When Kit Goes Missing, the Clock Starts Immediately

Kit disappears. It gets damaged in transit, stolen from accommodation, lost during an exercise move, or written off in theatre. When it happens, most personnel do one of two things: they either assume the MOD will sort it, or they sit on the problem until it feels too late to claim. Both responses cost money.

This guide walks you through exactly what to do the moment kit is lost, stolen or damaged. It covers the evidence you need, the timescales you must respect, what your insurer is looking for, and where the MOD’s own scheme fits in. If you have a policy through Absolute Military, everything here applies to you directly. If you are still deciding on cover, read this first so you know what a good claims process actually looks like.

Step One: Report It Immediately

The single biggest mistake personnel make after a loss is waiting. Policies have notification windows and those windows are firm. The general rule across specialist military kit policies is that you must report the loss or damage within 90 days of the incident.

If you are on active duty, deployed, or in training at the time of the event, that 90-day window typically runs from your return from active duty, not from the date of the loss itself.

That is a meaningful protection for anyone mid-tour, but it is not a licence to wait indefinitely once you are back.

If the loss involves theft, you must also report it to the relevant authority as soon as possible. On a UK base, that means the Service Police. Overseas or in theatre, use whatever reporting mechanism is available to you and make a record that you did so. A crime reference number is one of the core pieces of evidence your insurer will need.

Step Two: Gather Your Evidence Before Anything Else Fades

Insurance claims are decided on evidence. The stronger your evidence pack, the faster and more straightforwardly your claim will be settled. Gather everything you can as close to the incident as possible, because memories fade and witnesses move on.

Here is what you should collect:

  • Proof of ownership. Receipts, bank or credit card statements, order confirmations, or photographs of you with the item. Serial numbers are particularly valuable for electronics and optics.
  • Proof of the loss or damage. Photographs of damaged items, a unit loss report if one was raised, or written confirmation from a superior that the loss occurred during service.
  • A crime reference number where theft is involved. Report to the Service Police or civilian police as appropriate before you do anything else.
  • Your policy number and schedule.

    Have your policy documents and your policy number to hand before you contact your insurer.

  • Details of any previous claims on the same policy, if relevant.

If the worst happens mid-tour, the process is the same as it would be at home: report the loss, gather your evidence including photos, serial numbers and any unit loss report, and get in touch with your insurer.

You do not need to wait for post-tour leave to begin the process.

Step Three: Contact Your Insurer Directly

Once you have your evidence together, contact your insurer.

You do not need to wait until post-tour leave to start a claim, and the sooner it is logged, the sooner it is sorted.

Absolute Military’s kit insurance is backed by Hamilton Insurance DAC, an A-rated insurer.

An A-rated insurer has the financial strength to pay claims even in extreme circumstances. It means your cover is not backed by a shell entity or a small capacity provider.

When you call, be ready to explain clearly what happened, when it happened, and where. Keep your account factual and straightforward. Do not speculate about cause or value if you are unsure. The claims handler will guide you through what they need next.

Specialist military kit providers understand the constraints of service life.

Claims teams that understand the needs and lifestyle of HM Forces mean you do not have to explain how your job can have an impact on claims reporting and responding to letters and emails.

That is a material advantage over a standard household insurer who has never dealt with a BFPO address or a mid-deployment loss.

What Happens After You Report

Once your claim is logged, your insurer will review the evidence you have provided and may request additional information. In straightforward cases, a settlement can be reached quickly.

Within 5 days of making your claim, if it is agreed, you should receive a replacement or money straight into your bank account. If the item is repairable, this will typically be arranged within 7 to 10 days.

In more complex cases, a loss adjuster may be appointed.

The appointment of a loss adjuster can help you to present your claim and speed up progress.

This is not a bad sign. It simply means a specialist is being brought in to make sure the settlement is handled correctly and promptly.

Absolute Military’s kit cover operates on a new-for-old basis wherever possible.

New-for-old cover is provided on everything except civilian clothing and bed linen, where a deduction for wear and tear will be made. The insurer will always try to replace goods with the same item or the closest equivalent model.

Know Your Excess Before You Claim

The excess is the amount you pay towards a claim before your insurer covers the rest. Understanding your excess matters because it affects whether a small claim is worth making at all.

In addition to the overall cover level, the policy includes specific limits for certain types of claim, regardless of which cover level you choose.

The standard excess across specialist military kit policies is typically £50 per claim. For laptops or higher-risk electronics, this figure is usually higher.

One common question concerns theft from vehicles.

If you leave items unattended in a car, they must be locked out of sight in the boot or locked in a glove compartment.

