How to make a claim with Pilk

A life preserver on a sandy beach

Making a claim – important points to note

  • All claims are different and therefore the process and timescales will vary depending on the specific needs of the claim.
  • If your claim relates to damage to your property or vehicle assistance, it will be managed by our claims provider Cunningham Lindsey (see ‘How do I claim?’ in our FAQs for contact details).
  • If the claim involves injury or requires legal professionals, it’s likely you’ll be put in touch with our claims providers Langley’s and Lexelle, who will manage aspects of the process.
  • Be aware that claims can be complicated, particularly in the event of fire or escape of water. In these cases, the cause isn’t always easy to establish.
  • Legally, you can only claim on one insurance policy, so in cases such as fire or escape of water where the cause is unclear, we may ask you to make a claim through your main home insurer since they are your primary provider.
  • If your main home insurance policy does not cover the claim because the incident was found to have been caused by your guest, you will be able to make a claim through your Pilk policy. However, it’s likely we’ll need written confirmation from your insurer before we can consider your claim.
  • Making a claim can be stressful but try to stay calm. The more complex the claim, the longer it will take us to resolve but remember that we’re here to help you.
  • Be honest, try to be helpful and above all, be yourself. If you follow the above points we’ll try to make claiming as painless as possible so that we can get you back to where you were before it happened.

Of course, we hope everything goes to plan with your hosting activity and the need never arises to make an insurance claim. As they say, prevention is better than cure, and reading these tips should help you manage your insurance risk from hosting. However, should you need to make a claim the steps listed below outline what to expect.

Making a claim — steps to take

  1. If malicious damage or theft has occurred, call the police immediately and get a crime reference number. Write down a quick timeline regarding what has happened. You will be asked several questions, and this will keep things fresh in your mind.
  2. When you call to make a claim you will be taken through the call step by step but don’t forget to ask questions so you know what is going to happen. Write down a list of your main concerns before picking up the phone. 
  3. Take pictures of any damage and, if possible, make sure you have receipts of items and photographs of items in their previous condition. This will speed up your claim, but we’ll treat each case differently and take your needs into account. We will also need you to have a record of the dates on which you’ve had guests and it’s possible we may need to verify this with your sharing platform, so please make sure you have this information to hand.
  4. Take down the details of any independent witnesses. While the statements of friends can be taken into account, independent witnesses will help us recover any losses against third parties. 
  5. Bear with us as we ask for information relating to your property, your sharing activity, your primary insurer and your identity. It’s likely we may also send you a questionnaire to complete to provide us with further information about the events leading to your claim and you may be required to sign forms to confirm your statement. If this is the case, we will usually ask you to return these to us within 30 days.
  6. If there is damage to your property, we may need to arrange for one of our loss adjusters to inspect your property to understand the extent of the damage and to recommend how the damage is put right. We will arrange this visit with you in advance.
  7. Once we have reviewed your case with all of the information required, such as any reports from the loss adjusters, your completed questionnaire and any information from witnesses and your sharing platform, we will be able to confirm that you have a claim that we will cover it.
  8. At this point you will be required to pay the policy excess. The excesses can be found in your policy document. Usually the main policy excess is £250, but this varies and there are some specific excesses; for example, for legal compensation claims, escape of water claims and replacement locks and keys.
  9. Depending on the nature of the claim, we may reimburse you with the money to replace items or in some cases we might arrange repair or replacement. We may also need to arrange for tradesmen to make repairs to your property and will therefore require access to your property at this stage.
  10. If a claim involves injury to yourself or the guest, the process is likely to be lengthier and require more of your time. You may be required to meet with medical and legal professionals to discuss your case. In some circumstances you may even be required to attend court.
  11. Once your claim has been processed and all works have been completed we will confirm with you that your claim is completed and the case will be closed.
  12. If you claim is not upheld, we will write to you to explain why. This letter would include the details for any appeals process or complaints should you feel this is necessary after reading our assessment of the claim.