A claim is a formal request to an insurer, or to whoever is legally liable, to pay for loss or damage, backed by evidence of what happened and what the loss is worth. For goods in storage, who you claim from depends on whose cover protects them.
At Wigwam
Contents Protection is Wigwam's own policy, underwritten by RSA under its "Self Storage Customers' Goods" scheme. To claim on it, write to us asking us to notify a claim (clause 48 of our terms). We pass it to our insurer, and you give us, the insurer or its loss adjuster the information and evidence reasonably needed. For theft, cover needs forcible entry to the unit. The insurer's payment for your goods comes to you, less anything you owe us. Under clause 48 the claim starts with us, not RSA.
How soon a claim must be made isn't published; ring 0800 2545585 as soon as you find the loss and ask. On the same call, ask where to send your written request.
The Summary of Insurance is the document clause 48 says the cover follows. It isn't published online; you get it with the cover and can ask us for a copy. Our walkthrough describes the policy as New-for-Old (replacement as new, though clothing, linen and vehicles allow for age and wear, and antiques are at market value) with a £50 excess (the first £50 of a claim, which you pay).
Two things can cut a payout further. Under-insurance is settled in proportion: declare half the true value and you recover half the loss, so keep your declared value at full replacement value. And clause 48 says "If You fail to pay any insurance charges then any insurance cover in respect of the Goods will cease immediately from the date such charges are overdue."
If your situation is different
You use your own home or business policy: claim with your own insurer directly.
You're claiming against us, not an insurer: clause 30 limits our liability for loss of or damage to goods to cases of our negligence or breach of contract, and then to "the sum of £100 in total". For consumers, the Consumer Rights Act 2015 (s.57(3)) stops it preventing recovery of the storage fees paid.
Either way, photograph the damage before you move anything, keep the damaged items until you're told otherwise, and have your inventory ready with values.
How do I make a claim if something in my unit is damaged? has the full detail.
Related terms: Contents protection · Declared value · Exclusions · Inventory
Related questions: How do I make a claim if something in my unit is damaged? · Who is responsible if mould appears in my storage unit?