To make a subsidence claim, tell your buildings insurer as soon as you see signs of movement, let its loss adjuster and engineers investigate and monitor the property, and expect a lasting repair once the cause has been dealt with. The ABI says claims can take several months, and the Financial Ombudsman says monitoring over 12 months is sometimes reasonable so every season is covered. If you are unhappy with how the claim is handled, complain to the insurer first and then to the Ombudsman.
Looking for cover for this property?Tell us about it, including any subsidence, flooding or empty periods, and a broker will look for cover.
What are the signs of subsidence?
The ABI lists three warning signs to look out for:
- cracks more than 3mm wide that are diagonal and wider at the top than the bottom, visible inside and outside;
- doors and windows that stick for no obvious reason;
- wallpaper that rips or crinkles where damp is not the cause.
Cracks on their own do not prove subsidence. The Financial Ombudsman points out that settlement, poor design or workmanship, lintel failure and thermal movement can all cause cracking, and your policy might not cover those. Take dated photos of any cracks with a coin or ruler beside them, so you have a record of whether they are growing. Our guide to whether home insurance covers subsidence explains what is and is not usually covered.
How do I notify my insurer?
The ABI says to contact your insurer as soon as possible. Ring the claims line on your policy, give the date you first noticed the damage, and send your photos. Tell the insurer about any leaks, recent building work or large trees nearby. If you own a leasehold flat, the claim usually goes through the freeholder or managing agent who arranged the building policy.
If you changed insurer in the last year, the ABI Domestic Subsidence Agreement decides who deals with the claim. Notify within eight weeks of the new policy starting and the previous insurer handles it. Between eight weeks and one year, the insurer you tell first handles it and both share the cost. After one year, the current insurer takes it on. You only need to make one call; the insurers sort out the split between them.
What happens during the site investigation and monitoring?
The insurer usually appoints a loss adjuster or a specialist subsidence firm. The Financial Ombudsman says investigations should usually include trial holes, borehole samples of the soil, CCTV inspection of the drains and crack monitoring. On clay soil the investigation looks at moisture levels and whether roots are present beneath the foundations.
Monitoring measures how cracks or levels change over time. The Ombudsman says monitoring over 12 months is sometimes reasonable because all the seasons are covered, since clay shrinks in summer and swells in winter. It also says complaints often concern poor communication, so insurers should keep customers updated while this goes on.
Ask us for a quote
Tell us about the property and its subsidence history and we will look for cover for you. Call 01795 841 310 (Monday to Friday, 9am to 5pm) or send us your details.
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What if tree roots or a neighbour’s trees are the cause?
Trees are one of the most common causes on clay soils. The Financial Ombudsman says insurers usually instruct an arboriculturalist to recommend pollarding, topping, thinning or removal, and that root barriers are an option although many experts do not consider them effective or economic. Removing a large tree can itself cause heave, so the timing and method are a judgement for the experts.
If the tree belongs to a neighbour, the Ombudsman says the insurer can take legal action against a neighbour who refuses to reduce or remove it, but should discuss this with you first and consider the effect on your relationship. Without taking legal action, you cannot force a third party to cut back their trees. If the insurer will not fund legal action, it should find another way to stop the movement. Under the Domestic Subsidence Tree Root Claims Agreement, signatory insurers generally do not pursue recovery from domestic tree owners unless the owner knew of the problem and did not take reasonable steps.
How long do subsidence claims take?
The ABI says claims can take several months to resolve, and the Financial Ombudsman describes subsidence claims as usually complex, with lengthy and inconvenient investigations and repairs. Insurers should set that expectation early. If the house cannot be lived in, the ABI says the insurer can arrange and pay for temporary accommodation, up to a percentage of the total sum insured.
| Stage | What happens | What you should do |
|---|---|---|
| Spotting signs | Diagonal cracks over 3mm, sticking doors and windows | Photograph and date the cracks |
| Notification | Insurer logs the claim; ABI agreement applies if you recently changed insurer | Call as soon as possible and disclose leaks, trees and building work |
| Investigation | Trial holes, boreholes, drain CCTV, arboricultural report | Give access and keep notes of every visit |
| Monitoring | Sometimes over 12 months to cover all seasons | Ask for regular updates in writing |
| Dealing with the cause | Tree work, drain repair or other mitigation | Cooperate with tree work and access requests |
| Repair | Superstructure repairs, and stabilisation such as underpinning if needed | Check the repair is lasting, not cosmetic |
| Complaint | Insurer has 8 weeks to send a final response | Take it to the Ombudsman within 6 months of that response |
Will my house need underpinning?
