When it comes to a property claim, our dedicated Personal Property claims team are here to support you and your clients. Whether affected by flood, fire, subsidence or theft, our dedicated claims handlers are here to guide you and your clients through the claims process. Our claims handling service, combined with the experience of our inhouse desk property surveyors, property field assessors and major loss consultants means we can help to progress claims as smoothly and efficiently as possible.
Help us to handle your client's claim
Let us know about the claim as soon as possible.
Regardless of the nature of the incident, help us to handle your client's claim quickly by notifying us promptly and providing as much key information as you can.
This will help us to assess the claim and route it appropriately, especially if additional internal or external expertise is required.
Where possible, when notifying the claim, please provide us with:
Policy number
Name/address/contact information
Schedule/policy wording (if broker held)
Date and location of damage/loss
Circumstances - what happened, what has been affected and who is affected?
Who is the main contact for the duration of the claim? - e.g. policyholder or broker
Third party details (if applicable)
Any special considerations/hazards - e.g. customer has additional support needs/vulnerabilities, property not secure or uninhabitable
Any supporting information - e.g. photos, CCTV, estimates, crime reference numbers (if applicable)
Guidance by claim type peril
For more guidance on specific information we may need from you and your clients, search for your claim type below. When we're notified of a claim, providing us with specific information (alongside the key information detailed above), may help us to progress the claim more quickly.
Accidental Damage or Loss
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please try to provide us with the following details:
What was damaged or lost? Please confirm make, model and age.
Original purchase receipts, or other proof of ownership, and repair/replacement estimates.
Details who owns the items being claimed for and if they're responsible for repairs.
Is the damaged item beyond repair? Has a specialist report been obtained? e.g. for a laptop.
If damage is to a building, what's the extent of damage? How many rooms are affected?
Room measurements/dimensions and photos of the damage. Have estimates been obtained?
Was the property occupied? If not, when was it last occupied?
Business Interruption
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
Did the business close or reduce trading? If it closed, for how long? If reduced trading, by what percentage?
Is the business still affected? What are the start and finish dates and times of any interruption?
What's the extent of the loss (e.g. loss of revenue/reduction in turnover)? Does this estimated loss include VAT? How was this calculated and what does the loss include?
What's the annual turnover?
What's the rate of gross profit?
Are there specific trading conditions we should be aware of e.g. is the loss based on a busy period that will not be repeated during the indemnity period
Has any action been taken to minimise the loss? If yes, please explain e.g. overtime, temporary premises, hire of equipment etc.
What savings have there been during the period of interruption?
Please provide the most recent trading profit loss account which should include the breakdown of the income and expenditure.
We'll require details of takings before and after the incident and data for the same period the previous year.
Contract Works
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
What was damaged or lost? Please confirm make, model and age. Settlement will be on an indemnity basis (the cost of replacement or repair of the property lost or damaged to a condition as good as its condition immediately prior to the damage).
Please provide details and original purchase receipts, or other proof of ownership, and repair/replacement estimates:
The Works: please send us a copy of the contract to confirm responsibility for the damage.
Own Plant: is the Plant registered with the TER (The Equipment Register)? If so, what’s the registration number?
Hired Plant: is the Plant registered with the TER (The Equipment Register)? If so, what’s the registration number? Please send us a copy of the hire agreement.
Tools: Who owns these? If they're an employee’s tools, do they have their own insurance?
Was the incident reported to the police? We’ll need the crime reference number and the address of the police station dealing.
Escape of Water
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
What caused the escape of water?
Has the leak been identified and repaired?
What's the extent of damage? How many rooms are affected?
Please provide room measurements/dimensions and photos of the damage. Has the client got estimates for repair costs?
Is the property uninhabitable?
Have any contents been damaged? Please provide details and original purchase receipts, or other proof of ownership, and replacement estimates.
Was the property occupied? If not, when was it last occupied?
Is there a potential recovery e.g. leak from third party property, escape of water from an appliance, or recent works in the vicinity of the leak? Please provide details of any potential liable third party and any evidence such as purchase invoices or invoices for works in the area.
Fire
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
Did the fire brigade attend? Who called them? When were they called?
Is it known how it started? If so, please provide details. Please ensure that the area is preserved for forensic examination.
How severe is the damage? How many rooms are affected? Is there potentially structural damage e.g. floors or roofs are damaged, walls are unstable? Is the property safe to enter? Is there any potential materials containing asbestos?
Is the property secure?
Is the property uninhabitable?
What’s the construction and age of the building? Is it listed?
Please provide us with room measurements/dimensions and photos of the damage. Have estimates been obtained?
Have any contents been damaged? Please provide details and original purchase receipts, or other proof of ownership, and replacement estimates.
Is there a potential recovery e.g. fire spread from third party property, fire started in an appliance, or there were recent works in the vicinity of the fire? Please provide details of any potential liable third party and any relevant evidence.
Flood
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
Where did the water originate from and what's the proximity to the risk address e.g. river bursting its banks or an overflowing drain?
Was there advance warning? What preventative actions were taken? E.g. sandbags, moving contents out of reach of the flood water.
