Making a property claim
Find out how to make and track a Commercial Property, Real Estate or Risk Managed claim.
Important information:
For any type of claim, it's important to do what you can to prevent further damage. If you're unable to do so, for example, you have a hidden leak, please call us as soon as possible.
Guidance for making a claim
Useful information about making different types of property claims. Plus what to do if you've experienced a water or oil leak, or theft.
Preparing to make your claim
Before you start your claim
Please check your excess amounts, which are in your policy schedule. This document was sent to you by post or email when you took out your policy.
If you're making a claim on behalf of a policyholder
We'll need them to confirm they are happy for you to register a claim under the policy.
When you register your claim
To help us process your claim quicker, have the following details to hand:
- Your RSA policy number
- What happened and where
- The time and date of the incident or loss
- Details of the loss or damage
- Your VAT status
Buildings or contents claims
Please have the following information ready to help us process your claim:
Buildings damage claims
- Photos of the damage
- Supporting documents, such as repair estimates. This should include details of the repairs needed
Depending on the severity of the damage, we may assign an adjuster to your claim.
Contents damage claims
- Photos of the items being claimed for
Supporting documents such as repair and replacement estimates or invoices for completed repairs
Proof of purchase such as invoices and receipts
Damaged items: Before throwing away any damaged items, please contact our claims team for inspection. If safety is a concern, photograph the damage before disposal.
Stock or business interruption claims
Important information about making a stock or business interruption claim.
Stock claims:
When you make a stock claim, you'll need to provide purchase invoices for the damaged stock.
If you're not making the claim online, you'll need to send us an itemised list of damaged stock. We'll tell you how to provide this when you contact us.
Business interruption:
When you make a business interruption claim you’ll need to provide a copy of the last audited accounts.
This includes the detailed Trading, Profit and Loss account for the last completed financial year.
If you've experienced a water or oil leak
Water or oil leaks, including burst pipes, can lead to substantial damage. Acting promptly is crucial.
What to do if you've experienced a water leak (escape of water) or burst pipe:
- Turn off the water supply immediately to stop the leak. If you're unable to do so, contact a plumber for assistance
- Contact a plumber to locate and repair the leak promptly
- If you're concerned about electrical damage, consult an electrician
- If you're unable to prevent further damage, contact us as soon as possible
What to do if you’ve experienced an oil leak (escape of oil):
- If you detect a strong smell of oil indoors, ventilate the area by opening windows and doors
- If you suspect an oil leak, seek advice from the environmental health department at your local authority
- If possible, shut off your oil supply at the tank immediately
- If the oil has contaminated land, entered drains, or could affect water sources (such as groundwater, ponds, rivers, etc.), contact the environmental health department at your local authority immediately
Important information about making an escape of water claim:
- If you suspect a contractor caused the leak, send us a copy of their estimates or invoices. It would be useful if you also include any relevant evidence such as photos of the pipework
- If the leak was caused by weather freezing the pipe, select weather as the cause when you register the claim
- If there are additional costs for finding the leak (such as removing tiles), we may be able to help if you have trace and access cover. Please provide details of the costs and share any photos you may have
If you’ve experienced theft from your property
Experiencing theft from your property can be incredibly distressing. Rest assured we're here to support you.
If theft occurs on your property, follow these steps:
- Contact the police immediately: Obtain a crime reference number. We'll need this when you make a claim
- Secure your property: Make your property safe and secure following a break-in. If you need assistance, don't hesitate to contact our emergency helpline or the police
Before making a theft claim, remember to:
- Make a comprehensive list of all stolen items
- Collect together relevant receipts or invoices for the stolen items
What happens after you've submitted your claim?
We'll contact you with the next steps, or if we need more information.
We can also put you in touch with an authorised tradesperson if necessary.