Customer Area

Making a Claim

Should you have an accident or suffer damage to an item insured under your policy, please contact the Claims Hotline number provided in your insurer's policy documentation immediately (details enclosed within original confirmation of cover email and/or see the policy documents section for details of relevant policy wordings).

If you cannot trace your policy documentation then please contact us by telephone +44 (0)1428 600001 or by e-mail - - during normal office hours (Monday-Friday 9:00am to 6:00pm, Saturday 9:00am to 1:00pm) and we will provide the relevant contact details.

We would also recommend that you read the following guidelines to ensure your claim is dealt with as quickly and effectively as possible. Please note, these guidelines are provided for information only and all claims are settled on the basis of the policy contract between you and your Insurer.

Damage to your property
  • On notification of an incident, a claim form will be sent to you and should be completed as fully as possible and returned without delay with a detailed estimate for repairs/replacement if available.
  • Do not delay returning the claim form whilst awaiting the estimates as the claim can be registered with your insurer in the meantime. However an estimate should be provided as soon as possible.
  • If the costs are such that Insurers appoint a Surveyor to inspect the damage and investigate the loss, a Surveyor will contact you directly.
  • When your insurers have considered the claim form, estimates, and if applicable, the Surveyor's report, they will advise us as to what happens next and we will update you without delay.
  • Under no circumstances should you go ahead or sanction repairs to the damage to your property without your Insurer's approval as this may prejudice your rights to payment under the policy.
  • Insurers may request a second estimate. Once they have approved the estimates, you may give the repairers / suppliers instructions to proceed.
  • When repairs have been completed to your satisfaction the receipted invoice should be submitted to us.
  • All invoices should be issued in the name of the owner / policy holder, not to MyInsurance or Insurers.

Additional action that may be required includes:

Minimising the loss
  • If damage has left the property vulnerable in any way you must take immediate steps to safeguard your property.
  • You must therefore act as if uninsured to minimise the loss. Any additional loss caused by lack of action will generally not be covered.
  • Please note Insurers will require an invoice for immediate first aid works carried out to safeguard the property.
  • Theft, break-ins or malicious damage must be reported promptly to the police and the crime number noted. Outside of the UK, where a crime number may not be available, a copy of the Police Report will be required.
  • Insurance policies generally cover theft of the caravans/boats etc or, following forcible entry or exit, removal or theft of contents from within a property.
  • For the claim to be valid you must show that you have exercised due diligence in making your property secure (see Minimising the loss).
  • Basic precautions against theft should be taken as well as any additional security requirements applied by your insurer.
  • If you wish to make a claim for personal effects, check your policy wording and schedule. If you have not declared items of value, many insurers will not cover these.
Liability - Employers liability and third party injury or property damage
  • If an incident involves another person/vehicle/craft, do NOT admit liability or give the impression of accepting responsibility. Do NOT make any offer of payment.
  • If you hold a third party liable for an incident, in order to preserve your position, you should write to the third party immediately holding them liable for all costs and explain in the correspondence why you hold them responsible.
  • If a third party holds you liable for an incident, any correspondence received should be passed to your insurers immediately. Although you may acknowledge this correspondence, you should not respond.
  • Copies of all correspondence should be provided to Insurers as soon as possible and photographs of the damage sustained are always helpful.
The Surveyor
  • If a Surveyor is appointed he or she represents the Insurer's interests only.
  • The Surveyor will investigate and report with regard to the nature, cause and extent of the loss.
  • Although a Surveyor will, if necessary, help put you in touch with boatyards, repairers or suppliers to obtain estimates, a Surveyor is not able to instruct work on your behalf.
Onus of Proof
  • The onus of proof is on you to show that the damage or loss sustained is caused by a risk covered under the terms of the policy.
  • As such, there is a responsibility on you to establish the cause of a loss.

Please note you are responsible for making all arrangements for recovery of, or repairs to the property along with paying the companies concerned. Only you can give instructions to repairers, boatyards, etc for work to be done.

Please also note, these guidelines are provided for information only and all claims are settled on the basis of the policy contract between you and your Insurer.