If you need to make a claim, we’re here to help guide you through the process from start to finish.
1. Contact us first
Get in touch with your M+S Insurance broker as soon as possible after an incident — even if you don’t yet have all the details. We’ll help you understand what’s covered and what information you’ll need.
2. Provide the details
Depending on your claim, you may need to provide things like photos of damage, an incident report, or other supporting documents. Your broker will let you know exactly what’s needed for your situation.
3. We lodge and liaise on your behalf
We’ll lodge your claim with the insurer and manage communication with them throughout the process, so you don’t have to navigate it alone.
4. Claim assessment
The insurer will assess your claim against your policy terms. In some cases, they may appoint an assessor to inspect damage or losses.
5. Outcome and next steps
Once a decision is made, we’ll make sure you understand the outcome and what happens next — including support with next steps if the claim is approved, or your options if you’re not satisfied with the result.
After-hours or emergency situations
If damage to your property needs urgent “make-safe” repairs outside business hours, contact your insurer’s claims line directly (details are on your policy documents), or reach out to us and we’ll point you in the right direction as soon as we’re able.
Need support during the claims process?
If you’re facing financial hardship or vulnerable circumstances while making a claim, see our Vulnerability and Financial Hardship page for the support available to you.