Make a claim:

Accidental Damage

Please check these things before you make your claim:

• What we cover

  It's a good idea to know exactly what your policy covers.

• What we don't cover

  We don't want you to be caught out by something your policy doesn't cover. Take a moment to check what's not included here.

• Your excess

  You have to pay an excess for most home insurance claims. Find out more about excesses in this section.

• Evidence and documents

  Find out the types of evidence we might need for our claims experts to handle your claim efficiently.

Start your claim in MyAccount

The quickest way to manage your claim is in MyAccount. Before you get started, check the details of your cover. It's a good idea to look at your excess and any optional extras you have.

But if you need to speak to somebody, give us a call and we'll be on hand to help.

Give us a call

0333 220 2035

Mon to Fri: 8am - 9pm
Saturday: 9am - 9pm
Sunday: 10am - 9pm

Bank Holidays, Christmas and New Year's opening hours

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.

Chat with us

Still have questions, or want to check your cover?

What we cover

It's a good idea to understand exactly what your policy covers before you try to claim. We've summarised our Accidental Damage cover below.

What we don't cover

Accidental damage covers sudden, unexpected and unintentional damage to your buildings and contents.

Here are some things you're not covered for, plus some handy examples so you know exactly what we mean.

• Gradual damage

  Damage that happens slowly over time, like wear and tear.

• Mechanical breakdown

  Mechanical or electrical faults.

• Poor workmanship or design

  Substandard building work, poor design, broken or poor-quality materials.

• Pet damage

  Damage caused by your pet getting up to mischief.

• Deliberate action

  Deliberate, malicious or illegal damage - like cracked TV screens, if someone threw the remote at it deliberately.

Chat with us

Still have questions, or want to check your cover?

Or, you can find more information about these and other exclusions in your policy book.

Gradual damage

This is damage that happens slowly over time. This might be because of normal use, being poorly maintained or wear and tear.

Some examples of this may include:

• Render that's falling off or blistering because of damp
• Floor tiles that are chipped from use
• Window frames that are cracking because they're old
• Outside walls that have collapsed because of weathered materials
• Soft furnishings (carpets, sofas) that are worn or faded
• Appliances (washing machines, fridges) that have broken down with no physical damage
• Garden furniture that's rusted or corroded

Mechanical breakdown

This is when something doesn't work anymore because of a mechanical or electrical fault.

Some examples of this may include:

• Broken lock mechanisms, where an inside part has broken down
• An oven that isn't heating up after it's been deep cleaned
• Broken washing machines, where the motor has burnt out
• Fridge that's no longer cooling because the compressor has failed
• Broken dishwasher, where the control panel has stopped responding

Poor workmanship or design

This is when damage is caused by:

• Substandard building work
• Poor design or using bad plans
• Broken or poor-quality materials
>

An example of this is when floor tiles are damaged because units were wrongly installed on top of them.

Pet damage

This is when damage is caused by your pet chewing, scratching, tearing, going to the toilet or vomiting.

Some examples of this may include:

• Sofa fabric that's been scratched by a cat
• Carpets ruined by your puppy having a toilet mishap!

Your excess

Not sure about your excess?

Don't worry, we've broken it down here.

Your excess is the amount you pay towards a claim. It's made up of two parts:

• Compulsory excess - this is an amount that's set by us which you can't change.
• Voluntary excess - this is the amount you chose when you bought your policy. You pay it on top of your compulsory excess.

Evidence and documents

To sort your claim, we'll need supporting evidence. This might include:

• Pictures showing the damage - make sure you include all items you want to claim for.
• Proof of purchase/ownership - receipts showing the price you paid for each item. If you don't have receipts, we'll need proof of ownership, like bank statements or a photo of you with the item(s).

Please have these ready before starting your claim. You can upload pictures and documents in the Existing claims section in MyAccount.

My policy doesn't include Accidental Damage cover

Not all policies include Accidental Damage as standard. If you don't have it, you won't be able to make a claim for accidental damage right now.

Interested in adding it to your policy, so you don't have to worry about your oops moments next time? Head to our Accidental Damage page to find out more.