How high did water rise inside property? Is it still flooded?
What's the extent of damage? How many rooms are affected? Is there a basement?
Please provide room measurements/dimensions and photos of the damage. Have estimates for repairs been obtained?
Is the property uninhabitable?
Have any contents been damaged? Please provide details and original purchase receipts, or other proof of ownership, and replacement estimates.
Goods in Transit
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
What goods were being carried and who was the owner of these?
When were the goods picked up and where from? What was the destination? Please forward any relevant documentation.
Who carried the goods?
If the insured, what vehicle was being used - please confirm the make, model and registration number.
If a carrier, please provide full details and a copy of the conditions of carriage.
If applicable, has a claim been made against the carrier? If so, has compensation been received?
What is the value of the lost or damaged goods? Please provide evidence to support this.
Do the damaged goods have any salvage value?
Was the incident reported to the police? We’ll need the crime reference number and the address of the police station dealing.
Impact
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with:
When and where the impact happened? What has been damaged?
Has damage been caused by someone else? Please provide other persons' details, e.g. full name, vehicle registration number, vehicle insurer
Please describe the damage and provide photos and estimates for repair. Is the building structurally sound?
Is the property secure?
Was the incident reported to the police? Please provide contact details and a reference number, if applicable.
Let Properties and Leases
When notifying us of your claim, please provide as much of the above key information as possible.
Please clarify the relationship between the involved parties and provide a copy of the relevant lease(s).
Please advise if any alterations have been made and if there is a specific agreement in place regarding these alterations?
Loss of Rent or Alternative Accomodation
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
Please clarify who occupies the affected residential unit(s), and forward copies of the relevant tenancy agreements, if applicable.
Malicious Damage
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
The damage caused alongside photos and estimates for repair.
Is the property secure?
Have there been previous similar incidents?
Was the property occupied? If not, when was it last occupied?
When was the incident reported to the police, and did they attend? Please provide the Crime Reference Number.
Has the perpetrator(s) been identified? If so, please provide details.
Storm
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
What damage was noticed and when?
Please provide photos of the damage.
What's the age and construction of the roof?
Have tiles or slates been dislodged? Roughly how many?
Have emergency repairs been carried out? If so, please provide the invoice. Is water getting into the property?
What's the extent of the internal damage? How many rooms are affected?
Please provide room measurements/dimensions and photos of the damage. Are there any repair estimates?
Is the property uninhabitable?
Have any contents been damaged? Please provide details and original purchase receipts, or other proof of ownership, and replacement estimates.
Have there been any previous problems with the roof, or have any repairs/maintenance been carried out recently?
Subsidence
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with:
When was the damage first noticed?
Please describe the damage, where it's located, and provide photographs to enable an initial assessment. If there's a diagram or plan of the building, please highlight the affected area.
Is there vegetation in the vicinity, or have there been problems with underground services? Has any construction work been carried out nearby? If so, please provide details.
Could a neighbour’s tree(s) be implicated in the damage?
Fortunately, evidence of cracking is often not subsidence related. Potential subsidence claims will be investigated by specialist loss adjusters. Please note that there is only cover for subsidence damage to property such as boundary walls and car parks etc. if damage also occurs to the building to which they are associated.
Theft
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
Who discovered the loss and when?
How and where was entry gained? Is there evidence of forcible and violent entry into, or exit from, the property? Please provide details and supporting photographs.
When was the incident reported to the police, and did they attend? Please provide the Crime Reference Number.
Was the property occupied? If not, when was it last occupied?
What has been stolen and from where in the property?
Please list all the items being claimed for and provide original purchase receipts, or other proof of ownership, and replacement estimates.
If the theft occurred away from the premises:
Please provide full circumstances. When was the item last seen?
Was the theft from a vehicle? If yes, was the vehicle unattended? Where in the vehicle was the item? Where was the vehicle when the item was stolen? Was the vehicle securely locked? What damage was sustained to the vehicle? Please provide photos of the damage.
Underground Services
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, please keep the following points in mind:
The customer is responsible for maintaining or repairing any drains inside the boundaries of their property - these are private drains. The customer doesn’t have to maintain or repair lateral drains that they share with their neighbour - their water company is responsible for these.
Cover is provided for accidental damage to pipes and cables etc. for which the policyholder is legally responsible.
Please contact us urgently so that we can instruct our specialist supplier.
Make a claim
You and your clients can notify us of a Personal Property Claim either online or via your claims contact.
You can notify us by calling 0800012345*, email or online. We'll assess your client's claim and guide you through the next steps to help get them back to normal, as soon as possible.
If it's an emergency, our lines are open 24 hours a day so we're there for when you and your clients need us the most.
Online
Log in or register for Aviva Broker to notify us of a new claim
*Calls to 0800 numbers from UK landlines and mobiles are free. For our joint protection telephone calls may be recorded and/or monitored.
Existing claims
Looking for an update on an existing claim?
Log into Aviva Broker and select 'Track Claim'. You can view a snapshot of activity on an outstanding claim for up to the last 90 days and gain real time updates on how the claim is progressing.
