Before Making a Claim
- If the loss or damage is extensive i.e. fire or flood, please contact our claims department as soon as possible during office hours on 0800 085 3590 (9.00am - 5.00pm Monday to Friday) in order that a loss adjuster can be appointed. The adjusters will normally contact you the same day to make an appointment within 24 hours.
- If you are making a claim for suspected Subsidence, Landslip or Heave, please contact our claims department to enable a loss adjuster to be appointed to inspect the damage.
- If the claim relates to third party damage or injury, call our claims department immediately. Please do not answer any correspondence you receive in relation to the incident simply send this in.
- If emergency temporary repairs are necessary to protect your property or prevent further damage please proceed as soon as possible and submit the appropriate invoices. Please note we will only pay these costs if you have a valid claim.
- Do not dispose of any damaged property as it may be necessary for it to be inspected.
- All incidents of theft or loss of money away from your home address must be reported to the police within 24 hours after the discovery of the loss and the crime reference number provided on the claim form. A valid claim will be subject to the limit under the personal money section. Please check your policy and/or schedule to see if you are covered. Alternatively call our claims department for guidance on 0800 085 3590 (9.00am - 5.00pm Monday to Friday).
- All incidents of theft, malicious damage, riot or civil commotion must be reported to the police as soon as possible and the crime reference number provided on the claim form.
- You must not admit liability. Tell us immediately if anyone makes a claim upon you and please send any writ or summons to us straight away, unanswered.
- If you need assistance you may wish to call one of the helplines shown below. These are free and confidential services offering help and advice to policyholders. They help with a wide range of events and emergencies such as building damage, burst pipes, a blocked drain or a broken window. These services are available 24 hours a day, 365 days a year. Calls to helplines are free from UK landlines and mobile phones.
Home Assistance call: 0800 1388 112
Home Glass Replacement call: 0800 1388 113
Home Counselling call: 0800 1388 115
Please do not use these helplines to register an insurance claim or enquire about an existing claim. Please contact us during office hours on 0800 085 3590 (9.00am - 5.00pm Monday to Friday). Please note any payments made in respect of any of these services will only be considered if there is a valid claim under the policy.