Chat with us

Still have questions, or want to check your cover?

I'm not sure if my policy includes Accidental Damage cover

You can check whether you have Accidental Damage cover in MyAccount.

If you have, that's great! Come back here and we'll pick up where you left off.

If you haven't, you won't be able to make a claim for accidental damage. But you can always add it to your policy in case there's a next time.

Chat with us

Still have questions, or want to check your cover?

Sorry, you can't claim for this

Your policy doesn't cover damage that's caused by grout or sealant that's:

• faulty
• worn out
• not working properly

Check your policy book for the full list of exclusions.

Chat with us

Still have questions, or want to check your cover?

Water leak damage

Please check these things before you make your claim:

• What we cover

  It's a good idea to know exactly what your policy covers.

• What we don't cover

  We don't want you to be caught out by something your policy doesn't cover. Take a moment to check what's not included here.

• Your excess

  You have to pay an excess for most home insurance claims. Find out more about excesses in this section.

• Evidence and documents

  Find out the types of evidence we might need for our claims experts to handle your claim efficiently.

Start your claim in MyAccount

The quickest way to manage your claim is in MyAccount. Before you get started, check the details of your cover. It's a good idea to look at your excess and any optional extras you have.

But if you need to speak to somebody, give us a call and we'll be on hand to help.

Give us a call

0333 220 2035

Mon to Fri: 8am - 9pm
Saturday: 9am - 9pm
Sunday: 10am - 9pm

Bank Holidays, Christmas and New Year's opening hours

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.

Chat with us

Still have questions, or want to check your cover?

What we cover

If you have a water leak in your home, this part of your cover will help pay to fix any damage that it's caused.

It covers damage caused by water escaping from any:

• fixed water tank
• water pipe
• fixed central-heating system
• domestic appliance

Here are some examples of how it works and when you'd be covered.

Buildings water leaks

Contents water leaks

What we don't cover

Here are some things we don't cover and some examples, so you understand exactly what we mean.

• Gradual damage

  Damage that happens slowly over time, like wear and tear.

• Poor workmanship or design

  Substandard building work, poor design, broken or poor-quality materials.

• Water entering from outside

  Damage caused by water coming into your home, like rain or rising water. (But another section of your policy might cover this.)

• Unoccupied properties

  Loss or damage where the property has been left empty for longer than your unoccupancy limit.

• Outdoor pipes

  We cover most water pipes - but not ones that are outside and above ground.

Chat with us

Still have questions, or want to check your cover?

Or, you can find more information about these and other exclusions in your policy book.

Gradual damage

This is damage that happens slowly over time. This might be because of normal use, being poorly maintained or wear and tear.

Some examples of this may include:

• Grout or sealant failing around your bath, sink or shower unit
• Gradual leaks - a rusty pipe that's had a slow drip for months
• Corroded pipes - a pipe that has pinhole cracks from corrosion

Poor workmanship or design

This is when damage is caused by:

• Substandard building work
• Poor design or using bad plans
• Broken or poor-quality materials

An example of this is when a builder incorrectly sealing a shower tray when they installed it, or if a plumber used the wrong pipe insert.

Your excess

Not sure about your excess?

Don't worry, we've broken it down here.

Your excess is the amount you pay towards a claim. It's made up of two parts:

• Compulsory excess - this is an amount that's set by us which you can't change.
• Voluntary excess - this is the amount you chose when you bought your policy. You pay it on top of your compulsory excess.

Evidence and documents

To sort your claim, we'll need supporting evidence. This might include:

• Pictures showing the damage - make sure you include all items you want to claim for.
• Proof of purchase/ownership - receipts showing the price you paid for each item. If you don't have receipts, we'll need proof of ownership, like bank statements or a photo of you with the item(s).

Please have these ready before starting your claim. You can upload pictures and documents in the Existing claims section in MyAccount.

Sorry, you can't claim for this

Your policy doesn't cover storm damage to gates, fences or hedges.

Find out more about this and other exclusions in your policy document.

Chat with us

Still have questions, or want to check your cover?

