If you want to claim compensation, you should contact us within four weeks of the incident happening. We aim to respond to the claim within 15 days. If our insurers are involved in the claim, it may take longer to respond, but we will keep you informed of progress.
Things that may affect your claim
Sometimes things happen which are outside our control which means that we cannot meet our standards. We may not pay compensation if this is the case.
Other things that may affect your claim are:
- the loss or damage should be covered by your house contents insurance (whether you have insurance or not)
- the loss or damage was caused by you, someone in your family or a visitor
- the loss, damage or delay was caused by circumstances beyond our control, for example, extreme weather conditions
- the loss or damage was caused by an alteration that you made
- the loss or damage was caused by a neighbour, for example, a flood caused by a neighbour’s washing machine
- we have acted reasonably and met our legal or contractual responsibilities, for example, responding to a burst pipe within 24 hours
- you have failed to take reasonable steps to reduce the loss or damage, for example, by putting a bucket under a leaking pipe
- you have not given us reasonable access to your home
- we rearranged the timescale for carrying out the work.
Complaints
If you are not happy with the way we have dealt with your compensation claim, you can make a complaint.