Home insurance claims process

Here is everything you need to know about our claims process

Making it easy for you to claim on your home insurance

Take a look at our simple claims process

We show you in four easy steps how your claim will be dealt with from your first call to completion.

    Step 1 - What to do first

    • Call 0330 678 5000*, so we can get to work. Our dedicated claim handlers will help you all the way through the process. 
    • Tell us all the details of your claim. We check that you're covered by your insurance and explain if you have to pay any excess. The more details you can give us during your first call, the quicker we can process your claim.
    • We may ask to see some documents, like photos, quotes, invoices or receipts. We'll let you know what we need and how you can send them to us.
    • After that, we take over, keeping in touch regularly to let you know what's happening.

    If you purchased Home Emergency cover and require home emergency assistance you can use our online notification form or call 0330 678 5246.

    *Lines Open: Mon to Fri 8am - 6pm, Sat 8am - 4pm. For Text Phone first dial 18001, Calls may be recorded.

    Step 2 - the claims team springs into action

    • If we asked you for documents, we may be able to validate your claim based on the information you've sent us. We'll settle your claim via a repair, replacement item(s) or a cash payment.
    • If not, it's likely we'll organise a supplier to help with your claim. They will contact you within 48 working hours (4 hours if an emergency). In some cases, we may also arrange for an inspector to visit your property.
    • If your claim is straightforward, we sometimes give our suppliers full authorisation to process your claim. In this case, they become your first point of contact.
    • Once our supplier has validated your claim, they work with you until the claim's settled. Again, your settlement could be repairs, replacement item(s) or a cash payment.

     

    Step 3 - What happens next?

    • If we identify that a third party is liable for your damage or loss, we will look to recover costs of the claim from the other side, including any excess you may have paid.
    • Some claims may be covered by other insurance policies you have through other services, like a travel provider, bank or mobile phone provider. Where dual cover is in force, we will ask for this information and seek a contribution from the other insurer.

    Step 4 - Completion

    • Once everything has been finalised and payments made, your claim is then closed.
    • You can still get in touch if you have any questions about your claim - we'll be very happy to help.