The guidance on this site is based on our own analysis and is meant to help you identify options and narrow down your choices. We do not advise or tell you which product to buy; undertake your own due diligence before entering into any agreement. Read our full disclosure here.

Which Insurers Are Most Likely to Reject a Buildings & Contents Claim?

Cheap Home Insurance in Your Area

Quickly compare over 3 dozen UK insurance providers. Only one form to fill out.

{"applyCallToAction":"Get Quotes","defaultSelectedItem":"home","description":"Quickly compare over 3 dozen UK insurance providers. Only one form to fill out.","formType":"Insurance","onCurrent":true,"options":[{"label":"Car Insurance","url":"https:\/\/quote.nimblefins.co.uk\/car-insurance?id=76f4ecd6e1ca7c2f442633593566fdaa","value":"car"},{"label":"Home Insurance","url":"https:\/\/quote.nimblefins.co.uk\/home-insurance?id=76f4ecd6e1ca7c2f442633593566fdaa","value":"home"},{"label":"Motorbike Insurance","url":"https:\/\/quote.nimblefins.co.uk\/bike-insurance?id=76f4ecd6e1ca7c2f442633593566fdaa","value":"motorbike"},{"label":"Pet Insurance","url":"https:\/\/www.nimblefins.co.uk\/redirect?link=https%3A%2F%2Fwww.comparecover.com%2Fxml%2Faffiliate.cfm%3Faffiliate%3Dnimblefins%26affiliatenumber%3D223%26type%3Dpet","value":"pet"},{"label":"Travel Insurance","url":"https:\/\/www.nimblefins.co.uk\/redirect?link=https%3A%2F%2Fwww.comparecover.com%2Fxml%2Faffiliate.cfm%3Faffiliate%3Dnimblefins%26affiliatenumber%3D223%26type%3Dtravel","value":"travel"}],"title":"Cheap Home Insurance in Your Area"}

If yours is one of the 2 million home insurance claims submitted in the UK this year, your biggest question is probably—will my claim be accepted or will it be denied? To give you some perspective, around 90% of home insurance claims are successful. This number has been on the rise as consumers become better at understanding what they are covered for, thereby reducing the number of declined claims.

In order to understand how claims data varies by insurer, we gathered data from the Financial Conduct Authority's most recent study on General Insurance value measures. You may want to keep this information in mind when it comes time to choosing a home insurance company, in addition to other factors such as features & benefits, prices, excess, complaints volumes, etc.

Average Buildings and Contents Claims Data

According to FCA data, the average successful buildings & contents claim was around £3,850. These numbers reflect direct pay-outs to policyholders and costs incurred by insurers (e.g., when the insurer pays a tradesman directly to resolve an issue). These are average numbers only—in actual fact, individual claims can fall anywhere from hundreds of pounds up to tens of thousands of pounds, or more.

Around 92% of buildings & contents claims are accepted on average, but this statistic varies from insurer to insurer.

Worst Claims Acceptance Rates: Brit Syndicates, Ageas, Great Lakes, St Andrew's, CIS, Lloyds, Tesco and Zenith have some of the worst rates of the group, with less than 90% of claims accepted.

Best Claims Acceptance Rates: On the other hand, Aviva, Cornish Mutual, Gresham Insurance, Hiscox, The Salvation Army, Royal & Sun Alliance, Liberty, The National Farmers' Union Mutual and Zurich accept the highest proportion of claims, with the last four accepting over 97.5% of buildings & contents claims.

Which Home Insurance Companies Are Most/Least Likely to Pay Out?Claims acceptance rate
Worst Claims Acceptance RatesBrit Syndicates Limited80% to 82.4%
Ageas Insurance Limited82.5% to 84.9%
Great Lakes Insurance SE (FRN 769884)85% to 87.4%
St Andrew's Insurance Plc85% to 87.4%
CIS General Insurance Limited87.5% to 89.9%
Lloyds Bank General Insurance Limited87.5% to 89.9%
Tesco Underwriting Limited87.5% to 89.9%
Zenith Insurance Plc87.5% to 89.9%
Best Claims Acceptance RatesAviva Insurance Limited95% to 97.4%
Cornish Mutual Assurance Company Limited95% to 97.4%
Gresham Insurance Company Limited95% to 97.4%
Hiscox Insurance Company Limited95% to 97.4%
The Salvation Army General Insurance Corporation Ltd95% to 97.4%
Zurich Insurance PLC97.5% to 100%
Liberty Insurance Limited97.5% to 100%
Royal & Sun Alliance Insurance Plc97.5% to 100%
The National Farmers' Union Mutual Insurance Society Limited97.5% to 100%

How Have Claims Changed?

