Making a home insurance claim

Call our personal claims number and we will take all your details in minutes. No claim forms, no waiting - we do it all for you there and then. We'll oversee all aspects of your claim so you can rest assured we'll be looking after your interests.

If you would like some more information about making a claim on your home insurance, click here to go to our Home Insurance Claims FAQs.

If you have taken any of our Optional Extras (Home Emergency, Family Legal Protection, Pest Cover or Annual Travel Insurance) and need to make a claim, please see below for details.

Home Emergency

The Home Emergency claims team are very experienced in providing help to homeowners in times of crisis. Simply call the home emergency helpline, and give your name, address and postcode and the nature of the emergency. They will then arrange for a local reputable contractor to come to your home and carry out emergency repairs. One of the advisors will call you to confirm the details of the appointed contractor, and the time of their visit. No need to call around for quotes or to find dependable tradesmen - one call to the home emergency helpline, day or night, and help is at hand. Before requesting assistance, please check that the circumstances are covered - please refer to the policy for terms and conditions.

Pest cover

When you discover a wasps' or hornets' nest or an infestation of rats, mice or grey squirrels in your house or bed bugs in your bed, simply call the pest cover helpline and give your name, address and postcode and the details of the pests. A reputable contractor will then come to your house to carry out emergency extermination or control of the pests. An advisor will call you to confirm the details of the appointed contractor and arrange the time of their visit. No need to call around for a local contractor - one call to the pest cover helpline, day or night, and help is at hand.

Family Legal Protection

If you wish to speak to the legal team about a legal problem, please phone us on 0345 601 7070. We will ask you about your issue and if necessary call you back to give you legal advice.

If your issue cannot be dealt with through legal advice and needs to be dealt with as a potential claim under this policy, contact us on 0345 601 7070 and we will give you a reference number. At this point we will not be able to tell you whether you are covered but we will pass the information you have given us onto our claims handling teams and explain what to do next.

Please do not ask for help from a lawyer, accountant or anyone else before we have agreed that you should do so. If you do, we will not pay the costs involved even if we accept the claim.

Annual Travel Insurance (Home optional extra)

For emergencies: if you are taken by ambulance to hospital following an emergency call, you, your travelling companion or doctor/nurse should call us as soon as possible once you have been admitted to hospital, on +44 (0) 208 763 4902.

For non-emergencies: if you need a GP, or need to go to A&E or a clinic, call us first before you try to locate help, so we can guide you to the safest and most appropriate source of treatment.

Important note: it may affect your claim if you, your travelling companion or a doctor/nurse does not contact us on the number above. We do not cover any costs over £500 where prior agreement regarding treatment has not been obtained from us on the above number.

For all other claims call 0345 601 6194.

Telephone numbers

24 hours claims helpline
0345 601 7072
24 hour home emergency cover
0345 601 7624
24 hour family legal advice
0345 601 7070
24 hour pest cover
0345 601 7073

For Claims Correspondence:

The Meridian
25 Quay Street
M3 4AL

The Equinox
19 Cadogan Street
G2 6QQ

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