Home insurance claims
q1How do I make a claim?
The first thing you need to do is check whether you have:
If you’re not sure, all this information can be found in your policy documents.
What you’ll need to get started:
When you’re ready, you can tell us what happened using our online form.
q2What is my excess?
Whenever you make an insurance claim, you’ll need to pay an excess.
This is the amount of money that was set and agreed when you first took out insurance with us. Just check your policy documents to find your excess amount.
There are a couple of instances where the excess is a fixed amount.
Escape of water excess = £450
This is what you’ll pay to claim for a burst pipe or water leak.
Subsidence excess = £1,000
This is what you’ll pay to make a claim because of subsidence damage.
It’s always worth checking your excess before starting a claim, as it could help you decide if you want to continue or not. For example, if your excess is more than the current value of the item you’re claiming for, it might not be in your best interest to go ahead, especially as this could affect the price of your insurance when you renew.
Once you know your excess and you still want to make your claim, just tell us what’s happened online.
q3Will the price of my insurance go up if I make a claim?
q4I’ve lost something. What do I do?
q5I’ve accidentally damaged something at home. What do I do?
q6I’ve been burgled. What do I do?
Discovering that your home’s been burgled can be extremely upsetting. With so many things to think about, it can be difficult to know what to do.
Try to remember these three things:
Call the police and give them as much information as you can – don’t forget to ask for a crime reference number as you’ll need this later when you tell us about your claim.
Be safe try not to touch anything, especially around the point of entry or exit, as this may destroy valuable evidence.
Make a list of what’s been stolen before and after the police have been round, as you may miss things the first time.
If you have Home Emergency cover, we’ll help you to secure your home if the locks on the external doors or windows of your home are damaged. Just check your policy documents to see if you’re covered.
If you have content insurance with us, you can tell us what’s happened by starting your claim online.
q7There’s a leak in my home. What do I do?
To help prevent further damage, the first thing you should do is turn off your water stopcock to stop the flow of water.
It’s also a good idea to:
Switch off your electricity until the room or area is safe
Turn on all taps to help reduce pressure
Open windows and doors to start the drying out process
Take photos or videos of any damage (this will help if you want to claim)
If you have Home Emergency cover, we can send an authorised plumber to assess the leak. Just check your policy documents to see if you’re covered for this.
If you’d then like to start a claim, just tell us what’s happened using our online claims form.
q8How do I get an update on my claim?
Our suppliers are here to help you with any questions or problems you may have.
Please get in touch with them directly using the name and contact details we sent you by text or post (depending on which method of contact you requested).
If the supplier can’t help, start a webchat and we’ll try to get an update for you.