Behind the Claim: 5 Things You’d Never Think to Ask About Insurance (But Probably Should)

Let’s be honest, no one really reads their insurance policy for fun. Most people look at it after something’s gone belly-up. At which point, you find yourself in panic stations with a long list of questions you wish you’d asked sooner.

We’ve helped thousands of people through the mess of major claims from fires, floods, storms, you name it. The questions that first pop up are usually ‘Am I covered?’, ‘How long will this take?’, ‘When will I get paid?’. However, we know that there’s another layer to this game.

It’s the unspoken stuff that people miss that can really matter. The questions most people don’t even realise they should be asking until it’s too late.

To keep you one step ahead, we have compiled a list of the top five things no one tells you about in the claims process that could make or break your insurance claim payout. Enjoy!

Sounds daft, right? Surely the more photos we take, the better?

Well... not always.

Yes, it is important to document everything. However, we’ve seen cases where people instinctively send over tonnes of photos straight after a fire or flood, thinking they’re being helpful. The sad reality is that the insurer could cherry-pick images that downplay the extent of your damage.

This is because some badly lit shots could be taken out of context. Suddenly, the situation doesn’t ‘look that bad’, and hey presto, you’re on the back foot.

Here’s our advice: Take lots of photos, but don’t hand over everything at once. Be selective and tell the story on your terms.

The simple answer is ‘Yes’. This one surprises people, but it happens more often than you think.

We’ve come across plenty of cases where the insurer’s loss adjuster will look up someone online to get a better sense of who they are. They’ll check your social media accounts on Facebook, LinkedIn, Instagram, and even Street View. They're not just assessing the damage in your claim, they're building a picture of you.

So, the question is, why would they do that? Well, it could be to see if you’ve filed any previous claims, or it could be to get a sense of your lifestyle. It could even just be good old-fashioned curiosity.

Is this fair practice? No, not really. But it’s something to be aware of when you next send that post.

Short answer? Leave it, don’t touch it!

We know how it feels to have to walk through the mess after a disaster. It’s emotionally and physically draining. Resist getting out the dustpan and brush because if you clean too soon, or throw things out to try to make the place look ‘normal’ again, you risk hiding the true impact.

We’ve seen many claims undervalued because everything looked ‘under control’ by the time someone turned up to check the damage.

Do take photos, and move anything unsafe, but do not sanitise the damage. Let the adjuster see exactly what really happened. Let them get a real sense of the true devastation it has caused you, your family, and your property.

Yes, they can and, the sad truth is that many people only find this out after they’ve made a claim.

As with most things, it’s all in the fine print. Dig deeper into your policy and you might find wording that says you have to use the insurer’s approved contractor. What’s worse is that you might not get a say in the matter.

Even if your policy does let you choose your own contractor, it is common for insurers to push their preferred option. Why, you ask? Well, it boils down to cash, as it’s usually cheaper for them to appoint their own contractor.

But here’s the real issue that many people don't talk about. Cheaper doesn’t always mean better. We’ve dealt with plenty of botched jobs, poor finishes, and delays, all because someone trusted the accepted ‘default’ route.

Three golden rules to remember: Check your policy. Ask questions. Push back if you’re not happy.

This is a strange one, but the answer is yes, it really can.

You’d think it’s all about the facts on paper, but human behaviour does play a part. If you come across as being too casual or indifferent, it might look like the damage hasn’t really affected you. If you’re too emotional or angry, you risk being labelled as being ‘difficult’. It can be an emotional roller coaster if you're not fully prepared for the process.

We’re not saying you need to commit to an Oscar-worthy performance, but please just be aware that those folded arms and frowned brow are being noted. Take a deep breath and as best you can, come in calm, clear, and confident. It’ll make all the difference in the long run.

For us, claims aren’t just about paperwork. It’s all about you. We put you first by taking away all the stress and hassle of the claims process. The real truth is that it’s not a level playing field, and insurers know the system inside and out.

That’s where we step in.

We’ve spent decades fighting for policyholders, making sure they don’t get short-changed, misled, or quietly pushed into accepting less than they’re owed. We’re in your corner to ensure you get the compensation you deserve. We hope you enjoyed this read, and have a great day.

Got questions about your cover or a current claim?

Let’s talk. Call us on 0330 022 9179 or kick-start start your claim now.