Contents storage for insurance claims in London: a guide for loss adjusters and restoration contractors

Kiwi Storage handles contents storage for insurance claims across London. Packing, collection, inventory checks, secure storage and redelivery all come from one contractor, with itemised quotations and invoices for the claim. We work alongside loss adjusters, claims handlers and restoration contractors, and storage can be extended if repairs take longer than planned.

Many fire, flood and escape of water claims need somewhere to put the contents while the property is dried out and repaired.

Rooms have to be cleared before drying, cleaning or restoration work can start, and the belongings have to go somewhere safe.

We keep everything together, dry and secure until the property is ready.

When is contents storage needed following property damage?

Escape of water and burst pipes

Water gets into flooring, walls, furniture and belongings. Rooms need to be emptied before they can be dried and restored, and other remedial works carried out. See our guide to a burst pipe in a flat.

Flood damage

When a large part of the property is affected, nearly everything has to come out. It can take time to sort through items to assess damage for replacement and claims, so the contents need somewhere dry in the meantime.

Fire and smoke damage

As with a flood, restoration contractors need the rooms empty before they can work. Clearing affected rooms can also help cleaners and contractors to access the property safely.

Before any contents go into storage, it's worth checking whether any items need specialist cleaning first, so smoke odour isn't stored with them.

Even where items are undamaged, it's useful to put them into storage. This clears the way for restoration works, and reduces the risk of accidental damage during any building works.

Read more: What does escape of water insurance cover? (and does it include storage costs?)

How contents storage for insurance claims works – step by step

This is the process we follow when we provide storage for loss adjusters, contractors and policyholders, from first call to redelivery:

Step 1: Initial enquiry

Contact Kiwi Storage for an initial chat about your requirements. We'll need to know:

• What's happened at the property and why storage is needed
• Whether self-storage or another solution such as mobile storage is required
• A main point of contact and who is arranging the work
• The collection address
• An estimate of the volume of items to be stored
• How long storage is likely to be needed, and whether there are any time constraints.

Step 2: Assessment and quotation

Once we have all the information we need, including access information, packing requirements, precise collection dates, an inventory and photographs (where available), we can provide a detailed quotation.

Step 3: Agreed instruction

If you're happy to go ahead, the next step is to finalise the arrangements. We'll confirm the work we'll be carrying out, including collection, packing and storage.

We'll agree collection dates and other practical details (such as access), and agree who we keep updated. Billing is agreed at this stage: some costs are paid upfront, and storage is billed monthly.

Step 4: Packing and collection

We'll provide packing assistance if required, and coordinate collection with the restoration contractor where necessary.

We're used to pack-out storage in London from properties that are damaged or only partly accessible, so we'll go through access in detail before we arrive.

Step 5: Inventory and secure storage

Send us the inventory before collection and we'll work with you to make sure it's complete. On our side, we photograph any existing damage, and our digital job sheets are signed at collection and at delivery to confirm what moved.

The items will be stored as agreed in one of our secure storage units – find our locations here.

Step 6: Return delivery

We'll arrange redelivery based on the reinstatement programme you provide, as well as the policyholder's availability. We'll also confirm that the property is fully ready, and can be flexible if there are any delays to the original schedule.

All items will be returned as agreed, the inventory checked and unpacking carried out by our team if required.

What information do you need to arrange contents storage?

Here's what to provide when requesting a quote:

• Collection address
• Property access, including floor level, parking restrictions, access limitations and details of stairs/lifts
• Approximate inventory – an indication of the quantity of boxes, furniture, bags etc
• Photographs of the room and its contents, if possible
• Packing requirements, including whether packing materials or a full packing service will be needed
• Preferred collection date
• Estimated storage duration, including details of the restoration schedule if known
• Insurance claim reference or details, if relevant.

Documentation and communication

Insurers want paperwork, so the inventory and condition records matter as much as the storage itself.

We'll work with you to make sure the inventory is complete, and will also provide you with itemised quotations and invoices covering packing, collection, storage, redelivery, additional journeys and services such as clearance.

What if repair schedules change?

Restoration work often takes longer than initially estimated, and this can extend the storage period.

Storage rolls on month to month at the agreed rate.

You'll need to let us know about any changes to completion dates as soon as possible. Redelivery can be coordinated as soon as the property is ready.

Why choose Kiwi for insurance claim removals and storage in London?

You deal with one contractor instead of separate packers, removers and a storage company.

You get itemised quotes and invoices, plus the inventory and condition records the claim needs. We're used to working with adjusters and contractors, and can be flexible if the schedule changes.

We can collect from and deliver to more than one address, and we also do clearance, disposal and handyman work.

Read more: How much does contents removal and storage cost during an insurance claim?

Example: our insurance claim storage service in action

One policyholder needed a 75 sq ft unit while their home was repaired. We also provided a handyman service to install their television and wall bracket.

• 75 sq ft unit – Belongings collected in February 2025 and stored until May 2026.
• 5 hours, not 7 – The initial removals work was estimated at 7 hours but was completed in 5.
• 3.75 hours, not 6 – Redelivery was estimated at 6 hours but was completed in 3.75.
• £619.50 saved – As the removals service was charged hourly, the customer saved a combined £619.50 in labour against the original estimates.

FAQs

Can Kiwi coordinate with a loss adjuster or restoration contractor?

Yes. Kiwi Storage can coordinate the practical collection, storage and redelivery requirements with the relevant parties. The scope of work is usually agreed with the policyholder at the outset.

What information is needed for a quotation?

The following information is required for a quotation:

• The collection address
• Property access
• Approximate inventory or volume of belongings
• Packing requirements and preferred collection date
• Estimated storage duration
• Photographs where available.

Can the storage period be extended?

Yes. Storage simply carries on, billed monthly, until the property is ready.

Can the policyholder retrieve individual items?

Yes. You can arrange access or ask us to bring back individual items during storage. You'll need to provide 7 days' advance notice for mobile storage/Kiwi Cubes, or 24 hours' notice for conventional self-storage.

If you identify items you may need during storage, or specify the order in which belongings will be required, the Kiwi team can arrange the storage units and loading sequence to make retrieval easier.

Additional charges will apply where Kiwi retrieves and delivers individual items, at the agreed hourly crew-and-van rate.

Who receives the quotation and invoices?

It's normally the policyholder, who pays Kiwi directly and then seeks reimbursement from their insurer.

Get in touch with Kiwi Storage to discuss your contents storage requirements and to get an itemised collection and storage quote.