Make a claim:

Home Insurance

Tell us about your type of claim

I am the policyholder or joint policyholder

What to do if you're not the policyholder

We'll need to speak to the Policyholder to make sure they're happy for you to handle the claim for them, so they will need to be present when we speak to you.

Give us a call

0333 220 2035

Mon to Fri: 8:00-18:00
Saturday: 09:00-16:00
Sunday: Closed

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.

New Claim
Existing Claim

We have five options for you to choose from:

We have four options for you to help with your existing claim

  • Manage your claim in MyAccount

    You can also view and update existing claim information in MyAccount.

    Log in to MyAccount

  • Connect via Messaging

    Message one of our claims experts.

  • Suppliers are dealing with my claim

    If you have been told a supplier is dealing with your claim, please contact them for an update. You should have received their contact information when registering your claim.

  • Give us a call

    0333 220 2035

    Mon to Fri: 8:00-18:00
    Saturday: 09:00-16:00
    Sunday: Closed

    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.

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Accidental Damage

Good to know

Accidental Damage cover isn't included as standard on all policies, so please check if you have cover before trying to make a claim.

Please check the following before submitting your claim:

Start your claim in MyAccount

The quickest way to manage your claim is through MyAccount. You can check the details of your cover, including your excess and any optional extras on your policy, before deciding whether to make a claim.

Log in to my account

However if you need to speak to somebody, please call us.

Give us a call

0333 220 2035

Mon to Fri: 8:00-18:00
Saturday: 09:00-16:00
Sunday: Closed

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.

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What we don't cover

You're not covered for accidental damage caused by the following:

  • wear and tear - any damage caused by gradual, everyday use. For example, worn carpets, rot, or mildew.
  • mechanical or electrical breakdown - for example, your fridge or TV have stopped working but there's no physical damage.
  • pets - damage caused by your pet chewing, scratching, tearing, fouling or vomiting.

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

Buildings Accidental Damage Cover Contents Accidental Damage

Buildings Accidental Damage Cover

Buildings Accidental Damage

Accidental Damage cover is available with our Buildings Insurance policy. Depending on the level of cover you choose Accidental Damage may automatically be included as part of the policy. The tables below show further information.

Admiral

Admiral Gold

Admiral
Platinum

Glass And Sanitary Ware Accidental Damage

Full Buildings Accidental Damage

 Available Available

What does Buildings Accidental Damage cover include?

This covers damage to the building, fixtures and fittings such as:

  • if a ball was kicked and accidentally smashed a window
  • if you were doing DIY to the property and you accidentally hit a pipe
  • accidental damage to locks, such as if your key snapped in the lock
  • accidentally burning the kitchen surface with a hot pan
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Your excess

Unsure of your excess?

Standard Home Holiday & Second Homes

Standard Home

Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).

Buildings Compulsory Excess

Excess Type Amount
Accidental Damage £100

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Contents Compulsory Excess

Excess Type Amount
Accidental Damage £100

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Claims for buildings and contents

If you are claiming for both buildings and contents, you will only pay one excess for the claim.

This will be calculated using the largest excess value from the buildings or contents sections above.

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Evidence and documentation

To process your claim, we need supporting documentation which may include:

  • pictures showing damage - make sure you include all items in the claim.
  • proof of purchase/ownership - receipts showing the price you paid for each item, or proof of ownership, such as 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 via the Existing Claims section on MyAccount.

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Escape of Water

Good to know

Escape of water or leaking water is when water leaks out from pipes or appliances in the home, causing damage to your property. These include radiator pipes, central heating systems, washing machines and dishwashers.

Do you have Home Emergency Cover?

If you have Home Emergency or Boiler Emergency cover, please make your claim on our supplier's online portal.

Emergency supplier's online portal

Alternatively, call our 24-hour emergency helpline:

0345 609 4375

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.

If you're unsure if you have Home Emergency or Boiler Emergency cover, check your policy schedule on MyAccount or in your postal documents if you requested them.

Please check the following before submitting your claim:

Start your claim in MyAccount

The quickest way to manage your claim is through MyAccount. You can check the details of your cover, including your excess and any optional extras on your policy, before deciding whether to make a claim.

Log in to my account

However if you need to speak to somebody, please call us.

Give us a call

0333 220 2035

Mon to Fri: 8:00-18:00
Saturday: 09:00-16:00
Sunday: Closed

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.

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What we don't cover

Good to know

If you are on a Gold or Platinum policy, you will have Trace and Access cover included. This covers the cost of removing and replacing parts of the building when trying to locate a water or oil leak. It doesn't include repairing the source of the leak.

