We work closely with customers and insurers to settle claims quickly and fairly. We will lead you through the process every step of the way.
In order for us to progress and settle your claim, there are a number of things we will need to discuss with you. These will include confirming the details of items you are claiming for, the circumstances that led to your claim, submission of supporting documentation for your items and arranging inspection of damaged goods.
Where your claim is for an item that has been lost or stolen, we may require you to submit evidence of this in the form of a police crime reference number. Additionally, we may ask you to provide proof of ownership of the items by means of either: photographs, original receipts, bank/credit card statements or purchase agreements. Our Claims Handling Team will advise you of the information which is required. This information will be forwarded to our specialist Product Replacement Team, who will determine appropriate, “like for like” replacement items as per the terms of your insurance policy. |
Once our specialist Product Replacement Team have all the required information, they will determine appropriate “like-for-like” replacements as per the terms of your insurance policy. We will contact you to discuss the items we have selected and ensure that this meets with your approval. On acceptance we will arrange for replacement items or other form of settlement to be dispatched to you either through our retail distribution network or, in the case of voucher or cash, directly to you. |
Once we have obtained all the required information relating to your claim, and have completed any necessary inspections, we will be able to make you a settlement offer. This process can take between 1-7 days depending on the complexity of the claim, and if an inspection is required. |
We may be requested by your insurer to collect a policy excess payment on their behalf. You will be notified prior to the dispatch of any items if we are required to collect an excess payment from you. Excess payments can be made using credit or debit card (excluding American Express or Diners Club). |
You can provide feedback about your claim through our contact page. Follow the link below. |
We may need to inspect and assess your flooring & furniture in some circumstances.
Whilst we make every effort to resolve your claim without the need for a physical inspection, there are times where we are unable to gather all the required information to make a determination. In these instances, we will make an appointment for a specialist assessor to visit your home and inspect your damaged items. It is important that you retain and store all items safely until we complete this process. We are required by your insurer to report on any damage, therefore should we be unable to inspect the items, it may affect the outcome of your claim. |
We will endeavour to contact you within a few working hours of receiving your claim details from your insurer. Should we determine the need to inspect your damaged flooring or furniture, we will immediately make an appointment for one of our assessors to visit your property as soon as possible. |
We will endeavour to accommodate any request, if a suitable inspection time cannot be agreed we can utilise alternative methods such inspection via video. |
We will work closely with you to handle your items efficiently and sensitively.
Wherever possible our accredited restoration technicians will be appointed to restore your flooring and furniture. Where restoration is not possible or not economical, a report will be sent to our specialist product replacement team who will determine an appropriate, like-for-like replacement as per the terms of your insurance policy. |
Different styles of restoration will be covered under different warranty types. All details will be confirmed prior to restoration taking place. |
Please do not dispose of any damaged items that you are claiming for until Home Options has contacted you and established whether an inspection is required, as this can impact the settlement of the claim. If your Insurer has appointed a third party contractor to remove damaged floor coverings or furniture (for example in the case of significant water or smoke damage), you should ask the contractor to photograph and documents all the items that are being removed for disposal. Where possible a sample of floor the coverings or soft furnishings should be retained.
Uplift and disposal are not covered as standard under most policies. Customers are generally required, where reasonable to so, to uplift and dispose of their own damaged floor coverings and/or furniture items. |
Under the terms of your insurance policy, once we have settled your claim, ownership of any damaged items inspected are transferred to your insurance company. |
Our aim is to replace your items as quickly as possible through our extensive network of suppliers.
Under the terms of your insurance policy, we are instructed to replace items on a “like for like” basis and not by price. Accordingly, any offer we make to you will be determined by the features and specifications of the items claimed for. This is based on the current market equivalent for products of a similar and/or same quality and specification and NOT the original cost of the item. Market trends and manufacturer production can mean that the most suitable and equivalent replacement is not necessarily within the same product range or brand of the original items. |
Yes, you don’t have to accept the equivalent replacement offered, you may select an alternative item. However, where the cost of the alternative is greater than the cost of the item offered, you will be required to pay the difference. Please note some restrictions may apply. |
Dependent on the settlement provided warranties may differ. If settlement has been completed via an insurance mandate, then the warranty is held directly with the store, and they should be contacted in the first instance. If Home Options have agreed product and arranged fitting, a 12 month fitting warranty is in place (from date of fitting). Individual products then have their own manufacturing warranty periods. Details of these can either be found online or provided on request. |
If you have not received your e-voucher please check your junk or spam folders first, otherwise please contact us by following the link below. |
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