What homeowners need to know about navigating insurance claims

We’re responsible for arranging the buildings insurance for Anchor homeowners. 

At Anchor we negotiate these costs, which leaseholders pay for as part of their service charge.  We do not benefit financially in any way and simply pass on the fee charged by the insurer. Buildings insurance can cover the cost of the resultant damage to the structure, for scenarios such as leaks or fires.  

Residents will be required to pay the policy excess if they are responsible for the area that is damaged. This will also apply if the damage impacts more than one home. For example, if a water leak damages the flat below, both flats will pay an excess.

Although we arrange your insurance, we cannot control how long it will take to resolve an insurance claim. Understanding what to expect can help residents stay informed and reduce stress.

Every claim is unique; no two claims are the same. 

There is no specific timeframe for how long an insurance claim can take. Timeframes can vary widely depending on the type of claim or the complexity. Small claims such as a plaster repair for a small leak my take only a week or so, but larger claims such as subsidence, where the land under a property sinks, could take over three years.  

This is because multiple parties are involved in investigating, identifying and monitoring the issue; this responsibility is split across contractors, insurers, and investigators. After repairs are completed there will also be a period of post-repair observation to ensure there are no further problems. 

If you have a concern with your property that you believe may be an insurance claim, please speak to your location manager. Please report any repair with your location manager or by contacting our repairs desk on 0800 731 2020. 

Residents are responsible for arranging their own contents insurance, this covers personal possessions, including carpets and furniture. We have arranged a bespoke contents insurance policy with Aviva Insurance Limited which is open to all residents. With this policy you only pay for the level of cover that is right for you. Explore contents insurance with Aviva on our website.