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Important Before you claim

Before you submit a claim it's prudent to first understand whether you are covered for the incident which has occurred - so please read the information which will present itself as you complete the claim notification form.

You should be aware that any incident you report to HomeProtect will, in line with industry practise, be noted on your policy, even if your claim is ultimately unsuccessful. This information is also shared with other insurers via the Claims and Underwriting Exchange and could be used as a pricing or acceptance factor in the future by insurers.

To help you understand your cover you should refer to your policy document and policy booklet, which you can get from our customer portal.

Proceed with claim notification

Answer these questions in order to reveal next steps.

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Please call to claim

Currently this notification form caters for Buildings and Contents claims only. For Legal Expenses, Home Emergency and Key Protection please call 0330 660 0660 to claim.

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IMPORTANT Accidental Damage to Contents

For an Accidental Damage claim to be considered, the incident needs to meet the following definition:

A sudden, unexpected and unforeseen event that causes visible damage. Cover is only provided where You or Your guests cause the damage, unless We explicitly state otherwise.

We have two levels of Accidental Damage cover - Basic and Full. You may want to check your policy schedule to see what level of cover you have.

What's covered

Basic cover provides up to £500 per claim for TVs and desktop computers. Full cover is extended to the rest of your household items (excluding specified items such as mobile phones, laptops, electronic gadgets and high risk items, all of which need to be covered separately) and provides up to the amount you insured your contents for on a per claim basis. Full cover also covers damage by wild animals (e.g. foxes) and vermin (defined as rats, mice, squirrels, wasps or hornets).

What's not covered
  1. Infestation, corrosion, damp, wet or dry rot, mould or frost
  2. Damage caused by Pets
  3. Damage caused by overflowing water (e.g. taps left on)
  4. Damage due to faulty design or workmanship
  5. Damage not caused by you or your guests
  6. Damage caused by mechanical failure
  7. Pure cosmetic damage
  8. Damage caused gradually by wear and tear

Check your policy document for any endorsements which could exclude Accidental Damage cover.

IMPORTANT Accidental Damage to Buildings

For an Accidental Damage claim to be considered, the incident needs to meet the following definition:

A sudden, unexpected and unforeseen event that causes visible damage. Cover is only provided where You or Your guests cause the damage, unless We explicitly state otherwise.

We have two levels of Accidental Damage cover - Basic and Full. You may want to check your policy schedule to see what level of cover you have.

What's covered

Basic cover provides up to £1,500 per claim for windows, solar panels, bathroom fixtures (e.g. toilet, sink etc.), ceramic hobs and underground service pipes or cables. Full cover is extended to the rest of your property and outbuildings and covers you up to the sum insured. Full cover also covers damage by vermin (defined as rats, mice, squirrels, wasps or hornets).

What's not covered
  1. Infestation, corrosion, damp, wet or dry rot, mould or frost
  2. Damage caused by Pets
  3. Damage caused by overflowing water (e.g. taps left on)
  4. Damage due to faulty design or workmanship
  5. Damage not caused by you or your guests
  6. Damage caused by mechanical failure
  7. Pure cosmetic damage
  8. Damage caused gradually by wear and tear
  9. Clearing blocked drains, unless the pipe or drain itself are physically broken
  10. Any amount above £750 per claim for damage to carpets

Check your policy document for any endorsements which could exclude Accidental Damage cover.

IMPORTANT Accidental Damage to Buildings or Contents

For an Accidental Damage claim to be considered, the incident needs to meet the following definition:

A sudden, unexpected and unforeseen event that causes visible damage. Cover is only provided where You or Your guests cause the damage, unless We explicitly state otherwise.

We have two levels of Accidental Damage cover - Basic and Full. You may want to check your policy schedule to see what level of cover you have.

What's covered - Buildings

Basic cover provides up to £1,500 per claim for windows, solar panels, bathroom fixtures (e.g. toilet, sink etc.), ceramic hobs and underground service pipes or cables. Full cover is extended to the rest of your property and outbuildings and covers you up to the sum insured.

What's covered - Contents

Basic cover provides up to £500 per claim for TVs and desktop computers. Full cover is extended to the rest of your household items (excluding specified items such as mobile phones, laptops, electronic gadgets and high risk items, all of which need to be covered separately) and provides up to the amount you insured your contents for on a per claim basis.

What's not covered - Buildings or Contents:
  1. Infestation, corrosion, damp, wet or dry rot, mould or frost
  2. Damage caused by Pets
  3. Damage caused by overflowing water (e.g. taps left on)
  4. Damage due to faulty design or workmanship
  5. Damage not caused by you or your guests
  6. Damage caused by mechanical failure
  7. Pure cosmetic damage
  8. Damage caused gradually by wear and tear
  9. Clearing blocked drains, unless the pipe or drain itself are physically broken
  10. Any amount above £750 per claim for damage to carpets

Check your policy document for any endorsements which could exclude Accidental Damage cover.

