When you make a claim, you call your broker, who first makes sure everyone is safe and the damage is contained. A loss adjuster may then be appointed, the loss is documented, and the claim is settled by repair, replacement or payment. A good broker stays with you throughout.
Most people only find out what an insurer is really like once something has gone wrong. By then it is too late to choose differently. So here is what a high value home insurance claim with Vanderbilt looks like, step by step, and what we think good looks like.
Step one
The first call after a loss
You call us, whether in the evening or at the weekend, and a person answers who already knows you and your life. Our first priority is not paperwork. It is making sure everyone is safe and that nothing gets worse. We take the basic details, tell you what happens next and what to do in the meantime.
Step two
Stopping the damage getting worse
In the first hours, the aim is to limit the damage. That might mean turning off water, boarding up, arranging emergency repairs and drying, or making the property secure. We'll advise you to do things like keeping receipts for anything you spend and keeping damaged items where you can until they have been seen. Your insurer will often have emergency services it can send.
Step three
What does a loss adjuster do?
Larger claims usually involve a loss adjuster appointed to assess the loss. For a period house, a collection or an unusual property, what matters is that the people involved understand it. We stay across the process so you are not left to manage a team of unexpected visitors on your own.
Step four
Documenting the loss
You will be asked what was damaged or lost, and what it was worth. This is where preparation pays off. Photographs, receipts and up to date valuations for jewellery, art and wine make this step faster and far less stressful. Where items are covered at an agreed value, the figure is already settled.
Step five
Alternative accommodation while repairs are done
If the home cannot be lived in, the policy may cover alternative accommodation. It is worth knowing in advance how much and for how long, because a serious repair can take far longer than people expect.
Step six
Repair, replacement and settlement
Depending on the loss, the outcome is repair, replacement or a cash settlement. With a period property or a collection, that can mean specialist craftsmen and restoration, not simply replacing what was there. We help you through the options and keep checking that what is being proposed is right for you.
A typical case
Imagine a pipe bursting overnight in a period house. The call is made in the morning. Within hours the water is isolated and drying has begun, and the adjuster has been told that the ceilings are lath and plaster rather than plasterboard. That detail changes how the repair is done and who does it. The client deals with one person throughout, not a different department each time.
What good looks like
- One person who stays across the claim from first call to resolution.
- Clear explanations of what is happening and why.
- You are never left chasing for updates.
- Specialists are appointed who understand what you own.
- Decisions explained, with options, not simply handed down.