The average home claim is nearly £600 higher now than compared to two years ago. The incidence of claims is also higher by nearly 0.5%. Fewer claims are accepted, however, with average home claim acceptance rates dropping a touch from 93% to 92.2%.

Home Claims Rates 2017 vs. 2019Average Claims FrequencyAverage Claims Acceptance RateAverage Claim Pay Out
Average 20175.1%93%£3,283
Average 20195.6%92.2%£3,857
Difference+0.5%-0.8%+£574

Why Are Home Insurance Claims Rejected?

Homeowners can take steps to increase the odds that their claims are not rejected by understanding some of the common exclusions. One of the biggest reasons for denied claims is when damage is caused by wear and tear or a lack of maintenance. Examples of your claim being denied due to wear and tear or lack of maintenance include the following conditions (most of which can result in water entering the structure during a storm):

  • Age and condition of a flat (e.g., felt) roof
  • Blocked gutters
  • Damaged rendering
  • Slipped roof tiles
  • Damaged cement around chimneys

To help ensure that you can successfully claim on any damage to your home, be sure to keep your home well maintained, with gutters cleaned regularly. Also, if you have specified certain home security devices on your policy, such as a burglar alarm, extra locks or smoke detectors, be sure these are functioning properly and in active use or certain claims (e.g., theft due to burglary) may be rejected.

According to the Association of British Insurers (ABI), 72% of households have some form of contents insurance, with the median expenditure approximately £128 per year; 56% of households bought combined buildings and contents insurance, spending approximately £300 in premiums. Whichever kind of cover you've purchased, make the most out of it by reading through your terms and conditions to find any exclusions, such as those mentioned above, which may render a claim invalid.

Methodology

We gathered the most recently available FCA General Insurance value measures data, published January 2019. We pulled out data for buildings and contents cover, and removed data points for firms that primarily deal in specialist or high worth business, as these values tend to skew the results for the "average" household. From there, we averaged the low and high ends of the data bands to calculate an average, or mid point, across claims frequencies, claims acceptance rates and claim pay outs. See the table below for data on all firms in the FCA study.

FCA General Insurance Value Measures Data

FirmAverage Claims FrequencyAverage Claims Acceptance RateAverage Claim Pay Out
Liberty Insurance Limited6.20%98.75%£4,250
Royal & Sun Alliance Insurance Plc6.20%98.75%£3,250
The National Farmers' Union Mutual Insurance Society Limited8.70%98.75%£6,750
Zurich Insurance PLC6.20%98.75%£4,250
Aviva Insurance Limited3.70%96.20%£3,750
Cornish Mutual Assurance Company Limited13.70%96.20%£2,250
Gresham Insurance Company Limited6.20%96.20%£3,750
The Salvation Army General Insurance Corporation Ltd3.70%96.20%£4,250
Allianz Insurance plc6.20%93.70%£3,750
Amtrust Europe Limited6.20%93.70%£3,250
Ecclesiastical Insurance Office Plc11.20%93.70%£7,750
esure Insurance Limited3.70%93.70%£3,750
Liverpool Victoria Insurance Company Limited3.70%93.70%£4,250
UK Insurance Ltd6.20%93.70%£2,750
Admiral Insurance (Gibraltar) Limited3.70%91.20%£2,750
AXA Insurance Uk Plc3.70%91.20%£3,750
Axis Capital/ Novae Syndicates Limited3.70%91.20%£3,750
Canopius Managing Agents Limited3.70%91.20%£5,750
Covea Insurance plc3.70%91.20%£3,750
Legal and General Insurance Limited3.70%91.20%£2,250
CIS General Insurance Limited6.20%88.70%£3,250
Lloyds Bank General Insurance Limited6.20%88.70%£3,750
Tesco Underwriting Limited3.70%88.70%£1,750
Zenith Insurance Plc6.20%88.70%£3,750
Great Lakes Insurance SE3.70%86.20%£3,250
St Andrew's Insurance Plc3.70%86.20%£6,750
Ageas Insurance Limited3.70%83.70%£3,750
Brit Syndicates Limited8.70%81.20%£1,750
Average5.58%92.19%£3,857

Who Underwrites Your Home Insurance?

