Need to make a claim?
We hope you never have to make a home insurance claim – but if you do, we’ve got your back.
Whatever’s happened, get in touch with us as soon as you can. The sooner we know, the sooner we can get things sorted for you.
9 steps to making a claim
Check your cover
It’s a good idea to check the details of your cover before you make a claim. That way, you know exactly what you are and aren’t covered for.
Check your excess and any optional extras you have, too.
Have any questions before you get started? Chat to us or check your cover in MyAccount.
Get your information together
Gather all the information you'll need, like:
- details or evidence of what’s happened
- proof of purchase for any items you want to claim for – this might be receipts or order confirmation emails
- photos or videos of the damage
- if a crime’s been committed, you’ll need the crime reference number once you’ve spoken to the police
- in some cases, a link to a replacement item or a quote for repairs
Tell us what's happened
The first step is for us to work out exactly what's happened.
Whether you've been burgled, a storm has wreaked havoc on your home, or there's been a fire, we need to understand what's gone on and what the damage is.
Make a claim
There are a few ways you can make a claim. The quickest way to make and manage a claim is in MyAccount. Log in to your account and then click ‘Claims’ to get started.
Or, if you’d rather, you can give us a call.
We'll review your claim
Whatever you’re claiming for, one of our specialist claims handlers will need to do some checks and confirm your policy’s details.
We’ll make sure that:
- you're covered for what you’re claiming for
- there aren’t any limits or exclusions that might affect you
We might ask for more info
Sometimes, we’ll need some extra details from you to help our claim handlers make their decisions.
They might ask for some of that evidence we spoke about earlier, including photos and receipts.
We may bring in one of our approved suppliers
We may work with some suppliers to support you with your claim.
This might be because they’re experts in a certain area – for instance, in carpets and flooring.
If we do choose one of our approved suppliers to help with your claim, we’ll send you a text or email to let you know and then the supplier will be in touch with you directly.
We'll let you know the outcome
If your claim’s been approved, we’ll work out exactly what we’ll cover and how we’re going to settle your claim.
We’ll let you know what the outcome is – or, if you’re working with one of our suppliers, they’ll let you know.
You’ll get your payment or repairs
Based on all our checks and your evidence, we’ll decide how to resolve your claim.
There are a few ways we could do this:
- We arrange repairs – we'll arrange for someone to rebuild, repair or replace the damaged part of your home
- We send you money – we'll pay for the cost of getting repairs sorted, and you organise the repairs yourself
- We replace damaged items – we'll either send a replacement to your door, or give you vouchers for high street stores so you can replace them yourself.
Useful guides
We have some handy resources to help support you through the claims process.
Still got questions?
Check out some of our FAQs on home insurance claims.
How long does a home insurance claim take?
Every claim is different, so there’s no set time frame for how long a claim could take.
It could take a few days, but it could also take months if it's a big or complicated claim.
We’ll keep you in the loop as much as we can, so you know exactly what to expect.
Will my home insurance go up if I claim?
It might do, yes.
This is because you could be seen as more likely to make a claim in the future.
It's different for everyone and depends on a lot of factors.
When’s the best time to report a home insurance claim?
You should report your home insurance claim as soon as possible.
Always make sure you and your family are safe before you get in touch. If you need to call the police, do that first, and then contact us so we can help.