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Claims guidance

Please review the list below to find specific guidance relating to the type of claim you wish to make and the information required to progress this as efficiently as possible.

If the type of claim you wish to make is not listed below, please call us and we can provide specific assistance.

Accidental damage to buildings

Unexpected and unintended accidental damage to the buildings caused by sudden and external means.

  • Do not dispose of any damaged property as it may be necessary for it to be inspected.
  • We will usually require two estimates for repair, although we may appoint a loss adjuster or building specialist to inspect the damaged areas and validate the cause.

Accidental damage to contents

Unexpected and unintended accidental damage to the contents caused by sudden and external means.

  • Do not dispose of any damaged property as it may be necessary for it to be inspected.
  • Estimates for replacement items will be required, as well as original receipts.
  • If the claim includes loss or damage for specified items, including valuables; original receipts, valuations or proof of ownership will be required.
  • If you are claiming for damage to a laptop, mobile phone, electronic tablet or games console, our approved specialist will inspect and report on the damage sustained.

Accidental damage to drains or underground services

Unexpected and unintended accidental damage to underground service pipes or cables that provide services to or from the premises and for which you are legally responsible. 

  • If you are claiming for damage to your drains, we can assist by introducing an approved firm of drainage specialists to help investigate the problem.
  • The drainage specialist will attend the site and clear the blockage and/or investigate the cause of the blockage if a repeat problem is suspected.
  • Our specialist supplier will guide you through the process and answer any questions you may have.

Escape of water

Damage to the insured property caused by water that has escaped from a fixed plumbing installation or appliance.

  • To reduce the volume of escaping water, turn off the water at the mains stop cock if it is safe and feasible to do so. You may wish to switch off any heating installations and drain the system by opening taps.
  • Call a professional plumber to undertake repairs as soon as possible and make sure that you or your plumber records the cause and nature of the damage to the pipe. Please note, the damage to the pipe itself will only be covered if it has burst due to freezing.
  • Remove any standing water if it is safe and feasible to do so. Preventing water from soaking into the fabric of your property will speed up any drying process that may be required.
  • Do not dispose of any damaged property as it may be necessary for it to be inspected. If this is not possible for certain items, please take photographs and record details of the items before disposing of them.
  • If the damage is extensive, we may appoint a loss adjuster to investigate whether the claim is covered by the policy, to assess the loss or damage and to manage the claim on our behalf.

Fire and smoke

Damage caused to the insured property as a result of fire or smoke.

  • If the damage is severe, a loss adjuster will be appointed to help manage your claim. Outside of business hours, please call the church helpline number 0800 1388 114 to be directed to a loss adjuster on call who will be able to provide immediate guidance.
  • If you are claiming for damage to the building, we will usually require two estimates for repair, although we may appoint a loss adjuster or building specialist to inspect the damaged areas and validate the cause.
  • If the claim includes loss or damage to contents, estimates for replacement will be required, as well as original receipts.
  • If the claim includes loss or damage for specified items, including valuables, original receipts, valuations or proof of ownership will be required.

Flood and surface water run-off

Damage caused to the insured property because of a flood from a watercourse i.e. stream, river or surface water run-off.

  • If the damage is severe, a loss adjuster will be appointed to help manage your claim. Outside of business hours, please call the church helpline number 0800 1388 114 to be directed to a loss adjuster on call who will be able to provide immediate guidance.
  • A loss adjuster will usually be appointed to inspect the damage and help manage your claim
  • If a loss adjuster is not appointed, we will usually require two estimates for repair.
  • If the claim includes loss or damage to contents, estimates for replacement will be required, as well as original receipts.
  • If the claim includes loss or damage for specified items, including valuables, original receipts, valuations or proof of ownership will be required.

Impact damage

Damage to insured property caused by impact by a vehicle or animal.

  • Any incident involving a third party motor vehicle that has caused damage to your property needs to be reported to the police within 48 hours. The reference number and details of the police station dealing with the incident will be required to make your claim.
  • Where possible please retain details of the vehicle make, model and registration number together with the driver’s name, address and their insurance details.
  • If emergency repairs are necessary to protect your property or to prevent further damage, please proceed as soon as possible and submit the appropriate invoices. Please note, these costs will only be paid if you have a valid claim.
  • Two estimates for repairs should be obtained and submitted to us. These must explain how the damage occurred and the nature of repairs required.

