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Maybe we've already answered your questions in our FAQS? Take a peek...

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Make a home insurance claim

Before you claim on your home insurance, you might have some questions

Your claim considerations

Before you decide to claim on your home insurance, you might have some questions...

How to make a claim

How to make a claim 

Give us a call 

  • Have your policy number and any documents to hand
  • Give us as much information about the incident as you can
  • Report theft to the police first and ask them for a crime reference number (you'll need this when you call us to claim)
Chat and telephone lines open :
8am - 6.30pm Monday to Friday 
8am - 4pm Saturday 

Emergency assistance is available 24/7

Calls will be recorded. For Text Phone, first dial 18001.

Emergency helpline

Contact our 24 hour emergency helpline for home emergencies

If you’ve chosen Home Emergency cover, we can arrange emergency help for problems like a broken boiler, plumbing issues or loss of electrical power.

You only need to answer a few simple questions to report your home emergency, doing it online means you can also track its progress. 

If you didn't add this extra cover but require emergency assistance, don't delay in getting the emergency sorted as quickly as possible. Call our Domestic Emergency Assistance helpline to see if we can put you in contact with qualified tradespeople. 

Report a Home Emergency online
Or call the Home Emergency team on: 0800 028 5988
Lines open:
24 hours a day, 365 days a year

Or, if you want to make a claim for damage caused by a storm or flood you can report it online

Report a storm or flood claim online

If you've made a home insurance claim, what next?

Need to know about an existing buildings or contents claim?

 When you get in touch have your policy number and any documents to hand.

Use the telephone number for your dedicated claim handler first but if you can't find it, give us a call and we can talk through your claim:
Lines open:
8am - 6.30pm Monday to Friday, 8am - 4pm Saturday 
If we've asked you to send us any documents, like quotes, invoices or photos, please email them to: [email protected]
Or, if you'd prefer to post them, send copies to: Home Claims, PO BOX 7733, Bournemouth BH1 9XB 

What happens after I've made a claim?

Once you’ve called us to claim on your home insurance, you can relax. We can take care of everything. 

  • There are no further forms for you to complete. We make the process quick and hassle free
  • You have a dedicated claim handler to support you through the process
  • We can organise all repairs or replacements
We routinely monitor and share data with other industry and fraud databases and if false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies to prevent fraud and money laundering.