Storm damage

Check these things before you make your claim:

• What we cover

  It's a good idea to know exactly what your policy covers.

• What we don't cover

  We don't want you to be caught out by something your policy doesn't cover. Take a moment to check what's not included here.

• Your excess

  You have to pay an excess for most home insurance claims. Find out more about excesses in this section.

• Evidence and documents

  Find out the types of evidence we might need for our claims experts to handle your claim efficiently.

Start your claim in MyAccount

The quickest way to manage your claim is in MyAccount. Before you get started, check the details of your cover. It's a good idea to look at your excess and any optional extras you have.

But if you need to speak to somebody, give us a call and we'll be on hand to help.

Give us a call

0333 220 2035

Mon to Fri: 8am - 9pm
Saturday: 9am - 9pm
Sunday: 10am - 9pm

Bank Holidays, Christmas and New Year's opening hours

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.

Chat with us

Still have questions, or want to check your cover?

What we cover

Storm cover protects your home and what's inside it from damage caused by extreme weather.

We define a storm as:

• wind with gusts of at least 55mph
• heavy rainfall at a rate of at least 25mm per hour
• snow to a depth of at least 30cm in 24 hours
• hail that causes damage to hard surfaces or breaks glass

We can only cover your home for storm damage if you maintain it properly. That means you get things fixed as soon as you can if there’s any issues, and generally keep it in good nick.

Chat with us

Still have questions, or want to check your cover?

What we don't cover

Here are some things we don't cover, plus some examples so you can see exactly what we mean.

• Storm conditions not met

  Loss or damage where the storm conditions haven't been met.

• Gradual damage

  Damage that happens slowly over time, like wear and tear.

• Gates, fences or hedges

  Loss or damage caused to gates, fences or hedges.

• Poor workmanship or design

  Substandard building work, poor design, broken or poor-quality materials.

Chat with us

Still have questions, or want to check your cover?

Or, you can find more information about these and other exclusions in your policy book.

Storm conditions not met

This is when our storm conditions weren't met, meaning:

• the windspeed was less than 55mph
• the rainfall was less than 25mm per hour
• the snow depth was less than 30cm in 24 hours
• the hail wasn’t hard enough to damage hard surfaces or glass

Gradual damage

This is damage that happens slowly over time. This might be because of normal use, being poorly maintained or wear and tear.

Some examples of this may include:

• Roof tiles that are shattered, cracked or displaced
• Facia boards that are disintegrating and rotten
• Chimneys where the cement has deteriorated
• Roofs where the nails are worn

Gates, fences or hedges

We don't cover loss or damage to gates, fences or hedges. That includes:

• Gates that have been blown off their hinges
• Snapped fence posts
• Fence panels that are leaning or blown over

Poor workmanship or design

This is when damage is caused by:

• Substandard building work
• Poor design or using bad plans
• Broken or poor-quality materials

Some examples of this may include:

• Chimney flashing that wasn't sealed or installed properly
• Tiles installed wrongly or not lined properly
• Materials that aren't good quality

Your excess

Not sure about your excess?

Don't worry, we've broken it down here.

Your excess is the amount you pay towards a claim. It's made up of two parts:

• Compulsory excess - this is an amount that's set by us which you can't change.
• Voluntary excess - this is the amount you chose when you bought your policy. You pay it on top of your compulsory excess.

Evidence and documents

To sort your claim, we'll need supporting evidence. This might include:

• Pictures showing the damage - make sure you include all items you want to claim for.
• Proof of purchase/ownership - receipts showing the price you paid for each item. If you don't have receipts, we'll need proof of ownership, like bank statements or a photo of you with the item(s).

Please have these ready before starting your claim. You can upload pictures and documents in the Existing claims section in MyAccount.

Theft

Check these things before you make your claim

• What we don't cover

  We don't want you to be caught out by something your policy doesn't cover. Take a moment to check what's not included here.

• Your excess

  You have to pay an excess for most home insurance claims. Find out more about excesses in this section.

