Making a claim on your home insurance

See claims reviews

The main reason you buy home insurance, claiming enables you to repair or replace your home and belongings should the worst happen. This is how it works.

  • 24hr claims notification phone line.
  • Expert claims handlers.
  • Clear communication during the process.
  • Achieving the best outcomes – read customer reviews about claims.

You can be sure that, should the worst happen, you will have the benefit of talking to an experienced Claims team. Every member of the team is committed to reacting quickly and keeping your claim moving forward.

How the claim process works

Simply call us on 0330 660 0660 anytime, as soon as possible after you have decided to make a claim.

You'll be asked which provider you wish to make a claim with. You will need to choose between AXA Insurance, Ageas, Legal & General, your Legal Expenses cover provider or a Home Emergency cover provider.

Please note that if your policy includes Legal Expenses cover or Home Emergency cover, either the Basic or Full cover options, then some claims will be covered by that provider, rather than by your home insurance policy. Please check your Policy Schedule for these details and for the appropriate phone number.

The Claims team will talk with you through the details of your claim and advise you of the next steps, guiding you through the process right through to settlement.

How the process works and how long it will take depends on the scale and complexity of the claim. In straightforward cases, claim tend to be sorted out entirely over the phone. However in the case of a larger or complicated claim the Claims team may send out a claims assessor to meet you at the property and take photos of the damage and go through the details of what happened with you face-to-face.

Payment of the claim

When your claim is settled the Claims handling team will ensure speedy payment, either by bank transfer straight into your bank account, or by cheque if preferred; or directly to the supplier.

HomeProtect dealt with my claim extremely quickly. I was impressed with their concern and the speed at which they deposited the money into my account. Saturday, 18 July 2015

To make a claim, you need to tell us:

  • Your policy number.
  • When the event occurred, the exact day and time.
  • What exactly happened and how it happened.
  • Exactly what’s affected, if items have been stolen/damaged which items and their value.

Then when you are ready, call our Claims hotline 

Prefer to talk to us?

Our friendly team can answer your questions

0330 660 1000 9am - 8pm Monday-Friday
9am - 1pm Saturday