Existing customers

Make a home insurance claim

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We’re dedicated to making sure that our insurance gives you total peace of mind. That's why you can make a claim 24/7 with our UK-based claims service, who will deal with your claim as quickly as they can.

You can report a new claim 24/7 using our online form or by calling 0345 122 3281 Monday to Friday 8.30am -11pm or Saturday and Sunday 8.30am-5pm, with our overnight teams available for emergencies 11pm-7am.

To discuss an existing claim, our teams are available Mon-Friday 8.30am-5pm.

Optional extras

If you've added an optional extra to your home insurance policy, these are the contact numbers you'll need:

For Legal Protection call 0345 841 0018

For Key protection call 0345 604 1034

For Home protection and home protection plus call 0345 840 2730

For Identity theft call 01444 442343

For Garden secure call 0345 045 1328

For Broken bones cash plan call 0345 045 0134

For Personal accident call 0344 748 0103

What will happen?

There are a few simple steps when you make a home insurance claim:

Step 1

Please call us on 0345 122 3281.

Step 2

Our claims team will ask you for full details of the incident and confirm if you're covered. If your claim can be settled over the phone, payment will be sent you within five working days.

Step 3

If your claim can't be settled over the phone, it may be because:

The claims team need more information from you:

  • If you choose to use your own contractor, all our claims team need is a written estimate confirming the cause of the damage.
  • Once you have this, please call our team back to see if they can settle your claim over the phone, or need to have the estimate sent to them.

Please also read our tips on what to have to hand before you call.

Or, a loss adjuster or an approved supplier is required and will arrange to meet you. If so, they will:

  • Contact you within two hours of receiving instruction from the claims team. 
  • Arrange an onsite inspection or collection of the damaged property, in most cases within three working days of contacting you.
  • Give our claims team written confirmation of the outcome within three days of the inspection.

Before you call

Before you call our home insurance claims team, try to have the following to hand if you can:

  • your policy details
  • any receipts
  • confirmation of the cause of damage
  • photos of the damage
  • estimate for repair/replacement

Top tips

Our top tips for making a home insurance claim:


  • Any claim for loss or malicious damage should be reported to the police.
  • Temporary repairs should be carried out to prevent further loss. If your claim is covered, then we'll reimburse you the cost, so keep hold of any invoices you pay.
  • Read your policy documents to see if you can use any of your optional cover, which is included in your policy. 


  • Don’t dispose of any damaged items, as we may need to inspect them. Badly damaged property can be stored in a garage or shed.


Get in touch with us if you have any questions or read our home insurance policy documents for more information.