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
Use our online notification form or 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 and 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.
Recently had to use the insurance due to a leak... Was the fastest non-hassle claim I have ever had. Cheers guys well done. Friday, 05 June 2020
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.
Prefer to talk to us?
Our friendly team can answer your questions
0330 660 0660 9am - 8pm Monday-Friday
9am - 1pm Saturday
Frequently asked questions
What is an excess?
An excess is the amount payable by you in the event of a claim as stated in your policy schedule. This will be the total of the compulsory policy excess and any additional excesses shown in your schedule. If you have already purchased a policy, please refer to your policy schedule. You can view and download your own policy schedule by logging in.
I don’t have receipts for some of my valuables, does this affect my claim?
In the event of a claim you may be asked to provide evidence of value and ownership, such as purchase receipts or valuation certificates. It is essential to provide such documentation for any high-risk items that you have specified on the policy, such as jewellery or watches.
Will it affect my policy if I claim?
In most cases, it shouldn't make an immediate difference to your policy. However, at the time of renewing the policy the terms of cover may alter (for example: the standard excesses may increase) and/or increase the premium. This premium increase may be due to the value or number of claims that have been made in the previous policy year.
You should also be aware that having a high claims history can make getting insurance in the future difficult. It's also worth knowing that if you make a claim then you will lose the No Claims Discount that you may have been benefitting from in previous years.
If you have a break-in, we'll offer suggestions on home security and may ask you to carry out security improvements, such as burglar alarms and window locks, before your next renewal..
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