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Protecting customers with insurance since 2001

Make a claim

How to make a home insurance claim

Help when you need it most

Ways to get in touch for help with a home emergency or to make a claim

If you've experienced a home emergency

  • If you have home emergency assistance or home emergency cover included with your policy, please call our 24/7 home emergency helpline. We'll help arrange urgent repairs*. For more extensive repairs, such as fixing the damage, you'll need to make a claim
  • If you don't have home emergency assistance or home emergency cover, you'll need to arrange urgent repairs. After this, call our 24/7 claims helpline to start a claim

If you need to make a claim

  • Urgent claims: if your claim is urgent, for example you've had a water leak, flood or fire, please call our 24/7 claims helpline
  • Non urgent claim - if your policy number starts HI: make your buildings or contents claim online when you register a new claims account
  • Non-urgent claim - if your policy number starts MTHP: you can make a buildings or contents claim online

Contact us

Before you start your claim

Check your cover and excesses which you can find in your policy schedule. Different types of claim may have different excesses.

Important: damaged items

Please speak to our claims team before disposing of any damaged items as we may need to inspect them first. If health and safety is a concern, please take photos to document the damage. Once you have done this, you can safely dispose of the items.

Need to make an accidental damage claim?

Accidental damage is optional on some of our policies. Before you start a claim, please check you've got accidental damage cover.

Broken television and plant fallen over.

When you'd need to claim for accidental damage

We've all had an 'oops' moment. Perhaps it was spilling wine on a carpet, or putting your foot through the floor of the loft. These are the types of scenarios that accidental damage cover is for.

When you start your claim, we'll ask you to provide details including:

  • What happened and when
  • How many items have been damaged
  • What's been damaged
  • The type, age, make, model of the item(s)
  • Proof of ownership, such as a receipt/invoices, and where you purchased the item

Need to make a buildings claim?

You may need to make a buildings claim if damage has been caused to the structure of your home. For example, plumbing, walls, roof, windows, kitchen units and bathroom suites.

Have you experienced a home emergency?

Please call us if you've experienced a home emergency. These include burst pipes, break-ins or roof leaks. They can also include anything where further damage is likely, or there's a risk to health and safety.

The number you need to call depends on the cover you have:

If you're not sure what cover you have, check your policy schedule.

When you register your claim we'll ask you to provide details including:

  • What happened
  • What part of your home has been damaged
  • Which rooms have been affected
  • If your home is secure
  • If there are any issues with your water or electricity supply
  • How much you have been quoted to fix the damage
  • Photographs of the damage

Need to make a contents or personal possessions claim?

Contents include items in your home that could be taken with you if you moved home. For example, furniture, TVs, laptops, jewellery and clothing.

Have you experienced a break-in?

You'll need to contact the police and obtain a crime reference number, which we'll ask for if you make a claim.

If you need help securing your home following a break-in, please call us.

The number you need to call depends on the cover you have:

If you're not sure what cover you have, check your policy schedule.

Theft or loss of possessions away from home

Firstly, check you have personal possessions cover included with your policy. You can find this information in your policy schedule.

When you register your claim, we'll need you to tell us where you think you lost the item(s) or where the item(s) were stolen. Plus the crime reference number, if applicable.

When you register your claim, we'll ask you to provide details including:

  • When the incident happened
  • The type of item(s) you are claiming for such as electrical or jewellery
  • Make, model and serial number of TVs/appliances/other electronic devices
  • Make, model, storage capacity, colour and IMEI numbers of mobile phones and tablets
  • Photographs of the items you are claiming for
  • We may also need proof of ownership e.g. a receipt/invoice and details of where it was purchased
Man sitting in chair reading book.

What happens next?

When you register your claim online we’ll call you with the next steps.

If you submit your claim online:

  • Before 12pm, we'll aim to be in touch the same day
  • After 12pm, we'll aim to be in touch the next working day

We'll only call between 8am to 8pm Monday to Friday, or 9am to 5pm Saturday.

We can also put you in touch with an authorised tradesperson if necessary.

Frequently asked questions about home claims

Please note:

*You must use a MORE THAN authorised tradesperson. If your policy number starts with HI, home emergency assistance isn't available during the first 7 days after taking out your policy.

Calls may be recorded and monitored. Charges may apply if you call us from your mobile phone.