You're not covered for:

  • wear and Tear - any damage caused by gradual, everyday use. For example, failure of grout or sealant around your bath, sink or shower unit.
  • damage to your home if it has been left unoccupied for more than 60 days unless agreed beforehand.
  • fixing the leak itself, unless caused by frozen pipes bursting.

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

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Your excess

Standard Home Holiday & Second Homes

Standard Home

Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).

Buildings Compulsory Excess

Excess Type Amount
Flood £250
Escape of Water £500

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Contents Compulsory Excess

Excess Type Amount
Storm £250
Escape of Water £500

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Claims for buildings and contents

If you are claiming for both buildings and contents, you will only pay one excess for the claim.

This will be calculated using the largest excess value from the buildings or contents sections above.

Holiday & Second Homes

Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).

Buildings Compulsory Excess

Excess Type Amount
Flood £500
Escape of Water £500

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Contents Compulsory Excess

Excess Type Amount
Storm £500
Escape of Water £500

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Claims for buildings and contents

If you are claiming for both buildings and contents, you will only pay one excess for the claim.

This will be calculated using the largest excess value from the buildings or contents sections above.

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Evidence and documentation

To process your claim, we need supporting documentation which may include:

  • pictures showing damage - to make sure we offer the repair needed.
  • proof of purchase/ownership - receipts showing the price you paid for each item, or proof of ownership, such as 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 via the Existing Claims section on MyAccount.

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Storm Damage

Good to know

Sometimes damage happens to your home following bad weather. However, your home isn't covered for damage caused by all weather. A well-maintained home should withstand usual weather conditions.

Do you have Home Emergency Cover?

If you have Home Emergency or Boiler Emergency cover, please make your claim on our supplier's online portal.

Emergency supplier's online portal

Alternatively, call our 24-hour emergency helpline:

0345 609 4375

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.

If you're unsure if you have Home Emergency or Boiler Emergency cover, check your policy schedule on MyAccount or in your postal documents if you requested them.

Please check the following before submitting your claim:

Start your claim in MyAccount

The quickest way to manage your claim is through MyAccount. You can check the details of your cover, including your excess and any optional extras on your policy, before deciding whether to make a claim.

Log in to my account

However if you need to speak to somebody, please call us.

Give us a call

0333 220 2035

Mon to Fri: 8:00-18:00
Saturday: 09:00-16:00
Sunday: Closed

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.

Back

What we don't cover

You're not covered for damage caused in the following circumstances:

  • any damage to gates, fences or hedges following a storm.
  • any damage caused by gradual wear and tear or a lack of maintenance. For example, a rotten facia, or a roof or rendered wall in poor condition.
  • where storm conditions have not been met.

We define a storm as:

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

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

Back

Your excess

Standard Home Holiday & Second Homes

Standard Home

Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).

Buildings Compulsory Excess

Excess Type Amount
Storm £100

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Contents Compulsory Excess

Excess Type Amount
Storm £100

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Claims for buildings and contents

If you are claiming for both buildings and contents, you will only pay one excess for the claim.

This will be calculated using the largest excess value from the buildings or contents sections above.

Holiday & Second Homes

Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).

Buildings Compulsory Excess

Excess Type Amount
Storm £500

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Contents Compulsory Excess

Excess Type Amount
Storm £500

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Claims for buildings and contents

If you are claiming for both buildings and contents, you will only pay one excess for the claim.

This will be calculated using the largest excess value from the buildings or contents sections above.

Back

Evidence and documentation

To process your claim, we need supporting documentation which may include:

  • pictures showing damage - when the storm has passed, and its safe to do so. This ensures we offer the repair needed.
  • proof of purchase/ownership - receipts showing the price you paid for each item, or proof of ownership, such as 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 via the Existing Claims section on MyAccount.

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Theft

Good to know

Please make sure you have reported the theft to the police as we'll require a Crime Reference Number to validate the claim.

Is your home safe and secure?

If you think your home is unsafe, it would be best for us to speak to you in more detail. Please call our 24 hour helpline:

0333 220 2035  

(call fees)

Do you have Home Emergency Cover?

If you have Home Emergency or Boiler Emergency cover, please make your claim on our supplier's online portal.

Emergency supplier's online portal

Alternatively, call our 24-hour emergency helpline:

0345 609 4375

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.

If you're unsure if you have Home Emergency or Boiler Emergency cover, check your policy schedule on MyAccount or in your postal documents if you requested them.

