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 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
  • Any repair quotes you've received
  • 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

Claims Process:

1. Contact us at the appropriate number:

Policies starting with HIA 0845 604 6531
Policies starting with HDA 0845 604 6619
All other policies 0845 600 0774
2. Answer some quick questions so we can identify you
3. Complete your claim forms with the necessary details
4. Provide any supporting info to speed things up
5. Agree any visits by a personal claims consultants if needed

After making a claim
6. 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.

See your home policy for full details of what’s covered, then call the appropriate number below and follow the same claims process as outlined above.

Policies starting with HIA 0845 601 2651
Policies starting with HDA 0845 672 2803
All other policies 0845 602 7307

Legal expenses

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

Policies starting with HIA 0845 604 6509
Policies starting with HDA 0800 028 0861
All other policies 0845 602 7309

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 caused by frost
  • Damage to property that does not belong to the policyholder
  • Damage caused by wear and tear, gradual deterioration or due to a lack of maintenance
  • Damage to vehicles

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

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:

  • Policies starting with HIA 0845 604 6531.
  • Policies starting with HDA 0845 604 6532.
  • All other policies 0845 600 6001.

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 0845 604 6531.
  • Halifax Home Options (HDA) policy owners, please call us on 0845 604 6532.
  • For all other policies, please call 0845 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.

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:

Policies starting with HIA 0845 604 6531
Policies starting with HDA 0845 604 6532
All other policies 0845 600 6001

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

Flood advice

It's important you react quickly but calmly once you've been warned of an imminent flood. There are a number of simple steps you can take to protect you against floods and reduce potential damage to your property.

1: Put plugs into sinks and weigh them down with something heavy.

2: Turn off your water, gas and electricity supplies to prevent contamination or fire.

3: Unplug all electrical items and store upstairs or as high up as possible. 

4: Disconnect all appliances connected to pipes in case they move during flooding.

5: Place sandbags around all doorways, airbricks and windows but make sure you leave adequate room for ventilation.

6: Move as much furniture as you can upstairs, alternatively raise them up on bricks or blocks and move them away from the wall – this helps when drying your property later. If some pieces are too large to carry, weigh them down to ensure they don't float around and cause further damage.

7: Silicone sealant – open doors and windows, smear a layer of this around the frame, then shut and lock the door/window.

8: Empty the contents of any chests of drawers or cupboards too heavy to move, into boxes and store upstairs.

9: Think about permanently moving sentimental items upstairs so you do not forget them in case of a flood. 

10: If you can, roll up rugs and carpets and put them upstairs.

11: If there is no time to take down curtains, hang them over the rail so they are kept above the flood water.

12: Leave internal doors open or ideally remove them and store them upstairs.

13: Outside the house, move anything not fixed down to a safer location, barbecue, dustbins or similar.

14: Move your car to high ground to avoid damage.

15: Weigh down manhole covers outside the house to prevent them floating away and leaving a hazardous hole.

16: Keep important personal documents in a sealed bag and in a location safe from floodwater.

17: Keep details of your insurance policy somewhere safe.

Useful Links

Met Office - weather warnings
Environment Agency - offers a flood warning alert service by telephone and lots of practical advice
CIRIA - advice on what to do if your home is flooded
CILA - helpful leaflets on flood repair to download
Highways Agency - latest traffic updates if you are planning to travel through affected areas
Health Protection Agency - advice on reducing health risks from flooding
Local councils - search for and contact your local council

Useful Telephone Numbers

Environment Agency Floodline - 0845 988 1188
Highways Agency Information Line - 08457 504030
Emergency services - 999


  • The Police co-ordinate emergency services and help with evacuation from flood areas.
  • The Fire Service is responsible for life saving, rescue and recovery. They will also help with pumping out floodwater, for which there may be a charge.

Remember, you can call the Environment Agency Floodline on 0845 988 1188 any time, day or night, for real-time flood warnings and advice.

Flood prevention

You might not be able to stop the rain but there are a number of things you can do to aid flood protection and reduce potential damage to your property.

Here are ten tips for guarding against flood and storm damage.

1:  Be prepared
As a homeowner, it's important to know whether your property is at risk of flooding. When sever weather is forecast, it's wise to check with the Environment Agency's Floodline (tel. 0845 988 1188), who will issue warnings and updates on areas likely to flood, giving you time to take action if needed.

2:  Have sand at hand
If flooding is a possibility, you may want to keep a stock of sandbags in the garage or shed to help prevent rising waters entering your house through the doors.

3:  Clear the basement
Homes with cellars or basements are particularly vulnerable to internal damage from flood water. If there is a potential for flooding, you may want to keep any rooms that are below ground free of valuables and soft furnishings.

4:  Move upstairs
As soon as you become aware of an imminent flood, move all valuable items, including any electrical equipment, to an upper floor.

5:  Pull the plug
Unplug any large appliances that can't be moved upstairs, such as washing machines or cookers. In the event of an evacuation following a flood warning, turn off the electricity at the mains to prevent the risk of shock or fire. You may also want to contact your gas supplier to discuss whether your gas need to be turned off during the period your home is at risk.

6:  Plan for your pets
Don't forget to make contingency plans to protect your pets. Move outdoor pets, such as rabbits and guinea pigs, into your home, and keep dogs and cats safely inside. If you are concerned that you may be flooded, it's a good idea to ask friends or relatives who are not affected to look after your pets.

7:  Up on the roof
Water damage isn't just confined to flooding. High winds can bring rain into your home through poorly maintained roofs. Loose tiles should be fixed firmly in place and any that are broken should be replaced.

8:  Clear thinking
Storms can also overload gutters and downpipes, creating additional water damage. Make sure that rain can't get into your home by keeping gutters clear and making sure that doors and windows fit securely. It is also worth getting downpipes checked to make sure they are not blocked. If they are, they should be cleared to prevent overspill.

9:  Get in touch
If you have been affected by a flood, phone your insurer as soon as possible. Halifax Home Insurance will be able to offer you practical help and support.

10:  Put safety first
Even when flooding subsides, it might not be safe to enter your home because of the effect water has had on the wiring. The Electrical Safety Council (tel. 0870 040 0561, www.esc.org) has a leaflet detailing what action you may need to take after flood has damaged your property. Their advice includes not switching on any mains-connected appliances or lights.

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

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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

Read our hints and tips guide
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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
  • Home emergency

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

Find out more about adding additional cover
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