How to make a home insurance claim

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.

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

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.

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

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.

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

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.

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.