A break-in is a shock first and a paperwork problem second — but the paperwork lands fast, usually while you are still shaken, and how you handle the first day shapes how your claim goes. This is the calm, practical walkthrough: what to do, in what order, to give your insurance claim the best possible chance, and how your locks fit into whether it pays out at all. It sits alongside the harder, human side of being burgled, which we cover in the emotional impact of a burglary. (This is general information, not insurance advice — your own policy wording is the final word.)
Two things come before everything else. Report the burglary to the police — 999 if it has just happened or anyone is still at risk, 101 otherwise — and ask for a crime reference number. This is not a formality: most insurers will not even open a theft claim without it. Then make your home secure again, because most policies require you to prevent further loss. Board up broken glass, get emergency repairs, and crucially keep every receipt — a locksmith or glazier called out to secure the property can often be claimed back, especially if you have home emergency cover. Our guide to what to do after a break-in covers those first steps in order.
The instinct after a burglary is to clean and put things right. Resist it until you have a record. Photograph the forced entry points and all damage from several angles, well-lit, before any repair. Then build an inventory of what was taken: descriptions, makes and models, serial numbers, any receipts, warranty cards or photos you have, and distinguishing features — the last of those also helps police recover and identify your property. If documents or cards were stolen, report them too: bank cards to your bank, and ID such as a driving licence to the issuing authority like the DVLA.
Get the crime reference number from the police before you call your insurer. It is the single document almost every theft claim hinges on, and having it ready makes the whole process faster.
Contact your insurer as soon as you reasonably can: many policies set a time limit for reporting, so a delay can itself cause problems. Have your policy number and crime reference to hand, and give a clear, factual account — stick to what you actually know rather than guessing at how entry was made. Bear in mind the split between buildings cover (damage to the structure, such as a forced door or broken window) and contents cover (the belongings taken), and check your excess, the amount you pay towards any claim. If you need urgent repairs, your insurer’s 24-hour emergency line can advise before you arrange them.
You will complete a claim form, online or on paper. Fill it in carefully and make sure it matches your photographs and the police report — even innocent inconsistencies trigger extra investigation and slow everything down. For larger claims, the insurer will usually send a loss adjuster to assess the damage and loss; remember this person works for the insurer. On a complex or high-value claim you can, if you wish, appoint your own loss assessor, who works for you for a fee. The insurer will then approve the claim in full or part, or decline it, and settle either as a cash payout or by arranging repairs directly.
This is where a break-in and a claim meet, and it catches people out. The theft section of most policies sets security conditions — the locks (and sometimes alarms) you must have for cover to apply. If your locks did not meet the required standard, an insurer can reduce or refuse a payout, which is why our guide to locks and home insurance is worth reading before you ever need it. When you have the locks repaired or replaced after a burglary, insist on insurance-rated parts (such as BS3621 or anti-snap cylinders) and keep the invoice that states the standard fitted — it both supports this claim and protects the next one.
A refusal is not necessarily the end. You can appeal in writing to your insurer, setting out why you believe the decision is wrong and including your evidence. If that does not resolve it, you can escalate — free of charge — to the Financial Ombudsman Service, the independent body that settles disputes between consumers and insurers. Keep copies of all correspondence throughout; a clear paper trail is your best friend here.
It is easy to treat a burglary as purely a logistical problem, but the emotional toll is real and worth taking seriously — many people feel unsettled in their own home for a good while afterwards. Victim Support offers free, confidential help to anyone affected by crime in England and Wales on 0808 16 89 111. Our guides on feeling safe at home again and the emotional impact of a burglary may help too.
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In the first hours after a break-in, the priority is making your home secure again — properly, and with paperwork that supports your claim. Every LocksmithLocal locksmith can secure a damaged door fast, fit insurance-rated locks, and give you a clear invoice recording exactly what was fitted, so the practical side is one less thing to worry about. Find your local locksmith if you need your home made safe again.
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