Failure to do this is one of the most common reasons a vehicle theft claim is declined or disputed. It is not a grey area. Make sure anything of value is properly secured and out of sight before you walk away from the vehicle.

When the MOD Scheme Applies Instead

There is a separate MOD allowance for kit lost or damaged through the demands of service. It is worth knowing about, but it is not a replacement for insurance.

This allowance provides compensation when there is loss or damage to personal effects caused by the demands of military service. It is only available when compensation cannot be obtained under an existing insurance policy or from other sources, and the loss must not be due to carelessness or negligence on the part of the claimant.

You must submit a claim to your Commanding Officer within one month of the date of the incident, using JPA Form 014, which requires DefNet access.

The circumstances of any claim will be investigated by your Commanding Officer before approval can be given for payment. If a claim is approved, the amount of compensation paid will be assessed on the reasonable cost of replacing the article in question with a new one.

Importantly,

when a claim is partially settled by an insurance company and the shortfall, inclusive of any excess on the insurance policy, exceeds £20, compensation may still be claimed through this MOD route, provided the loss or damage resulted from the demands of service.

That means your kit insurance and the MOD allowance can work in sequence. Claim on your policy first, then pursue the shortfall through the MOD route if eligibility is met.

Items That Need Special Attention

Some items require additional thought before a claim arises, not after. High-value single items can be listed individually on your policy schedule to make sure they are covered above the standard single-article limit.

The standard single-item limit for personal possessions under the Absolute Military policy is £1,500.

If you own optics, ceremonial dress, specialist watches, or high-end electronics worth more than that, list them specifically.

Also be aware of kit that leaves your personal control.

Kit you sign in to the QM or store in an armoury is no longer under your personal control, and is not within your personal policy while it is there.

Know what you are leaving, where it is, and what state it is in before you hand it over.

Kit Stored in Transit: A Separate Risk

Posting moves and exercise moves are when kit most commonly goes missing.

Service members routinely pack up for operational tours, base relocations, or field exercises, amplifying worldwide risks. Harsh conditions and transit increase theft opportunities from storage or vehicles.

Document what you pack, photograph high-value items before they go into boxes or bags, and keep a list of serial numbers somewhere separate from the kit itself. If a bag does not arrive, you have everything you need to support a claim immediately.

For guidance on how your cover travels with you on exercise and operations, read the guide at Absolute Military Vitality Coach, which also covers how your wider benefits package works alongside your protection products.

A Final Word on Being Claims-Ready

The personnel who get claims settled fastest are those who are prepared before anything goes wrong. That means knowing your policy number, knowing your excess, knowing the notification window, and keeping a running record of what high-value kit you own and what it is worth.

Kit insurance rated number one by Fairer Finance, backed by an A-rated insurer, and designed specifically for the demands of service life is available through Absolute Military. You can review current product detail and market context in the October 2026 Market Review. Speak to an adviser by chatting with Abbie, our online helper first, if you then want to check that your current cover level is right for what you own speak to your local Advisor who Abbie can introduce you to.

Frequently Asked Questions

How long do I have to report a kit insurance claim?

You must notify your insurer of any claim within 90 days of the event or, if you are on active duty, deployed, or training at the time of the event, within 90 days of your return from active duty.

Report as soon as practically possible. The sooner the claim is logged, the sooner it can be resolved.

What evidence do I need to make a kit insurance claim?

You will need proof that the item belonged to you, such as a receipt, bank statement or photograph, along with the serial number where applicable.

If an item is lost, damaged or stolen, you will need to show that the item was yours through receipts, serial numbers, crime numbers, or photographs.

For theft, a crime reference number from the Service Police or civilian police is essential.

Will the MOD cover kit that my insurance does not pay out on?

The MOD allowance is only available when compensation cannot be obtained under an existing insurance policy or from other sources, and the loss must not be due to carelessness or negligence.

However, if your insurer partially settles a claim,

and the shortfall including any policy excess exceeds £20, compensation may be claimed through the MOD route, provided the loss resulted from the demands of service.

Always claim on your insurance first.

Does my kit insurance cover items stored in a vehicle?

Cover for items stolen from a vehicle is generally included, but only under specific conditions.

If you leave items unattended in your car, they must be locked out of sight in the boot or locked in a glove compartment.

Items left on display, even hidden under clothing on a seat, may not be covered. Always secure kit properly before leaving your vehicle.

What is the excess on a kit insurance claim?

The standard excess on a specialist military kit policy is £50 per claim. Some items, particularly electronics, carry a higher excess.

Excesses start at £50 per claim, rising for tech or theft-prone items.

Check your policy schedule so you know exactly what your excess is before a loss occurs, rather than finding out at claim time.