Claims process.

We understand how distressing loss or damage to your home can be and we are 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 making a claim leaflet (PDF: 1.24MB).

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 are 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 will not 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 ring 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 do not already have home emergency cover)

Step 5: What happens next?

• We will write to confirm your claim details and keep in touch by phone to let you know what is happening.
• We may ask an independent loss adjuster to visit you, in which case we will let you know.
• Complicated claims, such as those for subsidence, may take longer than others to complete. If that is the case we will give you the name of a personal contact that will keep you informed about progress.

Please read our making a claim leaflet (PDF: 1.24MB) for more detailed information on our claims process, plus hints and tips on how to protect your home.