Most buildings insurance policies cover subsidence, but the claims process can be slow and confusing if you don't know what to expect. This guide walks you through every stage, explains what insurers are looking for, and highlights the common pitfalls that delay or reduce claims.
We've worked alongside every major UK insurer on hundreds of Hertfordshire claims. This is the practical advice we give our own clients.
Before You Claim: Document Everything
Your claim starts with evidence. Before picking up the phone to your insurer, spend 30 minutes doing this:
- Photograph every crack — use a ruler or coin for scale. Include close-ups and wide shots showing context
- Date everything — write the date on the photo or keep a dated log
- Note when you first noticed each issue — insurers will ask
- Check for patterns — do cracks open in summer? Are they all on one side of the house?
- Record sticking doors/windows — video is ideal evidence
This documentation serves two purposes: it proves the damage exists, and it establishes a timeline of progression — which is what insurers use to confirm genuine subsidence.
Step 1: Notify Your Insurer
Contact your buildings insurer as soon as you suspect subsidence. Most policies require "prompt notification" and delays can complicate your claim.
What to tell them: - The type and location of damage - When you first noticed it - Whether the damage has progressed - Whether there are trees near the property - Any relevant history (previous claims, nearby building work)
What they'll tell you: - Your policy excess (typically £1,000 for subsidence — much higher than standard claims) - Who will handle the claim (usually a specialist loss adjuster) - The next steps and rough timeline
Step 2: The Loss Adjuster's Investigation
Your insurer will appoint a loss adjuster — an independent specialist who investigates the claim on the insurer's behalf. They'll arrange:
- Site visit — to inspect the damage and the property
- Crack monitoring — usually tell-tale gauges fixed across the main cracks
- Level survey — measuring whether the building has moved
- Soil investigation — sometimes including trial pits or boreholes
- Drainage survey — CCTV survey of drains to rule out leaks as the cause
Step 3: The Monitoring Period
This is where most homeowners get frustrated. Insurers typically monitor cracks for 12 months before approving repairs. The reason is sound: they need to see a full seasonal cycle to confirm the pattern of movement and rule out other causes.
| What Monitoring Shows | What It Means |
|---|---|
| Cracks open in summer, close in winter | Clay shrinkage subsidence (most common in Hertfordshire) |
| Cracks open progressively regardless of season | Possible drain leak, washout, or structural failure |
| Cracks stable with no change | Settlement has stopped — cosmetic repair only |
| Movement only after heavy rain | Possible drainage issue or washout |
During monitoring: - Do not carry out any repairs without your insurer's written approval — this can void your claim - Do not remove trees without approval — even if they appear to be causing the problem. Tree removal can cause heave, which creates new damage - Do report any new damage promptly - Do allow access for monitoring visits
Step 4: Agreeing the Repair Method
Once the cause is confirmed, your insurer will approve a repair method. Common approaches include:
- Resin injection — increasingly preferred by insurers for clay shrinkage cases
- Traditional underpinning — for more severe or complex cases
- Tree management — crown reduction or root barriers if trees are the primary cause
- Drainage repair — if leaking drains caused the ground movement
Your rights: You can request a specific repair contractor. If your insurer's appointed contractor doesn't specialise in subsidence, you're entitled to ask for a specialist. We're regularly appointed by homeowners and insurers alike.
Step 5: Structural Repairs and Reinstatement
Once the structural repair is complete, your policy also covers cosmetic reinstatement:
- Replastering cracked walls
- Redecorating affected rooms
- Replacing damaged floor coverings
- Rebuilding damaged brickwork
- Making good the garden after any excavation
This is often handled as a separate phase, and you can usually choose your own decorator.
Common Pitfalls to Avoid
- Don't accept a cash settlement too quickly. Insurers sometimes offer a lump sum instead of managing the repairs. Make sure you understand the full cost of what's needed before agreeing — cash settlements are often lower than the actual repair cost
- Don't confuse your excess with a rejection. Paying the £1,000 excess doesn't mean the rest isn't covered
- Don't delay notification. Waiting months to report damage gives insurers grounds to question the claim
- Don't instruct your own contractors without approval. Any work carried out without insurer consent may not be reimbursed
How Long Does the Whole Process Take?
| Stage | Typical Timeline |
|---|---|
| Initial notification to site visit | 2–4 weeks |
| Monitoring period | 12 months (sometimes 6 if clear-cut) |
| Agreeing repair method | 2–4 weeks |
| Structural repair | 1 day (resin) to 8 weeks (underpinning) |
| Cosmetic reinstatement | 2–6 weeks |
| Total | 18–24 months |
It's a long process, but the result is a professionally repaired, structurally certified property at no cost beyond your excess.
How We Help With Insurance Claims
We work with all major insurers and can be instructed either by you or by your insurer directly. Our service includes:
- Detailed survey reports designed to satisfy insurance requirements
- Liaison with loss adjusters and structural engineers
- Expert witness and second-opinion reports if you disagree with your insurer's findings
- Fast turnaround on repair works once approved