Discovering a defect in a replacement window or door installation can be frustrating. Luckily, in many cases the installer’s guarantee should cover any remedial works required, so the first thing we recommend is contacting your installer and voicing your concerns.

But what if the installer has ceased trading since they carried out your installation? If the installer's guarantee period has not expired and there’s an IBG policy in place, you may be able to make an insurance claim to cover the costs of any remedial work that would have been covered by the installer’s guarantee.

Claiming on insurance policies can be complicated, so we’ve put together a simple guide to the Installsure IBG claims process.

Step 1: Establish whether you can make a claim

The first step is to establish whether you are in a position to actually make a claim on your IBG policy.

There are three main conditions necessary here:

1) The installation company has ceased to trade as per our policy definition.

2) The installer's guarantee has not yet expired.

3) An IBG policy was taken out by the installation company on your behalf for the installation.

An IBG, or Insurance Backed Guarantee, is an insurance policy that provides cover for your installer’s guarantee. In the event that the installation company ceases to trade as per our definition, any defect in the installation that would otherwise have been covered by their guarantee will then be covered by the IBG, subject to the terms of the policy.

If the installer is still trading and therefore able to honour their terms provided, you’ll need to contact them to discuss remedial works.

If you’ve met all three of the conditions above you are ready to make an IBG claim application.

Step 2: Locate your policy document

To make a claim on an Installsure IBG policy you’ll need your Installsure IBG policy document. If there was a policy taken out for your window or door installation by the installer, the relevant documents would have been sent out to you shortly after the completion of the installation. 

If you can't find your IBG policy document, don't panic! Just email our team at info@installsure.co.uk and if an Installsure policy exists, we can send you a new copy of your IBG policy free of charge.

Step 3: Contact the Installsure claims team

Once you’ve established that the installation company is no longer trading, that the installer's guarantee period has not expired and that you have an Installsure IBG policy, you need to submit your claim to us.

By far the easiest way to do this is via our online claims portal - www.installsure.co.uk/homeowners/policy-claim. This a simple, step-by-step process for supplying us with the relevant information regarding the installation and that enables us to ensure we can get everything we need to fully assess the claim.

As part of the claim assessment process, there are some key documents that we will need to see from you. These are:

1) A copy of the installer's guarantee

2) A quotation from an alternative installation business to rectify the issues

3) Evidence confirming the payment method used to fund the installation

These can be scanned or photographed and uploaded as part of the submission process.

Once the claim has been submitted, our dedicated claims team will assess all information/documentation received and will keep you well informed during the IBG claims process before ultimately confirming the outcome of the assessment in writing.

Some frequently asked questions about IBG claims

How long does the Installsure claims process take?

After you’ve made your initial enquiry, we’ll get back to you within 4 business days. From there the length of the process itself will vary depending on the complexity of the IBG claim. Assuming we have all the correct paperwork to hand, most claims should be processed within 2-4 weeks.

Rest assured that the Installsure team will keep you updated on the progress of your IBG claim and provide advice on any actions you need to take along the way.

Will I have to pay anything to make an IBG claim?

The only payment required will be the excess fee on the IBG policy in the event a claim is approved. Installsure will pay the contractor that carries out the repairs directly once the work is complete.

Who will perform the repairs or remedial works?

We require a quote from a contractor to be submitted first, however in some cases where this is not possible or where we require multiple quotes for comparison purposes, we have specialist contractors on hand and used on a referral basis to assist with assessments and remedial works.

Assuming that there is no substantial difference between the costs of separate quotes, we will always take your preference of contractor into account when making the final decision as to who carries out the remedial works.

Have a claims question we haven't answered here?

Send us a message online with your IBG claim question and we'll get back to you as soon as we can.