Make a claim:

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.

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.

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

How to claim

You must call us within 48 hours of discovering the emergency. Landlord Emergency cover includes temporary repairs only.

You can't claim under a new Landlord Emergency policy for the first 7 days of your policy unless you're renewing an existing policy.

We cover boilers and central heating when there's a complete loss of heating and hot water.

We can help if your property can't be lived in because of total electrical failure, but not power cuts or National Grid issues.

Start your claim online

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

Click the link in the 'Emergency Assistance' section and one of our claims team will get back to you.

Or you can call our 24-hour emergency helpline:

0333 234 9984

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.

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.