10 Quick Fire Home Insurance Questions You Should Know (But Probably Don’t)
13th Jun 2025
Most of us think we’ve got our home insurance all sussed out until something goes wrong. Suddenly, you’re knee-deep in fret, paperwork, and chasing your insurer, only to be faced with the reality that your policy may not cover all the things you thought it would.
We witness these situations on a regular basis, and we love nothing more than helping you navigate these choppy waters. We’ve seen it all, so we’ve compiled and answered the top 10 questions we face daily to help make sure you get paid what you’re owed.
1. What’s the most common home insurance claim in the UK?
Answer: Escape of water.
It’s a little problem that can turn into an absolute nightmare. Leaky washing machines, burst pipes under the floorboards, broken boilers, you name it. This stuff causes chaos in British homes more than any other claim.
TIP: To stay one step ahead, make sure your policy includes trace and access cover. More on that in point 7 below. It pays to find the leak, not just patch the pipe.
2. What’s the most common reason claims get rejected, even when the damage is real?
Answer: Incorrect or missing policy information.
You might have ticked a box saying you had a burglar alarm, but you forgot to install it. That’s a tiny error that could sink your whole claim down the drain.
TIP: Always keep your policy details accurate and up to date. One small oversight can cost you thousands.
3. You’ve got storm cover, so why did your roof claim get rejected?
Answer: Insurers do love to blame it on ‘wear and tear’.
It’s a common response that we see a lot of the time. Instead of blaming your collapsed roof on the storm, they may argue that it was because you had a weakened roof.
TIP: Be sure to take photos of your roof when it’s in good condition, and get a professional report if things go wrong. This is another situation where a loss assessor can help fight your corner.
4. What’s one document that could speed up your claim?
Answer: A home inventory.
Keep all your photos, receipts, and a list of what you own in a folder, preferably wrapped up in a watertight sleeve. This is especially important for high-value stuff like tech, jewellery, and furniture.
TIP: Don’t wait, do it now, before a disaster strikes. Even a basic spreadsheet and a few photos could make all the difference for your claim.
5. Will your insurance pay to house your pet if you can’t live at home?
Answer: Often not, unless it’s clearly included.
The majority of policies cover alternative accommodation for people with two legs, us humans, but they don’t always cover our four-legged furry friends.
TIP: Stay one step ahead and check the fine print. If there’s no mention of kennel or cattery fees, you might be on your own.
6. Will your insurance pay for therapy or emotional support after a disaster?
Answer: Sadly, usually not.
One of the biggest challenges you’ll experience when hit with a disaster is the mental stress that goes along with the physical mess. Most standard home insurance policies don’t touch mental health support at all, even if your house burns down. However, some premium or specialist policies might cover you, so keep an eye out for it.
TIP: Be proactive and ask your insurer. Alternatively, you can speak to a loss assessor, because on some occasions support can be claimed under consequential loss if the case is strong enough
7. What’s one bit of cover people forget, until it costs them hundreds?
Answer: Trace and access.
This is quite an important one that’s often overlooked. If you’re not covered for ‘trace and access’, then you may not be covered for the money spent looking for the problem. Trace and access is the bit that pays to rip up your floor or break through walls to find a leak. Without it, you could front the bill to wreck your kitchen just to locate the problem.
TIP: Look for ‘trace and access’ in your policy. If it’s not there, add it immediately if possible, it’s worth every penny.
8. Can your insurer limit your claim even though you think you’re adequately insured?
Answer: Yep, it’s called the average clause.
In short, if you insure your rebuild cost at £300k but it should be £600k, your insurer may reduce your payout by half. Ouch, that’s a costly mistake. So, if your claim’s only £50k, you might only get £25k.
TIP: Please ensure to use a proper rebuild valuation. Market value’s got nothing to do with it.
9. What’s the first thing insurers look at after a fire, flood or theft?
Answer: Whether you took reasonable care.
A slight judgement in error, like leaving the back door unlocked or ignoring a dodgy boiler for a year, can put your entire claim in jeopardy.
TIP: Make sure to keep receipts for maintenance, security upgrades and repairs to show that you did your bit.
10. Can you reopen an old claim if more damage turns up later?
Answer: Sometimes, but you’ll need to move fast.
If the new damage is clearly linked to the original incident (like water seeping further into walls), you might have a case to reopen the claim. But be aware that insurers do not like to revisit a claim unless they have to.
TIP: For peace of mind, keep documenting your property even after your claim has been settled. And if something new does appear, get expert help straight away.
Need help with your claim?
We hope we’ve given you some valuable insights that will help you navigate your way through your policy. If you need any help, please don’t hesitate to get in touch. You can contact us on our 24/7 helpline 0330 022 9179 or kick-start start your claim now.
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At this point, you would hope that your insurance company is there to help but unfortunately, this is not always the case. We have known families who have felt intimidated by insurers and have been treated as though they have done something wrong, or are in some way to blame for their situation.
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