Make a home insurance claim

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

Before you claim:

  • You don’t need to get in touch to tell us what’s happened if you’re not making a claim.
  • It helps if you have your policy number and any documents to hand.
  • Give us as much information about the incident as you can.
  • You’ll be able to tell us if your claim’s urgent or you’re vulnerable.
  • Report theft to the police first and ask them for a crime reference number (you'll need this to make a claim). 


To make a claim:

We have different ways to get in touch based on what’s wrong, so choose from the following…

Make a home claim

If it’s not urgent our online claims form is the quickest way to submit your claim. We’ll usually get back to you within two working days but if there’s been severe weather and we’re particularly busy, it might take us a little longer. If your claim is urgent, please give us a call instead.
Claim form
Call to claim on:0330 678 5000
From abroad: +44 1202 296762

Telephone lines open:
Mon to Fri 8am - 6pm 
Sat 8am - 4pm
Calls will be recorded. For Text Phone, first dial 18001.

Home Emergency

If it’s an emergency (for example a broken boiler, plumbing issues or loss of electrical power) and you have Home Emergency cover included in your home insurance, you can use our Home Emergency form or call our 24-hour helpline below.

If you don’t have this cover but need emergency assistance, you can call our 24-hour helpline and we’ll put you in touch with qualified tradespeople as quickly as possible.
Home emergency form
Or call us on:0330 678 5246
24 hours a day, 365 days a year
Calls will be recorded. For Text Phone, first dial 18001.

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

Need to know about an existing buildings or contents claim?

Give us a call and we can talk through your claim:

Lines open:

8am - 6pm 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: Freepost LV= HOME CLAIMS

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
  • Our dedicated claim handlers will support you through the process
  • We can organise all repairs or replacements

How to stay safe when having work done in your home...

With the outbreak of the coronavirus (COVID-19) pandemic, lifestyles and attitudes around practically everything have changed.  However as the situation evolves and we emerge from the crisis, there's now an even greater respect for health and safety than ever before. 

So, we've produced a safety guide to assure our customers that when it comes to any insurance repairs undertaken in your property, your health and safety is of paramount importance to us.

Have you got a water leak...

or are you making a water leak claim?

Icon of a pile of bricks
If you have a water leak, you may not know what to do. We have a handy step-by-step guide, that is designed to help you through the process to get your home sorted.
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