Making an Insurance Claim

Making an insurance claim is simply telling your insurer something’s gone wrong and asking them to cover the cost. Whether it’s a burst pipe flooding your kitchen, a break-in that’s left your flat looking like a tornado hit it, or a car accident that’s turned your motor into modern art – your insurance policy exists exactly for moments like these.

What is an insurance claim?

Think of your insurance policy as a safety net. You pay your premiums, and in return, your insurance provider promises to help when specific things happen to your car, home, or belongings. When disaster strikes, you file a claim to get compensation for your losses.

The type of claim you make depends on what’s happened and what insurance policy you’ve got. Your car insurance handles vehicle damage and accidents, whilst your home insurance covers your property and belongings.

When should you make an insurance claim?

Not every mishap needs an insurance claim. Here’s when it makes sense to get your insurer involved:

• The damage costs more than your excess: If fixing your car after a car accident would cost £800 and your excess is £250, claiming makes financial sense. But if the repair bill is only £300, you might be better off paying yourself to protect your no-claims bonus.
• Someone else is at fault: If an uninsured driver crashes into you or your neighbour’s dodgy DIY causes water damage to your flat, definitely make a claim. You shouldn’t be out of pocket for someone else’s mistake.
• It’s a significant loss: Major incidents like theft, fire, or serious accidental damage are exactly what insurance is for. Don’t hesitate to claim for these.
• Personal injuries are involved: Any car accident involving personal injuries needs reporting to your motor insurance provider, regardless of fault. It’s a legal requirement and protects you from future liability issues.

Different types of insurance claim

Home insurance claims

Home insurance typically splits into buildings insurance and contents insurance, though many policies combine both:

• Buildings insurance covers the structure of your home, including walls, roof, and permanent fixtures like fitted kitchens and bathrooms. Your landlord usually handles this if you rent.
• Contents insurance protects your personal belongings, including furniture, electronics, clothes, and everything else you’d take with you if you moved house.

Common home insurance claims include water damage from burst pipes, theft of personal belongings, fire damage, storm damage, accidental damage to valuables, and home emergency situations like heating breakdowns.

Car insurance claims

A car insurance claim covers damage to your vehicle, other people’s cars, and any personal injuries from a car accident. Your car insurance policy might include third party coverage, comprehensive cover, or add-ons like breakdown cover and legal protection.

When making a car insurance claim, you’ll need your policy number, the registration number of all vehicles involved, and a description of what happened. If there are personal injuries, call 999 first. Sorting the claim comes after ensuring everyone’s safe.

Travel insurance claims

Travel insurance covers problems when you’re away from home, including medical expenses abroad, cancelled trips, lost luggage, or emergency repatriation. Always keep receipts for any expenses and report incidents to local authorities when required.

How the insurance claim process works

Most insurance companies follow the same basic steps: ring a claims helpline, fill out claim forms, submit supporting documents, wait for an assessor, and eventually receive a settlement. In practice, traditional insurers might have you posting documents, chasing updates across multiple departments, and waiting weeks for resolution.

At Lemonade, we’ve completely reimagined how this works. No phone menus, no endless paperwork, no waiting around.

1. Report your claim instantly in the app

Tap ‘File a Claim‘ in the Lemonade app. That’s literally it.

You’ll get a claim reference number immediately. Meet AI Jim, our claims expert. He’ll verify your personal details and ask a few quick questions about what happened. You’ll digitally sign a Pledge of Honour confirming everything is truthful, then record a short video (about a minute) explaining exactly what happened. It’s completely confidential, and the app saves your progress so you can come back to finish when you’re ready.

2. Document everything properly

Before tidying up or moving anything, thoroughly document the scene. Our app guides you through exactly what to capture based on your claim type:

• Water damage: Photograph the water source, affected areas, standing water, and any early signs of mould. Burst pipes are covered; floods from outside aren’t.
• Fire damage: Document the fire’s origin and smoke damage throughout your flat, but only photograph areas authorities confirm are safe.
• Theft: Get a crime reference number from the police. Photograph entry points, empty spaces where items were stolen, and damaged locks.
• Storm damage: Document damaged belongings and the storm’s entry point, like rain through a broken window.

Top tip: Keep receipts for emergency repairs or temporary accommodation. These costs are often covered under your home insurance policy.

3. Submit everything digitally

Every claim needs these basics:

• Photos or videos documenting the damage
• List of damaged or stolen items with descriptions, age, and values
• Your policy documents and policy number
• Receipts or proof of purchase when available

Beyond that, your specific claim type may need additional documents:

Claim type	Police report	Official reports	Medical records	Professional estimates	Living expense receipts
Water damage		✓		✓	✓
Fire damage		✓		✓	✓
Theft	✓			✓
Storm damage		✓		✓	✓
Liability incidents	✓		✓		✓
Car accidents	✓	✓	✓	✓

Bear in mind this is a general guide. Always check your policy documents or ring your insurer if you’re unsure what you need.

4. Get real-time updates

Track your claim progress in the app using your reference number. For simple claims, our AI can review and approve payouts instantly. More complex situations get assigned to a human claims expert who’ll ring you directly. No chasing required.

Tips for a smooth claim experience

• Act quickly: Report claims as soon as possible. Many policies require notification within a reasonable timeframe.
• Be honest and accurate: Exaggerating claims or providing false information can void your policy. Insurance fraud is monitored by the FCA (Financial Conduct Authority) and taken seriously.
• Don’t admit fault: Especially with car insurance claims. Stick to the facts and leave fault determination to the insurers.
• Keep detailed records: Conversations, emails, reference numbers, repair quotes, receipts. This paper trail protects you if disputes arise.

The bottom line

Making an insurance claim doesn’t have to be a bureaucratic nightmare. The key is preparation, thorough documentation, and choosing an insurer that makes the process straightforward. At Lemonade, our digital-first approach means you get sorted quickly. No hold music, no faff.

Insurance claims FAQs