Home Insurance Claims

How to make a home insurance claim

First check your home insurance policy and your policy summary carefully to make sure that the loss or damage is covered by your policy.

Call the telephone number shown on your policy summary as soon as possible to report the loss or damage. A claims advisor will tell you how to proceed with your claim.

If you are asked to complete a claim form, please fill it in and return it as soon as possible to the address shown on the claim form. You should also enclose any other information you have been asked to provide.

If you have had to pay a tradesman to make urgent repairs to prevent further loss or damage you should ask for and keep hold of any receipts they give you.

For non-urgent repairs or replacements, please follow the instructions we give you. We may ask you to get estimates or want to see the damage ourselves before agreeing to any work.

Please make sure you provide the policy number shown on your summary each time you contact us.

What if my home has been burgled?

If something has been stolen from your home or you home has been broken into, call the police straightaway and make a note of the crime reference number which they will give you.

Financial Services Compensation Scheme (FSCS)

Your insurer is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if your insurer cannot meet their obligations. This depends on the type of business and the circumstances of the claim.

For claims against insurers, the first £2,000 of an insurance claim is covered in full, plus 90% of the balance. You can learn more about this scheme at www.fscs.org.uk and by calling 0207 892 7300.

Home insurance customer services helpline

Call us on 0870 606 1617 for policy advice and questions.

Lines are open Monday to Friday 8am to 9pm, Saturday 8am to 5pm and Sunday 9am to 5pm.