IMPORTANT Specified Items

Specified items are covered for physical damage and theft only. Section 5a of your policy booklet outlines the cover provided for specified items within the home. Section 5b outlines specified items away from the home (anywhere in the world). It's really important you understand your cover here before you claim. Items not being specified is one of the main reasons why a claim could be rejected.

It is worth checking your policy document first to see whether the item has been specified. You can get your policy document from our customer portal.

Here is an example of what your policy document will look like if you have items specified:

What's covered

The amount you insured each High Risk Item, Electronic Gadget or Bike for.

What's not covered
  1. Any item not listed within your policy document
  2. Any item listed within your policy document but where you don't have proof of ownership (e.g. receipts or bank statements)
  3. Accidental loss
  4. Any item excluded under Contents cover (e.g. vehicles)
  5. Any amount over the limit (i.e. the amount You insured each item for)
  6. Damage caused by insects, vermin or animals (including pets)
  7. Damage to jewellery or watches worth more than £5,000 individually that have not been inspected and fixed (where a fix is needed) by a Qualified Jeweller within three years of the claim being made
  8. Damage to sports equipment whilst it’s being used
  9. Any amount over £100 per claim for damage to Electronic Gadget screens and glass casings
  10. Theft claims unless there are signs of damage caused by the thief (or thieves) to access the item(s), or they used violence or deception to steal Your item(s), or the item(s) were under your personal supervision at the time of the theft
  11. Theft of jewellery or watches worth more than £5,000 individually when you’re not wearing them, unless kept in a locked safe or under your personal supervision
  12. Theft of items stolen from unoccupied vehicles
  13. Damage due to faulty design or workmanship
  14. Damage not caused by you or your guests
  15. Damage caused by mechanical failure
  16. Pure cosmetic damage
  17. Theft where You don’t have a crime reference number (e.g. if you make a claim for a stolen laptop this would have to be reported to the police first)

In addition, for bike claims, cover isn’t provided for:

  1. Tyres, lamps or accessories unless the Bike is stolen or damaged at the same time
  2. Mechanical breakdowns and damage caused by general maintenance
  3. Instances where You’ve let somebody else use the Bike at the time of the theft or damage
  4. Theft unless the Bike is locked to an immovable object or inside a locked building at the time of the theft

IMPORTANT Theft of Contents

For any Theft claim you must have a crime reference number (e.g. if you make a claim for a stolen laptop this would have to be reported to the police first) and proof of ownership and a valuation (e.g. receipts or bank statements). There also needs to be signs of damage caused by the thief (or thieves) to get into the Home or violence or deception was used to gain entry

What's covered - theft of Contents inside the home

Theft (including attempted theft). Cover provided up to your sum insured (except where an inner limit applies).

What's covered - theft of Contents anywhere in the world

This is optional cover designed to protect everyday personal possessions (worth less than £1,500 individually) that you regularly take outside of your home.

What's not covered
  1. Counterfeit items
  2. Theft of oil
  3. Items stolen from unoccupied vehicles
  4. Accidental Losses

Check your policy document for any endorsements which could exclude Theft cover.

IMPORTANT Theft

For any Theft claim you must have a crime reference number. There also needs to be signs of damage caused by the thief (or thieves) to get into the Home or violence or deception was used to gain entry.

What's covered

Theft (including attempted theft). Cover provided up to your sum insured (except where an inner limit applies).

What's not covered
  1. Any amount over £10,000 for theft of item(s) that makes up the Home
  2. Any amount over £7,500 for theft of item(s) that makes up the Outbuildings

Check your policy document for any endorsements which could exclude Theft cover.

IMPORTANT Theft

For any Theft claim you must have a crime reference number (e.g. if you make a claim for a stolen laptop this would have to be reported to the police first) and proof of ownership and a valuation (e.g. receipts or bank statements). There also needs to be signs of damage caused by the thief (or thieves) to get into the Home or violence or deception was used to gain entry

What's covered

Theft (including attempted theft). Cover provided up to your sum insured (except where an inner limit applies).

What's not covered
  1. Counterfeit items
  2. Theft of oil
  3. Items stolen from unoccupied vehicles

Check your policy document for any endorsements which could exclude Theft cover.

What are Specified Items?

Bikes, electronic gadgets (such as mobile phones, laptops, tablets, cameras and smart watches) and high risk items (such as jewellery, watches, pictures, gold or silver items) are called ‘specified items’. Please read each section below so that you understand what this means before you claim.

Bikes

Any bike worth up to £350 is covered as standard inside the home for all perils (or ‘insured losses’) excluding accidental damage. To claim for bikes (of any value) for accidental damage or because of a damage or theft incident outside of your home, they will need to have been specified.

Electronic gadgets (including mobile phones)

Electronic gadgets are defined as any portable gadget containing a processor (for example a mobile phone, smart watch, laptop, tablet, camera, camcorder, gaming device etc).​

Mobile phones worth up to £1,000 and all other electronic gadgets worth up to £350 are covered as standard inside the home for all perils (or ‘insured losses’) excluding accidental damage.

