An important message for our home insurance customers

Some of our online and phone services won't be available from 11pm on Saturday 8th October until 3pm on Sunday 9th October. This is so we can make some improvements to our systems.

Our home emergency phone lines and online claims services will still be available, but you won't be able to get a quote, or make changes to your home insurance policy during this time.

We're sorry if this causes you any inconvenience.

Home insurance claims

We're here to help

Start your claim online

Give it a go – it’s often faster than calling us.

Just complete this form to tell us what happened and what you’re claiming for.

Start claim online

Festive opening hours

  • Christmas Eve & New Year's Eve 8am - 4pm
  • Christmas Day, Boxing Day & New Year's Day CLOSED
  • New claims: 2nd January 9am - 5pm
  • Existing claims: 2nd January CLOSED

Otherwise it's business as usual, and our emergency helpline is still open 24 hours.

Call to make a claim

0345 246 8534

Call 0345 246 8534

Monday-Friday
8am - 8pm
Saturday
9am - 5pm
Sunday
Closed
Bank Holidays
9am - 5pm

Emergencies (24hr)

0345 301 6243

Call 0345 301 6243

If your home cannot be lived in due to damage caused by fire, flood or escape of water; or something needs to be done to secure the property i.e. damage to locks, windows or doors following theft, attempted theft, vandalism or malicious acts.

What will I be asked for when I call?

  1. Your insurance policy number
  2. The date and time that the incident happened
  3. Details of the event
  4. What the damage was to your building and/or contents
  5. A police report number or reference, if you were given one

Other things we might need

Please keep hold of any damaged items in case we need to see them. Receipts and photographs will also help us with the claim.

We’re able to deal with some small claims over the phone through our approved suppliers. If we can’t do this we may ask for estimates or quotations from you to support your claim.

For larger claims, it’s likely we’ll ask a claims adviser to come and visit you as soon as possible. If your home is so badly damaged that you need another place to stay, we’ll keep a roof over your head up to your insured amount.

Man looking at book from bookshelf, under a sign saying Claims FAQs

Important Information

Important Information

Due to the recent storm, our claims team are currently very busy. Please bear with us and we'll do our best to help you as quickly as possible.

If you've got our Buildings Insurance and need to carry out urgent storm repairs to help prevent further damage to your home, such as fixing a temporary cover on a damaged roof to stop rainwater getting in, you can submit an invoice for this as part of your online claim.

Subject to your policy cover, storm damage repairs up to £750 (including temporary repairs) may be eligible for fast-track approval.

Please be aware, we don't cover storm damage to hedges, gates and fences.