
- Call police and get crime reference number
- Take photos of ALL damage (doors, windows, interior)
- Do not disturb anything more than necessary
Then: 5. Notify your insurer (most require same-day or next-day notification) 6. Arrange emergency securing (boarding up)—see our temporary security solutions guide 7. Start listing what’s been taken
Days 2-7: Documentation Phase
- Complete detailed inventory of stolen items
- Gather proof of ownership
- Obtain repair quotes if requested
- Allow assessor visit if required
- Submit formal claim with all documentation
Weeks 2-8: Processing Phase
- Insurer reviews documentation
- May request additional information
- Assessor may visit for significant claims
- Negotiation on values if disputed
- Settlement offer made
"The quality of your claim documentation directly affects the outcome. Time spent gathering evidence in week one pays off in settlement size weeks later.
What Insurers Need
Essential Documentation
| Document | Purpose | Priority |
|---|---|---|
| Crime reference number | Proof of incident | Essential |
| Photos of damage | Evidence of break-in | Essential |
| Stolen items list | Basis of contents claim | Essential |
| Proof of ownership | Validates items existed | Important |
| Original purchase receipts | Proves value | Helpful |
| Repair quotes | Quantifies building damage | As requested |
Crime Reference Number
Without this, claims become difficult:
- Proves you reported the incident
- Allows insurer to verify with police
- Required for high-value claims
- Some policies mandate police reporting
If police can’t attend: Ask for a phone-reported reference number. This still counts.
Photos and Evidence
Photograph:
- Entry point damage (door, window, lock)
- Interior damage (drawers emptied, items broken)
- Where items were stored (empty spaces)
- Any tools or debris left by burglar
Why it matters: Insurers may question the extent of break-in. Photos prove the damage existed and show circumstances of entry.
Proving What Was Stolen
Best Evidence
| Evidence Type | Strength | Examples |
|---|---|---|
| Original receipt | Excellent | Paper or email receipt |
| Bank/card statement | Very good | Shows purchase amount |
| Product registration | Good | Warranty or user account |
| Photos showing item | Good | Item visible in room photos |
| Insurance appraisal | Excellent | Previous valuation |
Acceptable Evidence
- Instruction manuals and packaging
- Previous insurance schedules listing items
- Photos from social media showing items
- Witness statements from people who saw items
- Serial numbers from previous records
When You Have No Proof
Insurers don’t automatically refuse claims without receipts. They assess:
- Is the item consistent with your lifestyle?
- Does the claimed value seem reasonable?
- Is the overall claim plausible?
But lack of proof does mean:
- Lower settlements are likely
- High-value items may be disputed
- You may receive “standard” values rather than actual cost
Building vs Contents Claims
What’s Building Insurance?
Covers:
- The structure itself
- Doors and windows
- Built-in fixtures
- Damage to walls, floors, ceilings
For break-ins: Damaged doors, broken windows, forced locks.
What’s Contents Insurance?
Covers:
- Possessions within the building
- Furniture and appliances
- Personal items
- Electronics and valuables
For break-ins: Stolen items and damaged possessions.
You May Need Both Claims
A typical burglary involves:
- Building claim: Damaged entry door, broken window frame
- Contents claim: Stolen laptop, jewellery, cash
These are often separate policies (or sections of one policy) with different excesses and limits.
Common Claim Problems
Problem 1: Non-Compliant Locks
If entry was through a door that didn’t meet policy requirements:
- Insurers may reduce payout proportionately
- May refuse the claim entirely
- Depends on policy wording and circumstances
Mitigation: If locks are now irrelevant (door replaced), focus on going forward. Review insurance lock requirements for your new installation.
Problem 2: Under-Insurance
If your contents are worth more than your coverage limit:
- Some policies reduce all payouts proportionately
- “Average” clauses mean you might receive only a percentage
Example: £50,000 of contents, but only £30,000 cover. You might receive 60% of any claim.
Problem 3: Single Item Limits
Most policies limit individual item payouts (e.g., £1,500 per item) unless separately specified.
Impact: Your £3,000 watch may only receive £1,500 unless it was listed as a specified item.
Problem 4: Wear and Tear Deductions
Indemnity policies (not new-for-old) deduct for age:
- 5-year-old TV may only pay current value, not replacement cost
- Applies even if item worked perfectly
"Understanding your policy before a claim matters. The time to discover you’re under-insured is when reviewing your policy, not when making a claim.
Working With Loss Adjusters
When They’re Involved
Large claims (often £5,000+) may trigger loss adjuster involvement:
- Independent assessor hired by insurer
- Investigates claim validity
- Assesses reasonable values
What to Expect
- They will visit your property
- Ask detailed questions about the incident
- Request documentation
- May photograph damage and your home
Tips
- Be honest and consistent
- Have documentation ready
- Show them where items were kept
- Don’t exaggerate losses
Maximising Your Claim
Do’s
✅ Report immediately to police and insurer
✅ Document everything with photos
✅ Keep damaged items for inspection
✅ Provide as much proof as possible
✅ Be accurate about values
✅ Follow up regularly
Don’ts
❌ Delay reporting (creates suspicion)
❌ Exaggerate losses (fraud investigation risk)
❌ Dispose of evidence before approval
❌ Accept first offer if genuinely low
❌ Sign anything you don’t understand
If Your Claim Is Disputed
First Steps
- Request written explanation of dispute
- Provide additional evidence if available
- Ask for re-review with new information
Escalation
- Use insurer’s formal complaints process
- Contact Financial Ombudsman Service (FOS)
- Consider loss assessor (works for you, not insurer)
Frequently Asked Questions
How quickly must I report a burglary to my insurer?
Most policies require notification within 24-48 hours. Report as soon as possible after contacting police. Delays can complicate claims or provide grounds for refusal.
What if I can't prove what was stolen?
Insurers expect reasonable evidence—photos, receipts, bank statements, even product registration emails. Complete absence of proof doesn't automatically deny claims, but makes them harder.
Will my insurance cover the damage to doors and windows?
Buildings insurance typically covers damage caused during break-in. This is separate from contents insurance for stolen items. You may need to claim on both.
Should I get repairs done before the insurance assessor visits?
Emergency securing (boarding up) is expected and won't affect claims. Major permanent repairs should ideally wait for assessor approval—but take photos of all damage first.
What's the difference between new-for-old and indemnity cover?
New-for-old replaces items with current equivalents. Indemnity pays current value of the item (accounting for age/wear). Check your policy—it significantly affects payouts.
Can the insurer refuse my claim if my locks didn't meet their requirements?
Potentially, especially if entry was through the non-compliant point. They may reduce rather than refuse entirely. This is why lock compliance matters before any incident.
How long does the insurance claims process typically take?
Simple claims may settle within 2-4 weeks. Complex claims involving loss adjusters or disputes can take 2-3 months. Regular follow-up and complete documentation speeds the process.
What should I do if my claim is rejected or the settlement seems too low?
Request written explanation, provide additional evidence if available, use the insurer's complaints process, then escalate to the Financial Ombudsman Service if still unresolved.
Summary
Successful insurance claims require:
- Speed: Report within 24-48 hours
- Documentation: Crime reference, photos, inventory
- Proof: Receipts, statements, photos of items
- Accuracy: Honest values, no exaggeration
- Persistence: Follow up and challenge if needed
The stress of a burglary is compounded by admin. But careful attention to the claims process means you’ll recover what you’re entitled to—and recover it faster. Once settled, focus on upgrading security after burglary to prevent re-targeting.