Make a home insurance claim

A few things first

Claiming online is simple, quick and easy.

IMPORTANT INFORMATION: If your claim is for a home emergency, you need to contact the Home Emergency Helpline for your policy.

Call our Home Emergency helpline

What you will need

  1. Details of the claim such as what happened, where, when and a list of items that have been lost, stolen or damaged.
  2. Proof to support your claim such as receipts, photos, videos, etc. We'll email you a link after you've submitted your claim to upload these.
  3. Your bank account details to pay your claim, if it's successful.

How it works

  1. We'll review the details you've submitted and let you know if you're covered and the excess you'll need to pay.
  2. You'll need to upload some proof to support your claim.
  3. If the claim is accepted we will repair, replace, rebuild or give you a cash payment.

We might decide to send someone over to help you through the process, if needed.

Before you continue

Before you start to make a claim, check your policy booklet and policy schedule. These will show you your cover and excess. The excess is the amount you must pay towards the cost of a claim.

Making a claim can increase your home insurance premium when you renew next time. 

Keep in mind that making a claim may impact your home insurance in the future. This could include a change to the amount you pay when you renew your policy. But don’t worry. If we need to make any changes, we'll write to you to explain what these are. We'll do this at least 21 days before your renewal is due.

Make sure you:

  • get a crime or lost property number from the police for theft, criminal damage or lost items.
  • try to stop any leaks. For example, turn off the water and arrange for a plumber. We don't cover plumbing costs for repairing the leak itself, unless the pipe is frozen or the damage was accidental and you have Accidental Damage cover.
  • prevent further damage by making urgent repairs, if needed, like fixing a forced lock or broken window.
  • keep damaged goods safe and take photos of them - you'll need them as proof of what has been damaged. You can get rid of frozen food but make a list of everything and take photos.
  • check if you have other kinds of cover that could help, like gadget or mobile phone insurance. It might have a lower excess to pay.

Section 1 of 3

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Month
Year


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Section 3 of 3

Tell us what happened

Try to include information such as:

  • when and where the incident happened
  • how it happened
  • what you are claiming for
  • who or what caused the damage
  • if you’ve reported the incident
  • who did you report it to
  • a crime or lost property number
     

If your claim is for buildings or for a tenants improvement, make sure you describe in detail what has been damaged, affected rooms and the size of affected rooms - include details like height, width and length in feet and inches or metres and centimetres.

 

If you don't know, tell us when you think it happened.
Day
Month
Year
If different parts have been affected, please select the most affected part.
Pick the closest option from the list below:
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Please select all that apply from the list:
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Please select all that apply from the list:
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Please specify
Please provide as much information as you can to help us understand what happened:
Model/make/rooms etc
If so please provide details of estimates here:
By this we mean any vulnerabilities or disabilities that we need to be aware of when supporting you with your claim.


If we accept your claim, we might send you a full or part cash payment to cover the loss or damage. Please provide your bank details.

 

This does not apply to your claim if your claim is for frozen food, loss of items (except for lost keys for your home), or accidental damage (unless the damage means that your home is not secured, or the damage is to keys to outside doors, safes or alarms).

 

All done

If your claim is classed as a high priority we’ll aim to contact you within 24 hours.

If you need urgent support (i.e. you cannot live in your home or it is not secure and need to speak to us) please call us. If you’re calling outside of our operating hours, you may be directed to our out of hours support team.


Preventing Fraud
Fraudulent claims can lead to a rise in premiums for you and everyone. If you make an exaggerated or fraudulent claim, we won’t cover it and you might have to pay back anything we’ve paid out in dealing with the claim. We’ll also cancel your policy from the date that the fraud took place.

 

Submit your claim

Data Privacy Notice

Your personal information is important to us. We take steps to keep it safe. We make sure we're clear about how we use it and we help you to stay in control. We collect information from you and about you. Find out more about how we use your information and your data privacy rights.