Home insurance customer support

An excess is the amount you'll pay towards any successful claim you make.

So, if you have an excess of £300, and make a claim for £1,000, you only pay £300 and we pay £700.

The excess that applies to your policy will vary, depending on the level of cover you’ve selected and the excess amounts you’ve chosen.

We’ll send you details of your renewal and price before your renewal date. Unless you have asked us not to, your policy will be set to renew each year automatically. You may still need to contact us to pay for your policy.

You can choose not to automatically renew at any time. If you have chosen this, you will need to contact us before your renewal date if you wish to stay covered with us. If you forget to renew or don’t get a new policy, your home won’t be insured.

We'll pay claims where your contents are lost or stolen while you're moving home. We'll do this if they're being moved within the United Kingdom by a professional removal firm. They'll also be covered while they're being stored by the firm for up to three days.

We may also pay claims for accidental damage, depending on what kind of cover your have.

You don’t have to speak to us - you can view a summary of your cover, excess and premium online 24 hours a day.

Can’t get online or we’ve asked you to call?  Our number is 0345 300 5178, lines are open Monday to Friday 8am to 6pm and Saturday 9am to 1pm.

You don’t have to speak to us - you can make a claim or check the status of an existing claim online whenever it suits you, 24 hours a day.

Can’t get online or we’ve asked you to call?  Our number is 0345 300 5178, lines are open Monday to Friday 8am to 6pm and Saturday 9am to 1 pm.

If your home suddenly becomes unfit to live in, due to a fire or flood for example, you can call us 24 hours a day on this number to make an urgent claim.

You don’t have to speak to us - you can check what cover we offer or get a quote online whenever it suits you, 24 hours a day.

Can’t get online or we’ve asked you to call?  Our number is 0345 982 5347, lines are open Monday to Friday 8am to 6pm and Saturday 9am to 1 pm.

You don’t have to speak to us - you can manage your policy online whenever it suits you.

If you want to and view and change your cover, renew or cancel your policy, it's all possible 24 hours a day.

Can’t get online or we’ve asked you to call?  Our number is 0345 300 5178, lines are open Monday to Friday 8am to 6pm and Saturday 9am to 1 pm.

If you’re finding things difficult at the moment, we may be able to help. 

Get in touch with us on 0345 122 1511, lines are open Monday to Friday 8am to 6pm and Saturday 9am to 1 pm.

You can tell us about a bereavement online and we’ll get in touch with you.

If you would prefer to speak to someone our number is 0345 300 7033, lines are open Monday to Friday 8am to 6pm and Saturday 9am to 1 pm.

If you have Home Emergency cover and need support, call Allianz Assistance on 0345 641 9796.

Lines are open 24 hours a day.

Please call within 48 hours of discovering your emergency otherwise your claim may be declined.

If you have Legal Expenses cover and need support, call Arc Legal Assistance.

If your policy number starts with HAP call 0345 300 1820 or if it starts with HBP call 0345 300 1425.

Lines are open 24 hours a day.

We’re sorry we’ve let you down.

Get in touch with us on 0345 300 5178, lines are open Monday to Friday 8am to 6pm and Saturday 9am to 1 pm.