To figure out which firm is the underwriter behind your insurance provider, find your provider's name in the following table. Once you identify the underwriting firm, you can use the table above to find their claim statistics.

Distributors/BrandsFirm
606HISCOX Insurance Company Limited
AACIS General Insurance Limited
AACovea Insurance plc
Age UKAgeas Insurance Limited
AJGIBLAxis Capital/ Novae Syndicates Limited
Alan BoswellThe Salvation Army General Insurance Corporation Limited
Alan BoswellEcclesiastical Insurance Office Plc
AplanZenith Insurance Plc
AvantiaAXA Insurance Uk Plc
AXA InsuranceAXA Insurance Uk Plc
B&VEcclesiastical Insurance Office Plc
BarclaysGresham Insurance Company Limited
BGLCovea Insurance plc
BGLAgeas Insurance Limited
BGLLegal and General Insurance Limited
BlueshieldThe Salvation Army General Insurance Corporation Limited
BoSLloyds Bank General Insurance Limited
BoSSt Andrew's Insurance Plc
ChurchillUK Insurance Ltd
ClearchoiceRoyal & Sun Alliance Insurance Plc
ConnellsAgeas Insurance Limited
CornhillAllianz Insurance plc
CountrywideAXA Insurance Uk Plc
CountyThe Salvation Army General Insurance Corporation Limited
DirectLegal and General Insurance Limited
Direct homeGresham Insurance Company Limited
Endsleigh (Leonardo)Zurich Insurance PLC
F2PAllianz Insurance plc
Geo Underwriting Services LtdAxis Capital/ Novae Syndicates Limited
Grove & DeanZenith Insurance Plc
HalifaxLloyds Bank General Insurance Limited
Harrison BeaumontThe Salvation Army General Insurance Corporation Limited
Horizon (UW) LimitedCanopius Managing Agents Limited
HSBCAviva Insurance Limited
IFA sub brokersAmtrust Europe Limited
Inet3 Magenta HomeAxis Capital/ Novae Syndicates Limited
Insurance Factory LtdZenith Insurance Plc
John LewisCovea Insurance plc
John LewisRoyal & Sun Alliance Insurance Plc
KGM Underwriting Services LtdCanopius Managing Agents Limited
Marks & SpencerAXA Insurance Uk Plc
MIS Claims LtdGreat Lakes Insurance SE
Money SupermarketCIS General Insurance Limited
Money SupermarketLegal and General Insurance Limited
MorethanRoyal & Sun Alliance Insurance Plc
NationwideUK Insurance Ltd
NatWestUK Insurance Ltd
NW BrownEcclesiastical Insurance Office Plc
PaymentshieldAllianz Insurance plc
PaymentshieldRoyal & Sun Alliance Insurance Plc
PaymentShieldZurich Insurance PLC
Paymentshield LtdGreat Lakes Insurance SE
PearlLloyds Bank General Insurance Limited
Pen AffinityAgeas Insurance Limited
Pen Underwriting LimitedAxis Capital/ Novae Syndicates Limited
PG InsuranceEcclesiastical Insurance Office Plc
Plum Underwriting LimitedCanopius Managing Agents Limited
Post OfficeCIS General Insurance Limited
PrivilegeUK Insurance Ltd
Provincewide MarshBrit Syndicates Limited
Q Metric GroupGreat Lakes Insurance SE
Quote Me HappyAviva Insurance Limited
Quoteline DirectZenith Insurance Plc
Rent guard Home and TravelBrit Syndicates Limited
RetailAmtrust Europe Limited
SAGACIS General Insurance Limited
SAGALloyds Bank General Insurance Limited
Saga Services LtdCovea Insurance plc
SainsburysSt Andrew's Insurance Plc
SantanderAviva Insurance Limited
Sheilas' Wheelsesure Insurance Limited
Source InsuranceGreat Lakes Insurance SE
SwintonLegal and General Insurance Limited
SwintonAllianz Insurance plc
Towergate Underwriting Group LtdCanopius Managing Agents Limited
TSBAviva Insurance Limited
Uinsure Home InsuranceAxis Capital/ Novae Syndicates Limited
WessexZurich Insurance PLC
Zurich Private ClientsZurich Insurance PLC
AvivaAviva Insurance Limited
AXA DirectAXA Insurance Uk Plc
Bluefin Insurance Services LtdCanopius Managing Agents Limited
Broker DirectZurich Insurance PLC
Coast/Park HomesBrit Syndicates Limited
Compare the MarketLegal and General Insurance Limited
Cornish MutualCornish Mutual Assurance Company Limited
DirectCIS General Insurance Limited
Direct Group LimitedGreat Lakes Insurance SE
Direct Group LtdAxis Capital/ Novae Syndicates Limited
Direct homeHISCOX Insurance Company Limited
Direct LineUK Insurance Ltd
esureesure Insurance Limited
EUI LimitedAdmiral Insurance (Gibraltar) Limited
Finer WoolwichGresham Insurance Company Limited
Fresh InsuranceZenith Insurance Plc
HalifaxSt Andrew's Insurance Plc
Home & LegacyAllianz Insurance plc
Home & LegacyEcclesiastical Insurance Office Plc
LloydsLloyds Bank General Insurance Limited
LV= DirectLiverpool Victoria Insurance Company Limited
Nationwide Building SocietyRoyal & Sun Alliance Insurance Plc
NFU MutualThe National Farmers' Union Mutual Insurance Society Limited
NI Hughes HomeLiberty Insurance Limited
RIASAgeas Insurance Limited
SAGICThe Salvation Army General Insurance Corporation Limited
SwintonCovea Insurance plc
Tesco BankTesco Underwriting Limited

