Making a home insurance claim

Your home matters to us. This is why we’ve made claiming quicker and easier. From starting your claim to getting it settled, we’ve kept it simple and straightforward. Learn more about what you’ll need, how to start your claim, and what we’ll do to settle it.

How we'll review and settle your claim

Before you start

 Here's what you'll need to do before you get in contact with us:

  • make the police aware as soon as possible on 101 or 18001 101 for text phone users, if your claim is due to theft, riot, malicious acts or vandalism. Make sure you get a crime reference number.
  • prevent further damage to your property where safe to do so by making urgent repairs, such as turning off water from the mains supply, repairing locks that have been damaged or securing broken doors or windows.
  • find your policy number and have it to hand; check your policy schedule for this.
  • check your level of cover to make sure you’re covered for what you’re claiming for. You’ll find this in your policy schedule and policy booklet.

You can find copies of our policy documents in our existing customers section.

Tell us what has happened

  • we'll discuss the details of your home insurance claim, this will include:
    - what has happened and when
    - how it happened
    - where it happened
    - what has been damaged, lost or stolen.
  • we'll discuss your home insurance policy and advise if you're covered and any excess that may apply to your claim.

    • Please make sure to give us honest responses as the details you tell us will affect how your claim turns out.

    What we'll need from you

    To help process your claim we may also ask you to provide proof of ownership and value to support your claim.

    This could include:

    • receipts
    • invoices
    • credit agreements
    • photos or videos
    • pre-loss valuations.

    What you can expect

    If you need to make a home insurance claim, this is how we'll process your claim:

    • discuss your claim and give you advice on what the next steps will be, including advice on any excess payments.
    • depending on the extent of the damage, we can
      - carry out rebuild work or make repairs
      - replace items
      - give you a cash payment.
    • if we think you need help with a complex claim, our in-house Personal Claims Consultants will visit your home and provide you with expert advice, face to face.

    Limits, terms and exclusions apply.

    Getting back to normal

    We can arrange for our trusted suppliers to repair or replace lost or damaged items.

    This includes items such as:

    • bikes and pedal cycles
    • electrical equipment
    • furniture 
    • jewellery.

    We'll arrange for trusted companies to make any structural repairs to your home. If you're unable to live in your home safely while the repairs are being made, we'll provide accommodation for you, your family and any pets.

    Limits, terms and exclusions apply.

    Things you can do to support your claim

    Here are some helpful tips on what you can do to support your home insurance claim.

    Theft or vandalism

    See our hints and tips for theft and vandalism:

    • make a list of any stolen or damaged items, including any damage to the property.
    • contact the police as soon as possible of the incident on their non-emergency helpline 101 or 18001 101 for text phone users.
    • the police will provide a crime reference number, please make a note of this. The crime reference number will be needed to help us process the claim.
    • try and secure your home as soon as possible to prevent any further damage to your home.

    Preventing further damage

    If possible and safe to do so, try and make any urgent repairs to your home to prevent any further damage.

    This could include:

    • turning off water from the mains supply in the event of an escape of water
    • repairing locks that have been forced or damaged
    • repairing or securing broken doors and windows.

    If there are any non urgent repairs needed, please contact us on the claims helpline before you make any further repairs.

    Limits, terms and exclusions apply.

    Providing evidence

    To help us process your home insurance claim, you'll need to provide details of any lost items or damage.

    See our hints and tips:

    • check each room in your property and make a list of any items that have been stolen or damaged
    • please keep any damaged goods as we may need to see them to process the claim
    • if possible please take photos or a video of the damage to your home.

    Limits, terms and exclusions apply.

    Halifax is a division of Bank of Scotland plc. Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Bank of Scotland plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 169628.