Making a Claim

When making a claim please contact:

Renovation Plan

Aston Lark Limited
Key House,
Burnham Business Park,
Burnham on Crouch,

Tel: 01621 784840

Office Hours 9am - 5.00pm, Monday to Friday
Email Us 

You will be asked to complete a claim form and this can be obtained from us
or downloaded here

If you need to report a claim or obtain advice outside of the above office hours you can
contact the schemes loss adjusters, Adjusting Associates LLP on their emergency number:

Emergency 24/7 out of office number Tel: 01724 761378
Adjusting Associates LLP
Unit 2, Sovereign Court
Sterling Drive
CF72 8YX

When there is a claim or possible claim, you must advise us as soon as possible.

For loss or damage claims, you must give us (at your own expense) any documents,
information and evidence we need. You must also tell the police immediately if the loss is
caused by riot, malicious acts, theft or any attempted theft or is being made as a result of
loss of property outside the insured property.

You must take all reasonable steps to recover any lost or stolen property and to prevent any
further loss or damage.

For liability claims, you must send us any statement of claim, legal process or other
communication (without answering them) as soon as you receive it. Do not discuss,
negotiate, pay, settle, admit or deny any claim without our written permission.

The Enterprise Act 2016 – The Late Payment of Claims

The Enterprise Act 2016 came into effect on 4 May 2016 and applies to all insurance policies that are incepted or renewed on or after 4 May 2017, where the policy is subject to the law of England and Wales, Scotland or Northern Ireland.

The new legislation will impose a duty on insurers to make prompt payment of claims, and will mean that policyholders will be able to claim damages in the event of breach of that duty.

The premise of the new Act is to ensure that payments of valid claims are made within a ‘reasonable time’, which although not defined takes into account:

  • The time spent to investigate and assess a claim
  • The size and complexity of a claim
  • The type of insurance
  • Any compliance/regulatory/statutory rules, or other causes outside of the insurers control

The Act makes provision within it for an insurer not to be in breach of ‘late payment’, if the insurer can show that there were ‘reasonable grounds’ for any delays.

Once a claim has been settled in full, the insured has a year in which to lodge a claim for additional damages due to late payment of the original claim.

Insurers do have the option to opt-out of the Enterprise Act, but they are required to fulfil set requirements under the Act to ensure that prior to any contract being entered into, the customer is fully aware that they have no recourse from the insurer under the late claims payment legislation.  

However, the ability to opt-out is not available for consumer contracts and commercial contracts which under the Act the insurer has acted in a ‘reckless or deliberately’ way.

If you have any questions, are unsure of any aspect of the new Enterprise Act or need more information about how your claim is handled, please contact us and we will be pleased to help.

Many thanks for your help and prompt attention today. I am impressed with the understanding you and your company has of the requirements and as soon as we have a date for exchange of contracts I will be getting in touch with you again.
Based upon our limited interaction (and in particular your help and prompt response) I will have no hesitation in recommending your company to others.

Richard Silk
W. Sussex

Thank you very much for all your help, you have a great policy which offers much better cover and is cheaper than your competitors! I am very impressed with how quickly you turned this around for me. I shall be recommending you to everyone!

Penny M.

I would like to say that the level of service was excellent. You called back as promised, dealt with enquiries and answered my queries in an efficient and timely manner. It is, unfortunately, uncommon these days to receive good service and it made a pleasant change to deal with you and your company.

Mr Burgess

Thank you for the cover for the past year. It has given great peace of mind and I will definitely use you again for any future projects.

Julia H.

You've been an excellent company to deal with. I was despairing of getting any renovation insurance through the usual channels until saw you recommended on the website and it's been very straightforward ever since! Best wishes

Lynne Pearce

Many thanks for your quick reply. I'll be in touch in due course to discuss increasing the level of cover as the project progresses. It is reassuring to work with such professional brokers. Many thanks again.

Allan Jones

Many thanks, as always, for your help. Your customer service is outstanding!

Amelia Prosser

Your assistance and excellent customer service should be rewarded and I would not hesitate to recommend your company to others.

Heather Godfrey
Insurance Agent

Once again, thank you for your help and for explaining - this is very reassuring. I am very glad that I have chosen Renovation Plan to insure me on this occasion. And because of how courteous and helpful you have been, I shall ensure that all future projects are insured with yourselves.

Paul Chappell