Not always. Many claims are settled by removing the cause, such as a tree or a leaking drain, waiting for the ground to recover, then repairing the cracks. Underpinning strengthens or deepens the foundations and is used where the ground will not stabilise otherwise. The Financial Ombudsman lists, as a common complaint, a customer wanting full underpinning while the insurer proposes less extensive measures. Its position is that it expects repairs to be effective and lasting. In one case it said that filling cracks and repainting cannot be regarded as repairing subsidence damage if the cracks are likely to come back, and told the insurer to pay for stabilisation it had called preventative.
What happens to future premiums and selling the house?
The ABI says subsidence claims are costly and can raise future premiums and excesses, and that homeowners often find it difficult or expensive to get cover afterwards. Where repairs were carried out under the insurer’s direction or with its approval, the insurer will usually continue subsidence cover. If you sell, the ABI says your insurer can usually agree to continue insuring the property for the buyer, which helps the sale go through. Keep every report, monitoring record and completion certificate, because buyers, lenders and future insurers will ask for them. Our guide to home insurance with a subsidence history covers disclosure when you switch or sell, and subsidence buildings insurance explains how cover is arranged afterwards.
How do I complain to the Financial Ombudsman?
Make a formal complaint to your insurer first. The Financial Ombudsman says a business has 8 weeks to consider a complaint, and you have 6 months from the date of its final response to bring the complaint to the Ombudsman. Common subsidence complaints include delays, poor communication, inadequate alternative accommodation and disagreements over the repair method. The Ombudsman aims to put you back where you would have been, and may award compensation for distress and inconvenience.
Example. Tom notices a crack above his bay window in August and calls his insurer. A loss adjuster visits, trial holes find willow roots under the bay, and the crack is monitored from autumn to the next summer. The willow is in a neighbour’s garden. The insurer discusses it with Tom first, the neighbour agrees to have the tree removed, and monitoring then shows the movement has stopped. The insurer repairs the bay and redecorates. Tom keeps the reports and the final certificate in one folder for when he sells.
Frequently asked questions
Should I get my own surveyor before I claim?
You do not need one to make a claim, and the insurer pays for its own investigation. Some people take independent advice if they disagree with the findings later. Whether the policy pays for your own surveyor depends on the policy wording, so ask before you instruct one.
Do I pay the excess more than once?
Normally one excess applies to each claim. The ABI says most policies have an excess of around £1,000 for subsidence, and it may be higher if you have had subsidence before. Check your schedule for your figure.
Can the insurer refuse because the cracks were there before my policy started?
The Financial Ombudsman says an insurer is entitled to exclude damage that predates the policy where it can separate it from newer damage. In one case it could not, and the Ombudsman told the insurer to pay for repairing all the damage.
Who claims for a flat?
Usually the freeholder or management company, because it insures the building. See what building insurance covers in a flat.
Can Solar Protect help after a claim?
If your insurer will not renew, ask us for a quote on 01795 841 310, Monday to Friday 9am to 5pm, or use our quote form. We will look for cover for properties with a subsidence history.
More on property insurance. Ready for a price? Ask for a quote or call 01795 841 310.
Sources
- ABI: How subsidence can affect your home
- Financial Ombudsman Service: Subsidence types ground movement
- Financial Ombudsman Service: Subsidence types ground movement
- Financial Ombudsman Service: Insurer says not liable preventative work investigation found otherwise
- ABI: Getting insurance after making a subsidence claim
- Financial Ombudsman Service: Subsidence occurred policy came force insurer denies liability
- Financial Ombudsman Service: Time limits
Reviewed by Christine Anderson, Broker, Solar Protect. Last reviewed 6 November 2026. Solar Protect is the trading name of Solar Insurance Services (Medway) Limited, authorised and regulated by the Financial Conduct Authority. This page is general information, not advice on your own circumstances.