When you call us, we'll take all the details we need from you to look in to your claim. Sometimes we might need to send a specialist claims assessor to your house so that we can see the damage/extent of the theft for ourselves and we might ask you for proof of purchase. Once we have looked at your claim, we will either accept or decline it. If we accept it, we will pay you for the cost of any items that were covered under your policy. If we decline it, we'll let you know the reasons for it.