Supporting subsidence claims customers during a period of increased demand

The UK insurance market is currently experiencing a significant increase in subsidence claims. This follows prolonged dry weather conditions across large parts of England.

The increase in claims activity is placing additional demand on specialist resources across the industry, including engineers, contractors and claims professionals. As a result, subsidence claims may take longer than usual to progress while investigations, monitoring and repairs are carried out. This reflects the wider market environment and the complex nature of subsidence claims.

In line with our Claims Charter, we're committed to providing clear communication throughout the claims process, and keeping customers informed when there are meaningful updates or actions required.

Our focus remains firmly on supporting customers

We understand that experiencing subsidence can be concerning for customers, and that lengthy investigations can create uncertainty.

Our specialist claims teams are actively managing increased volumes and continuing to work closely with engineers, contractors and other partners to progress claims as effectively as possible. We're also exploring additional ways to support customers and brokers throughout this period of heightened demand, helping ensure people receive the right support at the right stage of their claim journey.

Information for brokers

While the current market conditions are creating challenges, our commitment to delivering fair outcomes and providing expert support remains unchanged.

We recognise the important role brokers play in supporting customers and helping them understand what to expect during a subsidence claim. Subsidence claims could last for around 12 months or more, depending on the complexity of the claim and the third parties involved.

As claims may take longer to progress than many other property losses, setting realistic expectations around investigations and timescales can help provide reassurance during what can be a complex process.