• Evidence and documents

  Discover the types of evidence and documentation we may need for our claims experts to process your claim more efficiently.

Start your claim in MyAccount

The quickest way to manage your claim is in MyAccount. Before you get started, check the details of your cover. It's a good idea to look at your excess and any optional extras you have.

But if you need to speak to somebody, give us a call and we'll be on hand to help.

Give us a call

0333 220 2035

Mon to Fri: 8am - 9pm
Saturday: 9am - 9pm
Sunday: 10am - 9pm

Bank Holidays, Christmas and New Year's opening hours

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.

Chat with us

Still have questions, or want to check your cover?

What we don't cover

You're not covered for:

• Theft from your garage, outbuildings or garden if you have our Admiral level of cover
• Your belongings being stolen from your car while it's parked on your land, if it hasn't been locked. You also won't be covered if you didn't keep them out of sight in the boot or a storage compartment.
• Theft while your home is empty
• Theft or attempted theft by anyone you let into your home (including your family), unless they got in by force or violence.

Find more information about these and other exclusions in your policy booklet.

Chat with us

Still have questions, or want to check your cover?

Your excess

Not sure about your excess?

Don't worry, we've broken it down here.

Your excess is the amount you pay towards a claim. It's made up of two parts:

• Compulsory excess - this is an amount that's set by us which you can't change.
• Voluntary excess - this is the amount you chose when you bought your policy. You pay it on top of your compulsory excess.

Evidence and documents

To sort your claim, we'll need supporting evidence. This might include:

• proof of purchase - receipts showing the price you paid for each item
• proof of ownership - if you don't have receipts, we may ask for bank statements or a photo of you with the item(s)

You'll also need to let the police know. If your phone's been stolen, ask your service provider (for instance, EE or Sky) to block it.

You should have these bits ready before starting your claim. You can upload pictures and documents in the Existing claims section on MyAccount.

All other household claims

Check these things before you make your claim

• Your excess

  You have to pay an excess for most home insurance claims. Find out more about excesses in this section.

Start your claim in MyAccount

The quickest way to manage your claim is in MyAccount. Before you get started, check the details of your cover. It's a good idea to look at your excess and any optional extras you have.

Chat with us

Still have questions, or want to check your cover?

But if you need to speak to somebody, give us a call and we'll be on hand to help.

Give us a call

0333 220 2035

Mon to Fri: 8am - 9pm
Saturday: 9am - 9pm
Sunday: 10am - 9pm

Bank Holidays, Christmas and New Year's opening hours

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.

Your excess

Not sure about your excess?

Don't worry, we've broken it down here.

Your excess is the amount you pay towards a claim. It's made up of two parts:

• Compulsory excess - this is an amount that's set by us which you can't change.
• Voluntary excess - this is the amount you chose when you bought your policy. You pay it on top of your compulsory excess.

Home Emergency Claim

Start your claim online

It's simple and easy to make your claim online.

We have a supplier who helps us out with these claims. To make a Home Emergency claim, please use our supplier's portal. You can link this in the 'Emergency Help' section in MyAccount.

Or you can call our 24-hour emergency helpline:

0345 609 4375

This helpline is available 7 days a week, 365 days a year

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.

Do I have home emergency cover?

It depends on which level of cover you have.

Home Emergency cover	Optional
Home Emergency Extra cover	Optional	Optional

If you're not sure, you can double check in MyAccount or in the documents we sent you by post.

Family Legal Protection Claim

Give us a call

Have you spoken to our legal advice team yet? If not, call the number below to chat through your options. We'll try to answer your call as quickly as possible.

0117 927 1852

If you're calling from England or Wales, you can give us a call 24 hours a day, seven days a week.

If you're calling from another country, the helpline is available 9:00am to 5:00pm Monday to Friday. It's not open on public and bank holidays.

If you call outside these times, we'll take a message and call you back.

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 and 02) from both mobiles and landlines.

Already spoken to legal advice? Then start your home insurance claim here:

Did whatever you're claiming for happen before 1 September 2022? If so, you were insured with our previous supplier. They're called Arc Legal, and you might be sent their way instead.