Need to claim right now? Call us on 01268 200 060 as soon as possible. Lines are open Monday–Thursday 9am–5pm, Friday 9am–4pm. For theft or malicious damage, report to the police within 24 hours first and obtain a crime reference number.
We hope you never need to use it, but if something does go wrong at your storage unit, here's exactly what to do — and what you'll need to have ready. Following the process correctly from the start makes a significant difference to how smoothly a claim is resolved.
Step by step: making a claim
If the incident involves theft, attempted theft, or any malicious act, you must report it to the police within 24 hours of discovering the incident. You'll need to obtain a crime reference number — this is required as part of your claim. Do not wait.
Notify us as soon as possible after an incident. You must do this no later than 30 days from the date of the incident. The sooner you call, the sooner we can guide you through the process. Lines are open Monday–Thursday 9am–5pm, Friday 9am–4pm.
Leave damaged items in place until we have had the opportunity to inspect them, unless we have specifically advised you to dispose of them. Disposing of evidence before inspection can jeopardise your claim.
You must provide us with a written account of what happened within 30 days of the incident. This can be submitted by email to [email protected]. Include as much detail as possible: the date, what was found, what is missing or damaged, and any relevant context.
It's your responsibility to prove your loss. Start collecting evidence for every item you're claiming for. See below for a full list of what's accepted.
What evidence do you need?
For each item you're claiming for, you'll need to demonstrate its value and age. Accepted forms of evidence include:
- Original purchase receipts
- Valuations (particularly for jewellery, art, or antiques)
- Invoices from suppliers
- Bank or credit card statements showing the purchase
- Instruction booklets or product registration documents
- Photographs of the items (ideally taken before the incident)
If you're claiming for commercial stock: Purchase receipts are mandatory for all commercial goods or stock. Claims for commercial contents cannot be considered without them. This is a condition of the policy — not a request. Ensure you have receipts stored somewhere safe before you put anything commercial into the unit.
Prepare before you need to claim
The single biggest reason claims take longer — or pay out less than expected — is a lack of evidence. The time to sort this is before anything goes wrong, not after. A few simple steps now will make a significant difference if you ever need to use your policy.
Keep receipts and photos
Before you move anything into your unit, photograph it. Take photos of individual valuable items — electronics, bikes, furniture, jewellery — and wider shots of the unit contents once packed. Store these photos somewhere separate from the unit itself: a cloud folder, your email, or a home computer.
Keep purchase receipts for anything significant. If you no longer have paper receipts, check your email history, online order accounts, or bank statements — these are all accepted as evidence. For items over three years old, a professional valuation is worth having for anything of significant value. Without a receipt, claims are settled on current market value with depreciation applied.
Make an inventory
A simple spreadsheet listing what's in the unit, an estimated replacement cost for each item, and where proof of purchase can be found takes an hour to put together and saves considerable stress if you ever need to claim. Review it whenever you add or remove something significant.
How are claims settled?
At our discretion, we will repair, replace, or pay cash for any covered item. The basis of settlement depends on the item:
- Items under 3 years old with a valid receipt — we will pay the cost of replacing the article as new, with a comparable item.
- Items over 3 years old, or without a receipt — we will pay the replacement cost of a comparable item, taking into account depreciation and wear and tear.
- Commercial goods or stock — settled on current market value at the time of the claim.
- Clothes and pedal cycles — we deduct an amount for wear and tear regardless of age.
- Paper documents — settled on the reasonable cost of reprinting, reissue, or reconstitution.
The maximum paid in any claim is your total sum insured as shown on your policy schedule, subject to the sub-limits for specific categories (valuables, pedal cycles, collections, etc.).
What happens after you notify us?
Once you've notified us, a member of our team will guide you through the next steps. We or our representatives may need to inspect the unit and the damaged or missing items. We will work with you to assess the claim as efficiently as possible.
Things that can affect your claim
A few things to be aware of that can affect whether a claim is paid:
- Not reporting within 30 days. Late notification may result in your claim not being paid.
- Theft not reported to the police. A crime reference number is required for theft and malicious damage claims.
- Items not covered under the policy. Check the What's Covered page before submitting — items such as mobile phones, items on charge, and perishables are excluded.
- Disposing of damaged items. Do not dispose of any damaged property without our approval first.
- Fraudulent or exaggerated claims. Any claim that is fraudulent, intentionally exaggerated, or supported by false information will result in the claim being refused and the policy voided.
How to reduce the chances of needing to claim
Good insurance is a safety net — but the best outcome is never needing to use it. A few practical steps can significantly reduce the risk of damage or loss.
Use a high-security padlock
The quality of your padlock matters. A standard padlock can be cut in seconds with bolt cutters. Look for a disc lock or a closed-shackle padlock rated to a recognised security standard — ideally sold secure gold rated or equivalent. The lock is your first line of defence, and it's worth spending £30–£50 on a good one. Remember that theft is only covered under the policy where there is evidence of forcible and violent entry — a poor-quality lock that's easily defeated makes this harder to demonstrate.
Store clothing in sealed plastic boxes
Cardboard boxes offer very little protection against moisture, dust, and — particularly in longer-term storage — moths or insects. Airtight, hard-sided plastic storage boxes are a much better choice for clothing, bedding, and soft furnishings. They protect against both dampness and pests, and they stack more efficiently. For valuable or delicate clothing, consider vacuum storage bags inside the plastic boxes for an extra layer of protection.
Don't leave damp items in the unit
Moisture is one of the most common causes of damage in storage — and it's almost never a covered peril (mould and mildew are explicitly excluded under all policies). Make sure everything going into the unit is completely dry. Allow upholstered furniture to air out fully before sealing a unit. Consider adding silica gel sachets to boxes of electronics or documents if you're storing long-term.
Keep prohibited items out
Storing items your rental agreement prohibits — paint, gas cylinders, flammable liquids, fireworks — doesn't just break your storage contract. It can also invalidate your insurance. If something prohibited contributes to a loss, your claim may be refused in full. Check your facility's list before you move in, and don't be tempted to sneak anything in.
Review your sum insured regularly
If you add valuable items to the unit, or if prices have risen, your original sum insured may no longer be enough. Being underinsured means any payout is reduced proportionally — not just for the items added, but across the whole claim. A quick check once a year takes minutes and keeps your cover meaningful.
Contact details for claims
Phone: 01268 200 060 — Monday–Thursday 9am–5pm, Friday 9am–4pm
Email: [email protected]
Post: Surewise Claims Department, Unit 3, Hadleigh Park Business Park, Chapel Lane, Hadleigh, Essex, SS7 2PP
Not yet covered? Get a quote → From £16.50 a year, no excess, instant certificate.
Not sure if your loss is covered? Check our What's Covered page before you claim.