Making A Claim FAQs

We understand how distressing loss or damage to your home can be, get further help with our step-by-step claims process and our FAQs.

If you can't find the answer you're looking for, then call 0370 900 5565 and speak to one of our call centre team.

Lines are open 8am to 8pm Monday to Friday and 9am to 5pm Saturday. Call charges will vary. We may record and monitor calls.

How will I know if my claim is covered by my policy?

Your policy booklet and policy schedule will detail what you’re covered for and any exclusions that may apply.

What questions will I be asked when I register my claim?

Each and every claim is different. We'll ask you what happened, when and what action you've taken.

Will my insurance premium increase at renewal if I make a claim?

Insurance premiums may increase after a claim has been made. At renewal we'll recalculate your premium taking into account a number of factors, which may affect your no claims discount. You'll be notified of any changes to your premium in advance of your renewal date.

Do I need to keep damaged items for inspection?

Yes, it's possible that our approved specialists may want to inspect any damaged goods, please keep them until you're advised it's no longer necessary.

Will I need to provide proof of ownership?

Yes, we might request to see proof of purchase, ownership or legal responsibility. Keep hold of any evidence of ownership such as receipts, photos or videos that may help us deal with your claim.

How long will my claim take?

Some claims may be more straightforward than others. We have a national network of approved specialists and suppliers, who we may appoint to inspect damage or replace goods on our behalf.

Is wear and tear covered?

Like most Home insurance policies we don’t cover loss or damage to your home or contents due to a lack of maintenance, wear and tear, or any damage that happens gradually over time.

What is my policy excess?

This is the first part of the claim which you're responsible for paying. You can find this information on your policy schedule.

Is damage caused by pets covered?

Our policies don't cover damage caused by chewing, scratching, tearing or fouling by domestic pets.

Does claiming on Home Emergency Cover affect my No Claims Discount?

If you make a claim on Home Emergency Cover only, this won't affect your No Claims Discount.