Business insurance property claims
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Property claims guidance
This guidance page is dedicated to helping you understand what to expect when making a property insurance claim on behalf of your organisation. It provides the information and support you'll need as we endeavour to make your claims experience as collaborative, personal, clear and effortless as possible.
During your claim we may ask you for some or all of the following:
- Your policy number
- The full address of the affected property
- A description of what happened
- A list of damaged items and the cost of them when new (proof of purchase)
- A crime reference number for theft and malicious damage claims
- Any supporting documentation you have available
At Zurich, we want to be clear on situations that may arise which may not be covered under your policy. It’s important to check your policy documents for the specific exclusions on your policy.
Our policies are designed to protect you against the risk of things happening unexpectedly such as fire, theft, flood and storm.
There are however limits to what we’ll and cover and what we won’t.
It is not a substitute for proper upkeep or for things wearing out, breaking down or failing because of lack of maintenance.
What is wear and tear?
All buildings will gradually deteriorate over time through exposure to the elements, while contents deteriorate through their daily usage.
As a result of this, most policies will have a wear and tear exclusion that means any damage caused naturally over a period of time would not be covered. As an example this means that we will not provide cover for things such as defective rendering, repointing chimneys or general roof maintenance.
The guttering on my property is broken- will I be covered?
All buildings will gradually deteriorate over time through exposure to the elements, while contents deteriorate through their daily usage.
If over time the guttering on a property becomes worn and breaks it would need to be replaced by the policyholder. This is because the damage has occurred as part of the buildings normal usage and has not been caused by an insured peril. If, however the guttering was in a good condition but was broken by extreme storm conditions, the insurance policy would cover the damage.
It is also worth knowing that most items of contents are covered on a new for old basis except for clothing and household linen where deductions for wear and tear may also apply. This means that in the event of a claim you may not receive the full amount for those items that it would cost to replace the item as new. Wear and tear may occur to anyone’s property or belongings over time through ordinary use. It is your responsibility to keep your home and contents in a good state of repair.
- My property has water damage from a burst/leaking pipe tank or appliance (153.0 KB/PDF)
- My property has been damaged in a fire (148.9 KB/PDF)
- My property has been flooded following bad weather (147.4 KB/PDF)
- My property has impact damage (144.8 KB/PDF)
- My property has been broken into (148.1 KB/PDF)
- My property has been damaged in a wind storm (148.8 KB/PDF)
- My property has cracking/movement (144.4 KB/PDF)
- Preventative measures claims guide (2.1 MB/PDF)
Where can I find my stop tap?
If the problem involves escaping of water (e.g. a burst pipe), you'll need to try to stop the leak or turn off the water supply as soon as you can to reduce any damage. Stop taps (also sometimes called a stop valve or stopcock) turn off your water supply and are usually found in the following places:
- kitchen sink
- kitchen cupboard
- downstairs bathroom or toilet
- garage or utility room
- cellar
- under the stairs
Turn the valve clockwise to turn off the water supply. It may take a few minutes for the water to stop altogether.
Next steps
Please take photos of the damage and point of origin of the leak if you can and keep any damaged fittings/parts. This will help with your claim further down the line.
Please be aware that if a tradesman is sent to your property, and you do not have optional Home Emergency Expenses cover, you will be responsible for all the cost incurred.
Tradesmen visiting your home have no authority to advise what is, or is not covered by your policy and you will be expected to pay the tradesman for work undertaken.
If the damage is covered by your policy, Zurich will reimburse you for the cost, less any policy excess that may apply.
What to expect when you make a claim
Making a claim can sometimes seem stressful, especially if you’ve not had to claim before. Our short video will walk you through your property claim, showing how we’re here to help every step of the way.
Life can be unpredictable and when it comes to property claims, it's important to be prepared because we know claims happen. When a claim happens, it's important you tell us as soon as you can so we can help you. You can get in touch with us online or over the phone. We'll be in touch as soon as possible to let you know what happens next and what you need to do.
We'll let you know if a claim is covered under your policy or if we need more information. We'll ask you to give us as much information as possible to help us look into your claim. If you can take any photos of what’s happened this always helps. Depending on what's happened, we may arrange some extra support for you to help with your claim and fix the damage. This might be from a loss adjuster or a specialist contractor.
Here's an example:
A pipe has burst and there's water everywhere. We'll ask some questions about what happened, what's damaged and check the leak has stopped. Depending on the extent of the damage, we may use our network of specialists to help with professional drying and getting everything back to normal. Our specialists will then let you know what repairs are needed. We'll then discuss your options, including using our network of repairers. Or, if possible, you can use your own builder to carry out the repairs. If your contents are covered by Zurich and have been damaged by the leak, we'll work with you to get them restored, repaired or replaced.
Sorting out claims isn't always a quick process, and we know this can be a daunting time, particularly if you have to leave your home while repairs are being carried out. But don't worry, Zurich and our network of specialists are here to help. We're always happy to answer any queries, big or small.
One thing's for sure, we'll be here every step of the way.