Coronavirus (COVID-19) update

Last updated: 31st March 2020

Following the Government’s announcement asking everyone to stay at home, we’re making some changes to the way we work to make sure we’re looking after our people and our customers. We’re setting up as many of our colleagues as possible to work from home, but this will take a few days.

In the short-term, we’re only accepting new business online. That means new customers can't buy insurance over the phone.

Existing customers: Please don’t phone unless it’s absolutely necessary.

We need to prioritise:

  • Customers who have an urgent claim, for example your car is undrivable following an accident, you are injured, or your home is uninhabitable.
  • Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

If you have questions about your renewal or want to make a change to your policy, you can use our virtual assistant. If your policy is due to renew in the next week and you haven’t opted for auto-renewal, please call us. If you have opted for auto-renewal, please make sure your insurance still meets your needs.

For more information and frequently asked questions about COVID-19, go to our Coronavirus help and support page.

Before you start

Do you have everything you need?

  • Your policy number
  • The full address on your policy
  • Details of what happened and when
  • Details of what you're claiming for
  • Photos or videos of any damage
  • Receipts for any damaged items
  • Crime reference number if applicable

Do you have any questions?

If you’re not sure about what your policy covers, or you need help on deciding whether to claim or not, just ask us.

Ask a question

Do you have your policy details?

If you can’t find your policy documents or don’t have them to hand, just download our current Home Insurance guides to help.


Ready to claim?

Start your claim online

It’s often quicker to start your claim online than calling us. Just use our form to tell us what's happened and what you're claiming for.

Start your claim online

Talk to our claims team

If it’s an emergency or you’d prefer to start your claim over the phone, just give us a call.

Talk to our claims team

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