Loss of item

Accidental loss of your insured property.

  • Estimates for replacement items will be required.
  • If the claim includes loss for specified items, including valuables, original receipts, valuations or proof of ownership will also be required.

Malicious damage

Malicious damage when the loss or damage relates to your insured property.

  • It is important to note that all incidents of this nature must be reported to the police within 48 hours. A crime reference number must be obtained and provided together with details of the police station dealing with the incident.
  • If emergency repairs are necessary to protect your property or to prevent further damage, please proceed as soon as possible and submit the appropriate invoices. Please note, these costs will only be paid if you have a valid claim.
  • Do not dispose of any damaged property as it may be necessary for it to be inspected and we will ask you to provide evidence of ownership in support of your claim. 

Storm

Damage to the insured property as a result of a one-off storm event.

  • Well maintained buildings will withstand all but the most extremes of weather. We consider a storm to be strong winds sometimes accompanied by rain, hail or snow. Heavy and persistent rain alone does not constitute a storm.
  • If emergency repairs are necessary to protect your property or to prevent further damage, please proceed as soon as possible and submit the appropriate invoices. Please note, these costs will only be paid if you have a valid claim.
  • We will meet the cost of any damage caused as the sole result of a storm event but will not cover the cost of any maintenance related defect. We will ask you to inform us of the date the damage occurred, and you should be able to demonstrate how storm conditions caused the damage.
  • Two estimates for repairs should be obtained these should clearly explain how the damage occurred and the nature of repairs required.
  • Storm damage to gates, hedges and fences is specifically excluded by your policy.

Subsidence and cracking and movement of buildings

Damage due to a crack or cracks appearing within your buildings.

  • This may be subsidence which can usually be identified when a crack or cracks appear in the buildings caused by a downward movement of a building’s foundations and is usually a result of changes in the volume of subsoil due to an external factor like trees or leaking drains. However, not all cracks to a building are subsidence related. Many are simply due to normal settlement, shrinkage and swelling due to changes in temperature and humidity or building defects such as lintel failure, wall tie failure or roof spread. Subsidence related cracks are usually vertical and diagonal and are wider at the top than at the bottom.
  • You may wish to consult a builder for an opinion as to whether any cracking you have discovered is likely to be subsidence related before you proceed to register a claim against your policy. Alternatively, you can contact our claims department for guidance.
  • The standard excess amount is £1,000 and this will be deducted from any claim payment.

Theft and attempted theft

Theft andattempted theft of your insured property.

  • It is important to note that all incidents of this nature must be reported to the police within 48 hours. A crime reference number must be obtained and provided together with details of the police station dealing with the incident.
  • If emergency repairs are necessary to protect your property or to prevent further damage, please proceed as soon as possible and submit the appropriate invoices. Please note, these costs will only be paid if you have a valid claim.
  • Do not dispose of any damaged property as it may be necessary for it to be inspected and we will ask you to provide evidence of ownership in support of your claim. 
  • For theft of contents, please send original receipts where possible or estimates for replacements.

Legal protection

Commercial legal advice and legal costs and expenses should you experience one of the legal problems covered by section 7 of the policy in relation to your business activities.

The legal protection section of your policy is underwritten by DAS Legal expenses insurance Company Limited.

  • To make a claim under Section 7 – Legal Protection, please call DAS on 0800 1388 114. DAS will ask you about your legal dispute and if necessary, call you back at an agreed time to give you legal advice.
  • If your dispute needs to be dealt with as a claim under Section 7, DAS will give you a claims reference number. At this point they will not be able to tell you whether you are covered but will pass the information to their claims handling teams and explain what to do next.
  • If you prefer to report your claim in writing, you can send it to: Claims department, DAS Legal Expenses Insurance Company Limited, DAS House, Quay Side, Temple Back, Bristol BS1 6NH.
  • Or email newclaims@das.co.uk

For loss of income or business interruption claims relating to coronavirus, please contact your intermediary or the Congregational church department on 01274 700 700 9am – 5pm Monday to Friday, to discuss.

More information may be found under the ‘loss of income tab’ on our ‘Coronavirus – helping policyholders page’.