Coronavirus (COVID-19) update

You can get instant help 24/7 from our virtual assistant or visit our Coronavirus help and support page for frequently asked questions about COVID-19. Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

If you’re driving less, you may be able to temporarily lower your mileage and could be entitled to a refund.
Find out more on our lockdown car insurance refund page.

Making a home insurance claim

Our claims process

If you suffer loss or damage to your property or its contents, please report the incident to us as soon as you can. You can do that in different ways:

Start your claim online

You can start your claim online instead of calling us. It's easy to do and is often faster.

Just complete this form to tell us what happened and what you’re claiming for.

Call to make a claim

0345 603 3590

During the festive season

We're open 8am - 4pm on
Christmas Eve and New Year's Eve.

We're closed on Christmas Day,
Boxing Day and New Year's Day.

Otherwise it's business as usual, and our Home Emergency helpline is still open 24 hours.

Opening hours

  • Mon - Fri 8am - 6pm
  • Saturdays 9am - 2pm
  • Sundays Closed
  • Bank holidays 9am - 2pm

24 hour emergency helpline

In the event of an emergency, call our 24-hour emergency helpline.

0345 301 6238

Reporting your claim

If your home cannot be lived in due to damage caused by fire, flood or escape of water; or something needs to be done to secure the property i.e. damage to locks, windows or doors following theft, attempted theft, vandalism or malicious acts.

If you have been a victim of theft, vandalism or have lost items outside of your home, we will require a crime or loss reference number.

Please keep any damaged items for inspection. Evidence of ownership such as purchase receipts and photographs will also help us to deal with the claim.

For small claims, it’s sometimes possible to deal with them over the telephone through our approved suppliers. If we are unable to do this, we may ask for estimates or quotations from you to support your claim.

For larger claims, it’s likely we’ll arrange for a Claims Adviser to come out and visit you as soon as possible. In the event that your home is so badly damaged that you need another place to stay, alternative accommodation costs can be covered under the buildings and contents section of your policy (limits apply).

What will I be asked for?

  • Your insurance policy number.
  • The date and time that the accident happened
  • Details of the event
  • What the damage was to your building and/or contents
  • A police report number or reference if you were given one