Please check the following before submitting your claim:

Start your claim in MyAccount

The quickest way to manage your claim is through MyAccount. You can check the details of your cover, including your excess and any optional extras on your policy, before deciding whether to make a claim.

Log in to my account

However if you need to speak to somebody, please call us.

Give us a call

0333 220 2035

Mon to Fri: 8:00-18:00
Saturday: 09:00-16:00
Sunday: Closed

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.

Back

What we don't cover

You're not covered for:

  • theft from your garage or outbuildings if you have our Admiral level of cover.
  • loss of or damage to you or your family's contents while they are kept in the open on the land that your home stands on. (but not high risk items etc).
  • loss or damage from anyone staying in your home unless force or violence has been used.

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

Back

Your excess

Standard Home Holiday & Second Homes

Standard Home

Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).

Buildings Compulsory Excess

Excess Type Amount
Theft £100

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Contents Compulsory Excess

Excess Type Amount
Theft £100

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Claims for buildings and contents

If you are claiming for both buildings and contents, you will only pay one excess for the claim.

This will be calculated using the largest excess value from the buildings or contents sections above.

Back

Evidence and documentation

To process your claim, we need supporting documentation which may include:

  • proof of purchase/ownership - receipts showing the price you paid for each item, or proof of ownership, such as bank statements, or a photo of you with the item(s).

The loss must be reported to the police. Any mobile phones must be blocked by the service provider.

It is a good idea to ask your service provider to block your mobile phone, if it has been taken.

Please have these ready before starting your claim. You can upload pictures and documents via the Existing Claims section on MyAccount.

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All other household claims

Please check the following before submitting your claim:

Start your claim in MyAccount

The quickest way to manage your claim is through MyAccount. You can check the details of your cover, including your excess and any optional extras on your policy, before deciding whether to make a claim.

Log in to my account

However if you need to speak to somebody, please call us.

Give us a call

0333 220 2035

Mon to Fri: 8:00-18:00
Saturday: 09:00-16:00
Sunday: Closed

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.

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Boiler/Home Emergency Claim

Good to know

Home Emergency cover includes temporary repairs only. Claims must be reported within 48 hours of discovery.

Start your claim online

It's simple and convenient to register your claim online.

Log in to MyAccount

Click the link in the ‘Emergency Assistance’ section and a claim handler will get back to you.

Or you can call our 24-hour emergency helpline:

0345 609 4375

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.

Do I have boiler or home emergency cover?

It depends on which Home Insurance you have. Boiler Emergency cover is included as standard in our Admiral Gold Home Insurance. Home Emergency cover is included as standard in our Admiral Platinum Home Insurance.

You can also add Home Emergency cover as an add-on when buying Admiral or Admiral Gold policies. If you're unsure, please check your policy schedule in MyAccount or in your postal documents if you requested them.

If you have this cover, please call our 24 hour emergency helpline:

What is boiler emergency cover?

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Family Legal Protection Claim

Have you spoken to our legal advice team yet? If not, please call the number below to discuss your options:

  • Give us a call

    During opening hours you can speak to somebody directly to discuss you claim. We will endeavour to answer your call as quickly as possible.

    0117 927 1852

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

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

    Start your Family Legal Protection claim

    Start your Family Legal Protection claim

  • If the incident start date of your claim is before 1st September 2022 you were insured with our previous supplier Arc Legal, and you may be directed to them.

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Your excess

Standard Home Holiday & Second Homes

Standard Home

If you have a voluntary excess to your policy, that amount will be added to the compulsory excesses shown below to provide the total excess value.

Buildings Compulsory Excess

Excess Type Amount
Flood £250
Escape of Water £500
Subsidence £1,000
All other Buildings Claims £100

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Contents Compulsory Excess

Excess Type Amount
Flood £250
Escape of Water £500
All other Buildings Claims* £100

*This includes claims for Accidental Damage, Storm, Accidental Loss, Theft, Fire, Underground services, Vandalism or Malicious acts and Escape or loss of oil. The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Claims for buildings and contents

If you are claiming for both buildings and contents, you will only pay one excess for the claim.

This will be calculated using the largest excess value from the buildings or contents sections above.

Holiday & Second Homes

If you have a voluntary excess to your policy, that amount will be added to the compulsory excesses shown below to provide the total excess value.

Buildings Compulsory Excess

Excess Type Amount
Subsidence £1,000
All other Buildings Claims £500

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Contents Compulsory Excess

Excess Type Amount
All other Buildings Claims £500

The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.

Claims for buildings and contents

If you are claiming for both buildings and contents, you will only pay one excess for the claim.

This will be calculated using the largest excess value from the buildings or contents sections above.

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