Existing customers.

For home insurance you can rely on, you’re already in the right place.

We’re proud of our customer service. Our team are on hand to help you and if you ever need to claim, you’ll have access to specialist claims advisers and a 24/7 Home Emergency Homeline to find you a tradesman. Plus, there are no claim forms to complete.

And remember, unlike many other insurers, there’s no interest charged as standard for paying monthly by direct debit. Just make sure you keep up your payments so you remain covered.

Making a claim

To make a claim please make sure you have a few things available:

  • Your policy number which is the number beginning with a three letter prefix (for example HDA123456789) that can be found on your policy document
  • Any repair quotes you've received

Claims Process:

1. Contact us at the appropriate number:

2. Answer some quick questions so we can identify you
3. Provide your claim details to a Halifax claims manager
4. Provide any supporting info to speed things up


After making a claim

5. We, or our representatives will carry out work to replace or repair your items and make payments directly to you.


Emergency claims

If you have a sudden or unforeseen situation, such as a flood or a broken window, then you have the option of making an emergency claim.

If your policy includes Home emergency cover you are covered up to £1000 with no excess for a wide range of household emergencies. See your Home emergency policy booklet for full details of what is covered.

If you do not hold Home Emergency cover, you can still use the Emergency Homeline to get in touch with an approved tradesperson. You will need to pay for the emergency repairs however, if your policy covers the damage you can go ahead and claim for it in the normal way.


Legal expenses

To make a claim on your Legal Expenses Cover please call on the numbers below


Storm or flood damage

Storm claims

Storm conditions causing structural damage and water ingress, potential damage includes tiles coming off the roof and water leaking through the roof.

Before you continue please note that the following are not covered by your policy as a result of storm damage:

  • The excess
  • Damage to fences, hedges or gates

Flood claims

Before you continue please note that the following are not covered by your policy as a result of flood damage:

  • The excess
  • Damage caused by frost
  • Damage to property left in the open

For all other storm or flood damage to your property:

We recommend that you speak with one of our customer service advisors who will be happy to assist you. They can be contacted on:

If emergency temporary repairs are required to make your property weatherproof, these can be put in hand immediately. However, we should be given the opportunity of inspecting the damage before permanent repairs are carried out. Please note that the settlement of your claim will be net of any excess that may be applicable to your policy, the amount of which can be found on your policy schedule. Before you proceed with registering your claim we must remind you that by doing so you could lose some or all of your entitlement to a no claims discount. This may increase your premium at next renewal and individual underwriting action may also be considered. We would also like to remind you that we exchange information with insurers through various databases to help us check information provided and also to prevent fraudulent claims.

Policy renewal

You will receive your renewal documents about 21 days before your renewal date.

If you pay by direct debit you don't need to do anything, your policy will automatically renew.

If you pay annually call us on the phone numbers below with your  debit/credit card details to renew.

  • Halifax Home Solutions (HIA) policy owners, please call us on 0345 604 6531.
  • Halifax Home Options (HDA) policy owners, please call us on 0345 604 6532.
  • For all other policies, please call 0345 600 6001.

Switching to a hassle free way of paying couldn't be simpler, just speak to our agent about setting up a no interest monthly direct debit payment. Just make sure you keep up your payments so you remain covered.

If you pay annually and your renewal date passes your policy will cancel unless you contact us.

Your policy number is the number beginning with the three letter prefix found on the top left hand corner of your policy document i.e. HIA123456789


Changes to Policy

Remember before your renewal make sure your policy covers everything you need. If you need to change your answers to any of the questions we've previously asked, for example because you've made alterations to your home or its contents, or improvements to your house, make sure that we know, or your policy could become invalid or future claims affected.

Change your details

Changing details

Sometimes things change. You have kids, you need to expand or improve your house, you build a shed in your back garden. Sometimes, you change your name, or get a new phone number. All of these things will have an effect on your policy, or access to it.

Don't worry, though. To make adjustments to your policy, e.g. to change your contact details such as your name, or correspondence address please give us a call on the numbers below. Please have your policy number to hand so you get through to the right person first time.


Call us on:

Please remember your policy number is the number beginning with the three letter prefix found on the top left hand corner of your policy document i.e. HIA123456789


Tips and advice

Prevention is better than a cure, so we've put together some useful hints and tips to protect your home and belongings from damage

Useful guides


Additional cover

Need to add to your existing cover? We offer a range of additional cover options to help you tailor your needs.

  • Accidental damage optional cover
  • Personal belongings
  • Legal expenses

All of the cover options will require you to pay a little extra.


Calls will be recorded and may be monitored for training and/or quality purposes.