To claim for electronic gadgets (including mobile phones) due to accidental damage or because of a damage or theft incident outside of your home, they will need to have been specified.

High Risk Items

Any item listed below worth up to £1,500 is already covered as standard inside the home. To claim for cover high-risk items worth £1,500 or more they will need to have been specified..

Artworks Antiques Rare books China, glassware or porcelain
Clocks Coins Furs Handbags
Gold, silver and plated items Guns Jewellery and watches Electric wheelchairs or disability scooter
Medical equipment (including hearing aids) Musical equipment Pictures Garden machinery (e.g. lawnmowers)
Sports equipment Stamp collections Medals
Vehicles and business stock

These are not covered under a HomeProtect policy.

IMPORTANT Storm

For a Storm claim to be considered, the inclement weather which caused the incident needs to meet the following definition:

A period of violent weather with wind speeds of at least 55mph, or rainfall of at least 25mm per hour, or snowfall of at least 30cm in 24 hours, or hail of such intensity that it damages hard surfaces or breaks glass.

It would be prudent to check whether this definition was met on the day of the incident. Websites such as timeanddate.com provide historical weather information.

What's covered

Damage to your Home and Outbuildings caused by Storm. Cover provided up to your sum insured.

What's not covered
  1. Damage where the inclement weather does not meet our Storm definition
  2. Flat roofs, or damage caused by failure of flat roofs, unless there is proof that the flat roof has been inspected and maintained at least every 10 years by a registered builder
  3. Damage to gates or fences
  4. Damage to aerials
  5. Damage to outdoor fuel tanks, hot tubs, swimming pools, tennis courts, drives, footpaths, patio, terraces
  6. Damage where there are signs of wear and tear or where there was a failure to fix a known issue (e.g. pre-existing roof damage isn’t fixed)

Check your policy document for any endorsements which could exclude Storm cover.

Accidental loss not covered

Unfortunately accidental loss is not covered under a HomeProtect policy. This is confirmed in your policy booklet. We will not be able to pay a claim caused by accidental loss.

 

IMPORTANT Escape of Water

‘Escape of water’ is the technical term used to describe a leak in your home. It could include situations such as a burst pipe. If water has escaped from where it is meant to be and caused damage to your home, then we’re talking about an ‘escape of water’ claim on your home insurance policy.

What's covered

Damage caused by water escaping from fixed indoor; pipes, boilers, water tanks or toilets. Cover provided up to your sum insured.

What's not covered
  1. Damage caused by water escaping from flexible hoses or attachments to kitchen appliances, or the appliances themselves
  2. Damage caused by a lack or failure of sealant or grout
  3. Damage to boilers, where the water has escaped internally within the boiler
  4. Any amount over £2,000 per claim for metered water bills where we’ve agreed to pay a claim
  5. Damage caused by overflowing water (e.g. where taps have been left on)

Check your policy document for any endorsements which could exclude Escape of Water cover.

IMPORTANT Other incident - check you are covered

  1. Do you have the appropriate level of cover for the circumstances you are claiming for? Check section 1 ("Cover you have chosen") of your policy document.
  2. Are there any specific terms ('endorsements') on your policy which may exclude or restrict the cover you need for the claim? Check section 1 ("Your endorsements") of your policy document.
  3. Is the amount you are looking to claim for less than your policy excesses? If so, any claim would be rejected. Check section 1 ("Your excesses") of your policy document.
  4. Are there any general policy terms which may exclude or restrict the cover you need for the claim? Check your policy booklet for details.
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IMPORTANT Please check

An item not being specified is one of the main reasons why a claim could be rejected - it is worth checking your policy document first to see whether the item has been specified. You can get your policy document from our customer portal

Here is an example of what your policy document will look like if you have items specified:

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No Insured Loss

Your policy will only cover risks ('Insured Losses') which are defined in the HomeProtect policy booklet. We will not be able to pay a claim where there is no Insured Loss. If you are unsure what the cause of the incident was then please select 'I don't know the reason' from the above list

 

Before you proceed with a claim

You should be aware that any incident you report to HomeProtect will, in line with industry practise, be noted on your policy, even if your claim is ultimately unsuccessful. This information is also shared with other insurers via the Claims and Underwriting Exchange and could be used as a pricing or acceptance factor in the future by insurers.

Declaration

By proceeding to register an incident, it is on the basis that:

  1. You have taken the opportunity to understand your cover and are prepared to report an incident and/or make a claim
  2. You confirm that the detail you provide will be accurate and honest. You understand that if false, fraudulent or exaggerated information is detected, your claim will not be paid and HomeProtect may inform the police of the circumstances
  3. You understand that any incident you report to HomeProtect will, in line with industry practise, be noted on your policy, even if your claim is ultimately unsuccessful. You understand that this information is then shared with other insurers via the Claims and Underwriting Exchange (CUE) and could be used as a pricing or acceptance factor in the future by insurers.
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Claim cannot proceed

Unfortunately we cannot proceed with your claim unless you confirm you have read and understood the declaration statements

 

Your details

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Incident details

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