How to make a home insurance claim
It's easy to make a home claim
If you need to make a claim, it's a good idea to have your policy schedule to hand and to note down the details of any damage. It helps us to process your claim as quickly as possible. You can register your claim by clicking on the make a home claim button below.
Water leaks and fire claims
If your claim relates to a water leak (escape of water) or fire, you'll need to call us on 0330 100 7783 to make your claim over the phone.
Lines are open:
Monday to Friday: 8am to 8pm
Saturday: 9am to 5pmFor urgent assistance 24/7 call our Home Emergency Helpline on 0800 300 684.
Home Emergency Helpline
We'll provide you with up to £200 home emergency assistance as standard. Note - cover isn’t available for the first 7 days the policy is taken out and you must use a MORE THAN authorised tradesperson.
Opening hours
24 hours a day, 7 days a week.
If you have hearing or speech difficulties:
- Textphone via Relay UK: Add 18001 before dialing; or
- Download Relay UK App on your mobile or tablet
Opening hours
Monday to Friday: 8am to 8pm
If you have hearing or speech difficulties:
- Textphone via Relay UK: Add 18001 before dialing; or
- Download Relay UK App on your mobile or tablet
Freephone Legal Advice Line
Our friendly team of legal experts are on hand to offer you confidential advice on a range of personal and domestic legal matters.
Opening hours
24 hours a day, 7 days a week.
If you have hearing or speech difficulties:
- Textphone via Relay UK: Add 18001 before dialing; or
- Download Relay UK App on your mobile or tablet
Things to consider when making a claim
Check your cover and make sure you have the relevant information to hand. Take a look at our checklists below to see what information we need to deal with your claim.
Before you call us
Before you get in touch, make sure you've checked the following:
Your policy schedule - it's easy to forget the cover you bought so take a moment to check the document we sent you, when you bought your home insurance. It contains your unique policy number and personal details you gave us.
Your policy cover excesses - this is the amount you have to pay towards claims you make. Your policy schedule lists the excesses payable. Different types of claim may have different excesses.
Accidental damage
Before you start your claim you should check you've got accidental damage cover on your policy. If you have, to process your claim we'll need to know the following:
- What exactly happened (when, where, how)
- What's been damaged
- The type, age, make, model of the item(s)
- We may also need proof of ownership e.g. a receipt/e-mail confirmation of purchase and details of where it was purchased
Theft from my home
To process your claim smoothly we'll need to know the following:
- When the incident took place
- How entry was gained to the property
- A crime reference number from the police
- The type, age, makes and models of items that were taken or damaged
- We may also need proof of ownership e.g. a receipt/e-mail confirmation of purchase and details of where it was purchased
- Whether the property is now secure
If you need help securing your home please call the 24/7 Home Emergency helpline on 0800 300 684.
If you have hearing or speech difficulties: Textphone via Relay UK: Add 18001 before dialing; or download Relay UK App on your mobile or tabletCover away from your home
Before you start a claim you'll need to check your policy includes cover for this item away from the home.
To process your claim smoothly we'll need to know the following:
- Where you believe the item may have been lost
- The type, age, make, model of the item(s)
- We may also need proof of ownership e.g. a receipt/e-mail confirmation of purchase and details of where it was purchased
- If your item was specified individually on your policy, we may ask for an up to date copy of your valuation certificate
Buildings
Depending on the type and location of the damage caused, we may ask for the following information:
- A fully itemised quote for the repairs
- Digital photos
- Dimensions of the rooms included in the claim, including floor to ceiling heights
We can provide further details and support on what is required when you speak to us. If there is evidence of leaking water please call the 24/7 Home Emergency help line on 0800 300 684.
If you have hearing or speech difficulties: Textphone via Relay UK: Add 18001 before dialing; or download Relay UK App on your mobile or tabletContents
We can process your claim a lot quicker if you have these details to hand:
- Make, model and serial number of TVs/appliances/electronic devices
- Make, model, colour and IMEI numbers of mobile phones
- Photographs of items e.g. jewellery
- We may also need proof of ownership e.g. a receipt/e-mail confirmation of purchase and details of where it was purchased
- If items are damaged, do not dispose of them before speaking to our Claims team, as we may need to inspect the damage. Where it's necessary to get rid of the items quickly due to health or safety, please take pictures to show the damage
Flooding
Gather your immediate belongings where possible, such as your phone and charger, medication, identification, important documentation and clothes, and move them somewhere dry.
Then please phone us on 0330 100 7783.
If you have hearing or speech difficulties: Textphone via Relay UK: Add 18001 before dialing; or download Relay UK App on your mobile or tablet
Once you've registered your claim with us, and where your home is uninhabitable as a result of the damage, we'll make sure you and your family (pets included) have suitable alternative accommodation.
Once we've checked your cover our experts will take steps to deal with the damage caused to your property.
What happens next?
Once you've registered a claim, a claims handler will keep you updated on progress. Depending on the claim, we can also put you in touch with our authorised tradespeople.
Important information
Calls may be recorded and monitored.
Please note that charges may apply if you call us from your mobile phone.