Frequently Asked Questions

Here are a few of the questions we get the most. If you don’t see what’s on your mind, reach out to us anytime by 
phone or Message.

I need to make a claim, what should I do?

Calling Aspray as soon as you can typically leads to a better outcome. From the initial call to completion of the reinstatement works, you will always have someone on your side, who is striving to ensure you are receiving what you are entitled to. 

Our expert team will help you find the information you need to register your claim, this is usually contained within your policy documents along with your personal policy number and insurer’s claims helpline number.

Call 0800 077 6705, to access the support you need. 

How much does it cost?

Unlike some Loss Assessors, we can manage the whole claim right through to completion and our loss assessing service is free to the policyholder, providing we can use our vetted contractors to carry out the reinstatement works. However, any excess stated within the policy will still apply and is payable by you, the policyholder. 

If you are a VAT registered company or individual, please be aware you are responsible for paying the VAT of the settlement, however, you can claim this from HMRC on your next VAT return. 

How does the insurance excess work and do I still have to pay this if I appoint Aspray?

Yes, the excess stated within the policy will still apply.

Insurance excess is the defined amount you agree to pay towards a claim before your insurance provider makes its contribution. Your excess amounts will be shown in the policy schedule. 

Under the terms of your insurance agreement, the amount of excess you pay may depend on the type of risks, often referred to as ‘perils.’ Our experienced team can show you where to find out how much excess you would have to pay if you made a claim.

The excess is payable directly to Aspray once the final settlement has been agreed with your insurer. At this point, your dedicated Loss Assessor will arrange to collect the excess payment from you.

Who can Aspray assist?

To put it simply, Aspray can help any property owner when they are making a claim on their building’s insurance policy, whether it’s your home, business or investment property.  

If you have suffered damage to your property and want to make a claim on your insurance policy, call Aspray on 0800 077 6705. Your dedicated Loss Assessor can inspect the damage and validate the claim before you speak with your insurance company. 

Why do I need Aspray if my insurers have already appointed a loss adjuster?

Loss Adjusters are appointed to act on behalf of the insurance company. Aspray work directly for you, the policyholder.

By appointing an Aspray loss assessor you are levelling the playing field, giving you a trusted and experienced professional acting on your behalf and exclusively in your best interests. From initial contact to satisfactory conclusion of repairs, we aim to take the stress and strain away.

Read our TRUSTist reviews to see how our UK wide network of loss assessors consistently go the extra mile to help their customers. 


How long will my claim take?

Property damage insurance claims are complex, and each case is unique meaning each can vary in time length. There are many factors that can impact the claim procedure such as, size of the claim, extent of the damage to the property and even the internal procedures that your insurance company have in place.

Having Aspray on your side, means having someone whose aim is to drive the claim forward, chase the insurer and ultimately bring the claim to completion as quickly as possible, whilst keeping you updated every step of the way.

What risks does buildings insurance protect you against?

It depends on the insurance policy, often there are subtle differences in the types of risks that are covered, however most insurers have the following cover:  

  1. Fire, explosion, lightning or earthquake 
  2. Subsidence, heave or landslip 
  3. Storm and flood 
  4. Theft or attempted theft 
  5. Escape of water or oil from tanks or pipes 
  6. Impact damage  

Let us assist you if you notice any damage that could be related to an insured event.  

It just requires one call to 0800 077 6705 to get the ball rolling. 

What can I do if my claim is rejected/repudiated?

Repudiated claims, as rejected claims are often termed, are relatively common within the world of property insurance. When an insurer repudiates a claim, they are refusing to accept liability for the damage that has occurred at a property.

When a claim has been repudiated, Aspray has, on many occasions, successfully stepped in, put its evidence before the insurer and had the original decision on the claim overturned. 

Having an expert and multi award-winning loss assessor like Aspray assist with the insurance claim can be a huge relief. If you have hit a brick wall, call through to our team of insurance professionals.

Can you help if my insurance claim is already in progress?

The important thing to realise is that Aspray does not have to have been appointed at the very start of a claim although it’s beneficial. We can help at any point of the claim, provided quotations for the repairs have not been submitted to the insurer and/or a settlement agreed, and reinstatement works have not commenced. 

We are frequently appointed part-way through a claim, when those who have tried to negotiate with the insurer’s loss adjuster have failed to do so effectively or are finding themselves out of their depth when managing the claim personally. 

The sooner you get in touch, the sooner we can assess your individual situation and provide you with advice on how to proceed.  

Call 0800 077 6705 to speak to one of our insurance professionals about an existing claim that is proving difficult. 

The health and wellbeing of our customers is important to us. If you are having difficulties, whether that be health issues or financial difficulties, below are a few resources that may help:

Don’t suffer through the claims process alone.
Find out how Aspray can help.



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