FAQs

Yes, home insurance claims follow you because they're added to the Claims and Underwriting Exchange (CUE), which are shared databases used by the insurance industry to verify an individual's household, motor or personal injury claims history.
Yes, your home insurance premium can increase after you claim. Plus you can lose your no claims discount if it wasn't protected. As a result, it only makes sense to claim if the claim amount is significantly higher than the excess.
Some home insurers let you protect your no claims bonus for an additional premium, but not all.

Cheap Home Insurance in Your Area

Quickly compare over 3 dozen UK insurance providers. Only one form to fill out.

{"applyCallToAction":"Get Quotes","defaultSelectedItem":"home","description":"Quickly compare over 3 dozen UK insurance providers. Only one form to fill out.","formType":"Insurance","onCurrent":true,"options":[{"label":"Car Insurance","url":"https:\/\/quote.nimblefins.co.uk\/car-insurance?id=76f4ecd6e1ca7c2f442633593566fdaa","value":"car"},{"label":"Home Insurance","url":"https:\/\/quote.nimblefins.co.uk\/home-insurance?id=76f4ecd6e1ca7c2f442633593566fdaa","value":"home"},{"label":"Motorbike Insurance","url":"https:\/\/quote.nimblefins.co.uk\/bike-insurance?id=76f4ecd6e1ca7c2f442633593566fdaa","value":"motorbike"},{"label":"Pet Insurance","url":"https:\/\/www.nimblefins.co.uk\/redirect?link=https%3A%2F%2Fwww.comparecover.com%2Fxml%2Faffiliate.cfm%3Faffiliate%3Dnimblefins%26affiliatenumber%3D223%26type%3Dpet","value":"pet"},{"label":"Travel Insurance","url":"https:\/\/www.nimblefins.co.uk\/redirect?link=https%3A%2F%2Fwww.comparecover.com%2Fxml%2Faffiliate.cfm%3Faffiliate%3Dnimblefins%26affiliatenumber%3D223%26type%3Dtravel","value":"travel"}],"title":"Cheap Home Insurance in Your Area"}

Comments