Insurance FAQs

How do I make a claim on my home insurance?

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

How to make a claim

Read our guide to what you can and can’t claim for

How the claims process works

Your guide to water leak claims 

Before you claim:

  • 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) 


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.

0330 678 5000

From abroad+44 1202 296762

Telephone lines open:
Mon to Fri 
8am - 6pm 
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.

24hr helpline telephone icon 0330 678 5246

24 hours a day, 365 days a year
Calls will be recorded. For Text Phone, first dial 18001.