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Making a Claim

How to make a claim

It is said that insurance policies are only as good as the claims service support. When you make a claim, you will realise the value that your policy provides.

One of the key benefits of our holiday home insurance policy is our dedicated claims service. We aim to make the whole claims process as stress free as possible, with a speedy settlement. Help and advice is only a phone call away.

Since 1984, we have been assisting holiday home owners through a variety of claims scenarios, both in the UK and overseas. From properties burnt to the ground, floods, liability claims, burglaries and of course the burst pipe claims that cause destruction to holiday homes each year.

In the event that you need to make a claim please follow the procedure outlined below and have your policy number to hand. Further details on how to make a claim are also outlined in the policy wordings.

If you need to make a claim:

• Please telephone us and ask for a claim form as soon as possible, after an event which you may want to claim for. The phone number is 01204 365080
• To speed the process up, you can also download a claim form (PDF) and send it to us.
• Please do not replace damaged items, or get any repair work done before getting authorisation from Schofields - although you should take reasonable steps to prevent further loss or damage at the property e.g. make it secure or stop a pipe from leaking.
• Confirm in writing to Schofields, if required give full details within 30 (thirty) days of the incident together with such information and assistance as Underwriters may reasonably require.
• Immediately notify the police following loss or damage by theft, attempted theft, malicious damage, violent disorder, riots or civil commotion or the disappearance of valuable items.
• Fill in the claim form and return it with any information and estimates for the cost of repairs or replacement we request. All the receipts, estimates, information and evidence you send must be in the form we ask for. Always send us originals and not photocopies, keep copies for your records.
• If you cannot obtain estimates immediately, send the claim form first and send the estimates later.
• Keep all damaged items as we may want to see them. Keep bills for immediate emergency repairs as they may form part of your claim. Take photos to support your claim.

For larger claims loss adjusters are appointed, normally Questgates, who are one of the UK's largest independent adjusters with offices throughout the UK and Europe. They will liaise with local suppliers and builders to ensure a speedy reinstatement.

How to prevent burst pipes and what to do when pipes freeze or burst

Most claims that occur at holiday homes are caused by water damage, either a burst pipe, ingress of water due to storm damage to the roof, or flooding. Since the insurance policy covers loss of rental income, it is in the Underwriters interest to effect repairs quickly, thereby reducing the loss of income claim.

There are several precautions that holiday homeowners can take to prevent burst pipes during unoccupancy - from draining the water and heating system to leaving your heating on. Having a key holder check your property regularly can also reduce the extent of damage caused. This advice on what to do when pipes freeze or burst should also help.

Don't neglect your property - as a policyholder you have a responsibility to take due care and reasonable steps to prevent loss or damage.