Getting you back on track matters to us. From starting your claim to getting it settled, we've kept it simple and easy.
There are a few things you'll need to do first:
Stop further damage to your home where safe to do so. Arrange urgent repairs, repair locks that have been damaged or secure broken doors or windows, and if you have a leak, turn off water from the mains supply.
If you have Home Emergency Cover, you can call our Home Emergency Helpline 24 hours a day to help with this. You would need to pay for the repair and claim back afterwards, certain exclusions apply, please check your policy booklet for details.
Take some photos of what has been damaged. If you’re claiming for contents in your freezer, don’t forget to take a few photos before you throw them away. You’ll need these photos when you start your claim.
Have a look at your policy booklet and policy schedule to check your level of cover. Making a claim may impact your home insurance terms and conditions. This can affect how much you pay when you renew. If your policy changes, we'll write to you to explain. We'll do this at least 21 days before your renewal is due.
Before you decide to claim, check your cover and how much excess you might need to pay, before deciding your next step.
Give us as much information about the incident as you can, and we’ll check to see whether you’re covered. If you are, we’ll tell you what happens next. For example, we would explain what documents you’ll need to support your claim.
We'll assess your claim and may contact you for more information. We may send you a link to upload some supporting documents, depending on the type of claim. For example, we may ask for evidence of what has been damaged or proof of ownership.
The time it takes to settle a claim differs from claim to claim. For any valid claim for loss or damage that is covered by your policy, we’ll work with our own suppliers to either repair or replace it. If we can’t, we’ll give you a cash payment or pay your supplier directly.