Registering your claim
Who do I phone to register my claim?
You register your claim directly with the insurer. Their contact details are on your Statement of Fact, which also has your policy number.
Log in to access your policy documents.
What will they ask when I call to register a claim?
They'll ask you what happened and when it happened, and what action you've taken so far. Then you'll be asked what you're claiming for and the approximate cost(s) involved.
What information must I provide to support my claim?
Receipts, guarantees, instruction manuals, valuations or photographs of your valuables can help to support a claim on these items. By valuables we mean items such as jewellery, watches, works of art and collections, and items made of gold or silver.
You may be asked to provide estimates or invoices for the repair or replacement of your contents. If the claim involves a building repair, normally two estimates are required for comparison.
If the incident involves theft or criminal damage, or if any property has been lost outside of the home, call the police straightaway and make a note of the crime number they give you.
Who are approved suppliers and specialists?
Some insurers have approved suppliers, specialists and claim adjusters who may inspect damage or replace goods on the insurer's behalf. Details of a supplier or specialist for your claim will be discussed when you report the incident.
How long will it take to sort out my claim?
Some claims are more straightforward than others – when you call to register your claim, the claims advisor will give you an estimate of the timescale involved.
About your policy
How will I know if my claim is covered by my policy?
You can check if any loss or damage is covered in the Home Insurance Policy Booklet. Cover and compulsory excesses vary between Silver, Gold and Platinum home insurance.
You can also log in to check your policy documents.
Wherever possible, your insurer will tell you during your first call whether your claim is covered.
What is a policy excess?
The total policy excess is the amount of a claim that you agree to pay – your insurer will cover the remaining amount. Details of the excess are in your Statement of Fact.
The insurer may deduct the excess from the settlement of your claim, or alternatively the appointed specialist or supplier will collect this amount from you on our behalf.
Is my policy 'new for old'?
Yes. We'll replace any lost, stolen or damaged items with new ones where available, or give you the cash.
If a cash settlement is agreed for any items, it will be limited to the replacement cost to us. The Home Insurance Policy Booklet has full details.
What should I do if I believe my house is suffering from subsidence?
Subsidence is the downward movement of the ground supporting your house. It usually results in small diagonal cracks to the weaker parts of the home, typically above and below windows and doors. Contact your insurer directly and they'll advise you on the next steps.
