Aiming to make claiming easy
If you need to make a claim, make sure you have your policy number and schedule to hand. You may also find it useful to make as many notes as possible about what happened, any damage and how much the items are worth (receipts are really helpful for this) — these steps will enable our specialist team to process your claim as quickly as possible.
Before you get in touch
Switch off the electricity, water, gas etc., if this will prevent any further damage to your home, provided it is safe to do so.
Keep all damaged items which you are claiming for, as the claims handler may need to see them. If there is risk of further deterioration, take photographs of the items too.
Collect all paperwork that supports your claim including receipts, valuations, guarantees and instruction manuals. Photographs of items may help as well.
Report theft and malicious or impact damage to the police immediately.
Information to have on hand when you call
Your policy schedule: It contains your policy number and the personal details you gave when you took out cover. Please take a moment to look at the cover you bought.
Your policy excesses: It’s worth checking your policy excesses; all payable excesses are listed on your policy schedule.
Explaining the claims process
Claim is initiated by phone – during this call the Claims Team will establish whether your policy covers the nature of the claim described.
If the policy provides cover for the claim, it will be registered and guidance given on the next steps.
The Claims Team will speak to you to establish the circumstances around what’s happened and the extent of the damage. Dependent on the claim type, the extent of the damage or the potential solution, they may ask to send someone to assess the situation. If so, this will be discussed during the call.
Options will be discussed and the best approach agreed.
Estimates may be requested ahead of any work taking place and receipts or supporting documentation afterwards, to support the claim. Depending on the nature of the claim, the team can also put you in touch with authorised tradespeople.
Settlement paid (usually within three days) or, repair completed /replacement received.
What happens once a claim is registered?
Depending on the type of claim you make, it may be possible for your claim to be settled by the claims team. If your home or belongings require any repairs, it may be necessary to appoint someone to assess the damage. Once registered, a Claims handler will make sure you are always up-to-date with progress.
Contact details to submit your claim can be found on our Useful Contacts page.
