Make a Home Insurance claim

Important Information - Coronavirus (COVID-19) update

In response to the ongoing Coronavirus situation, to help keep our colleagues and their families safe we have made the decision to close our offices until further notice.

We already have many of our colleagues working from home with systems and procedures in place to ensure your data remains secure. We are continuing to expand the number of home workers, however closing our offices may impact our ability to take calls.

To help us help those who need us most right now, please don't call us unless it is absolutely necessary.

If you need to tell us about a new claim, you can do this online by signing in to My Account.

If you need to speak to us about a claim you have already reported, or have any other queries click Need help? below for 24/7 access to our Chatbot.

If your query is about 24 hour emergency cover for plumbing, drainage, glazing, issues with locks or boiler and heating problems, please call 0345 601 7624. Please note this is an optional extra and not all customers may have this cover.

You can report a claim online 24/7. Sign in to 'My Account' and tell us about your claim by clicking the button below.

Claim online now 

If you would like some more information about making a claim on your home insurance, click the “Need help?” icon at the bottom of the page for 24/7 access to our Chatbot.

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 number, 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.

24 hour home emergency cover 0345 601 7624

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.

24 hour pest cover 0345 601 7073

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.

If you bought your policy before the 12th October 2017 or renewed your policy before 12th November 2017 please call +44 (0) 208 763 4902. If you bought your policy on or after 12th October 2017 or renewed your policy on or after 12th November 2017 please call +44 (0) 208 603 9961.

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.

If you have a hearing or speech impairment, you can also contact us by Typetalk or specialised text phone.