Claims process.

We understand how distressing loss or damage to your home can be and we're here to make your claims experience as quick and hassle-free as possible with our step-by-step claims process. More information can also be found in our  Help with making a claim.  PDF: 590KB

Step 1: Report to the Police (if applicable)

Report the following to the police as soon as possible and get a crime reference number or loss report number:

  • Theft, attempted theft or loss of property.
  • Any loss or damage caused by malicious acts, vandalism, riot, civil commotion, strikes or labour disturbances.

Step 2: Check whether you're covered

Before you make a claim check your policy schedule and policy booklet to ensure you have the correct level of cover. Pay particular attention to:

  • Any endorsements and excesses that apply.
  • Details of what we will and won't cover.
  • 'Claims settlement' at the end of each section - this tells you about any conditions that may affect the amount of any claim settlement.
  • All general exceptions and conditions.

Step 3: Gather your information

To help us process your claim quickly, please have the following information to hand:

  • Your policy number.
  • The date and time of the loss or damage.
  • The police loss report number or crime reference number (if applicable).

Step 4: Make a claim

To make a claim, please call us on one of the following numbers. All lines are open 24 hours a day, 7 days a week. Call charges will vary. Calls may be recorded or monitored.

Home insurance: 0370 900 5565
(For making general home insurance claims)

Home emergency cover: 0845 155 6403
(For our home emergency service provided by Homeserve)

Family legal protection: 0370 050 0962
(For making family legal protection claims)

Legal helpline: 0370 050 0962
(For obtaining legal advice)

Domestic emergency helpline: 0800 408 9103
(For advice in the case of a home emergency and you don't already have home emergency cover)

Step 5: What happens next?

  • If your claim is accepted, we'll agree actions on the initial call and keep in touch by phone to let you know what's happening.
  • We may appoint a specialist to visit you, in which case we'll let you know.
  • Complicated claims, such as those for subsidence, may take longer than others to complete. If that's the case we'll give you the name of a personal contact that'll keep you informed about progress.

Please read our Help with making a claim.  PDF: 590KB for more detailed information on our claims process, plus hints and tips on how to protect your home.


Image of a lady on phone
Making a claim
For more information and hints & tips on how to protect your home view our Help with making a claim.  PDF: 590KB .

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