Home & contents claims

Someone was hurt or their property damaged: what to do and what to gather

Don't admit fault or offer to pay, and pass on any letters straight away.

If someone needs medical help, call 000.

Do this first

1. Get help for anyone who's hurt
2. Record who was involved and what happened, factually
3. Don't admit fault, offer to pay, or negotiate Your insurer handles liability.
4. If you receive a letter or demand, send it to your insurer immediately Don't ignore it. Deadlines can be short.

Who to tell

• Your insurer: Tell them immediately, and before responding to anyone's demand.
• The police: If someone was seriously hurt or a crime was involved.

What to gather

• Names and contact details of everyone involved. Insurers need to know who might claim.
• Photos of the scene and any damage. Shows what happened.
• Your account of what happened, written down while it's fresh. Memory fades fast.
• Any letters, demands or messages received. Must go to your insurer immediately.
• Witness details. A neutral account can help.
• Details of any injuries or medical help. Liability claims often involve injury.

Things that catch people out

• Offering to pay or admitting fault can undermine your cover.
• Never ignore a legal letter. Pass it on immediately.

General guidance only. It isn't your insurer's requirements or financial advice. Always check your policy documents and your insurer's instructions.