Make a claim:

Accidental Damage

Please check the following before submitting your claim:

• What we don't cover

  Find out which scenarios you're not covered for.

• Your excess

  You must pay an excess for most landlord insurance claims. You'll find out more about excesses in this section.

• Evidence and documentation

  Find out what evidence we may need for our claims team to process your claim as efficiently as possible.

Start your claim in MyAccount

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

But if you need to speak to us, please get in touch.

Give us a call

0333 234 9968

Mon to Fri: 8:00-18:00
Saturday: 9:00-16:00
Sunday: Closed

Bank Holiday, Christmas, and New Year 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.

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, or a lack of maintenance. For example, worn carpets, rot, or mildew.
• Mechanical or electrical breakdown - for example, your fridge or washing machine have stopped working but there's no physical damage.
• Pets - damage caused by pets chewing, scratching, tearing, fouling or vomiting.
• Loss or damage caused by illegal activity - unless you or anyone managing the property for you have carried out tenant ID and banking checks and inspect your property every six months.

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

Your excess

Unsure of your excess?

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

• Compulsory excess - the amount set by us which can't be changed
• Voluntary excess - the amount you chose when you bought your policy, which is paid on top of your compulsory excess

Claims less than your excess won't be covered.

Buildings Compulsory Excess

Contents Compulsory Excess

Claims for buildings and contents

If you're claiming for both buildings and contents, you'll only pay one excess for the claim.

Evidence and documentation

To process your claim, we'll need some supporting evidence which may include:

• Pictures showing damage - to make sure we offer the right repair
• Proof of purchase/ownership - receipts showing the price you paid for each item, or proof of ownership (like bank statements or a photo of you with the item or items)

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

My policy doesn't include Accidental Damage cover

Accidental Damage cover (also known as tenant damage) isn't included as standard on all our policies.

Don't want to worry about your tenants' oops moments next time? You can always add it to your policy in case there's a next time.

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

Don't worry if you're not sure or can't remember - you can check whether you have Accidental Damage cover in MyAccount. Heads up - it's also known as tenant damage.

Or, if you'd rather, you can chat to us to check your cover.

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.

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.

Escape of Water

Please check the following before submitting your claim:

• What we don't cover

  Find out which scenarios you're not covered for.

• Your excess

  You must pay an excess for most landlord insurance claims. You'll find out more about excesses in this section.

• Evidence and documentation

  Find out what evidence we may need for our claims team to process your claim as efficiently as possible.

Start your claim in MyAccount

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

But if you need to speak to us, please get in touch.

Give us a call

0333 234 9968

Mon to Fri: 8:00-18:00
Saturday: 9:00-16:00
Sunday: Closed

Bank Holiday, Christmas, and New Year 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.

What we don't cover

You're not covered for escape of water caused by the following:

• Wear and tear - any damage caused by gradual, everyday use or from a lack of maintenance.
• Damage to your property if it has been left unoccupied for more than the number of days shown on your policy schedule, unless agreed beforehand.
• Fixing the leak itself, unless it's been caused by frozen pipes bursting.

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

Your excess

Unsure of your excess?

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

• Compulsory excess - the amount set by us which can't be changed
• Voluntary excess - the amount you chose when you bought your policy, which is paid on top of your compulsory excess

Claims less than your excess won't be covered.

Buildings Compulsory Excess

Contents Compulsory Excess

Claims for buildings and contents

If you're claiming for both buildings and contents, you'll only pay one excess for the claim.

Evidence and documentation

To process your claim, we'll need some supporting evidence which may include:

• Pictures showing damage - to make sure we offer the right repair
• Proof of purchase/ownership - receipts showing the price you paid for each item, or proof of ownership (like bank statements or a photo of you with the item or items)

Please have these ready before starting your claim. You can upload pictures and documents via the 'existing claim' section on 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 documents.

Storm Damage

Please check the following before submitting your claim:

• What we don't cover

  Find out which scenarios you're not covered for.

• Your excess

  You must pay an excess for most landlord insurance claims. You'll find out more about excesses in this section.

• Evidence and documentation

  Find out what evidence we may need for our claims team to process your claim as efficiently as possible.

Start your claim in MyAccount

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

But if you need to speak to us, please get in touch.

Give us a call

0333 234 9968

Mon to Fri: 8:00-18:00
Saturday: 9:00-16:00
Sunday: Closed

Bank Holiday, Christmas, and New Year 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.

What we don't cover

You're not covered for:

• any storm damage to gates, fences or hedges
• any damage caused by gradual wear and tear or a lack of maintenance - for example, a rotten fascia or a rendered wall that's in poor condition
• damage where our storm conditions haven't 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.

Your excess

Unsure of your excess?

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

• Compulsory excess - the amount set by us which can't be changed
• Voluntary excess - the amount you chose when you bought your policy, which is paid on top of your compulsory excess

Claims less than your excess won't be covered.

Buildings Compulsory Excess

Contents Compulsory Excess

Claims for buildings and contents

If you're claiming for both buildings and contents, you'll only pay one excess for the claim.

Evidence and documentation

To process your claim, we'll need some supporting evidence which may include:

• Pictures showing damage - to make sure we offer the right repair
• Proof of purchase/ownership - receipts showing the price you paid for each item, or proof of ownership (like bank statements or a photo of you with the item or items)

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

Landlord Emergency Claim

Good to know

Landlord Emergency cover helps with emergencies listed in your policy book. These include:

• broken boilers
• blocked sinks or waste pipes
• broken windows, doors and locks

You can also get £250 towards the cost of a new boiler if yours costs more to repair than it does to replace.

We'll help arrange and pay for any temporary repairs you need to sort the emergency at your property.

You have four days from when you first noticed the problem to make a claim.

We don't cover:

• general repairs
• permanent fixes for the issue
• emergencies in properties that are empty for more than 30 days

Start your claim online

Making a claim online is simple and easy.

Click the link in the 'Emergency Assistance' section to open the claims form.

Or call us on our 24-hour emergency helpline:

0333 234 9984

Our helpline is open 7 days a week, 365 days a year.

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

Landlord Legal Protection Claim

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

• Give us a call

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

  0117 927 1853

  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 Landlord Legal Protection claim

  Start your claim

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

Your excess

Unsure of your excess?

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

• Compulsory excess - the amount set by us which can't be changed
• Voluntary excess - the amount you chose when you bought your policy, which is paid on top of your compulsory excess

Claims less than your excess won't be covered.

Buildings Compulsory Excess

Contents Compulsory Excess

Claims for buildings and contents

If you're claiming for both buildings and contents, you'll only pay one excess for the claim.

Evidence and documentation

To process your claim, we'll need some supporting evidence which may include:

• Pictures showing damage - to make sure we offer the right repair
• Proof of purchase/ownership - receipts showing the price you paid for each item, or proof of ownership (like bank statements or a photo of you with the item or items)

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