The three-step claims process

Step 1 - Prevent further damage

Regardless of your policy cover and the type of incident, the first thing you must do is to ensure that there is no further damage or loss. For example:

  • In the event of a flood, place any valuable or electrical items in high cupboards or take them upstairs to reduce the impact of any flood damage
  • Ensure outdoor furniture and other outdoor items that are likely to float away are safely restrained to reduce the risk of them being lost or causing further damage
  • Buy and fit air brick covers and flood boards to block doorways

You must ensure that all receipts are kept and where possible, photographs taken of any damage. Both will be considered as part of the claim and will help with its settlement.

If you are finding difficulty in contacting a local contractor to complete emergency repairs the Business Emergency Assistance helpline is available 24-hours a day on 0345 246 0018.

Step 2 - Contact us

If you need to make a claim, you can call us from Monday to Friday, 9am to 5pm on 0345 303 1753 (excluding Bank Holidays). If you call outside of these hours, our out of hours messaging team will take as much information from you as possible and forward to us. We will then respond to you as soon as we possibly can the next working day.

You will have a dedicated claims handler who will deal with the claim from start to finish. However all of our team are able to access your claim and will be happy to help with any queries you may have. Also, in some cases we may appoint one of our agreed suppliers to help with the claim. In most instances there will be no forms to complete.

When registering the claim we will discuss what has happened. We will then be able to advise policy cover and offer guidance regarding the processing of your claim. We will give you a personal claim reference number and confirm our correspondence details can be by e-mail, fax or post.

To ensure that this process is as effective as possible and provide the best possible service please have as much detail regarding the incident and your policy number ready. If you are unable to deal with the claim, you can nominate someone else to act on your behalf such as a family member or letting agent by giving your authority either by telephone or in writing.

Step 3 - Review and Decision

Each claim is dealt with on its own merit. It will be reviewed and a decision will be made based on what your policy covers and the documentation and information provided. Our claim handlers and the appointed loss adjusters and suppliers all have a high level of technical ability so they can assess your claim and make sure it reaches a fair and correct outcome.

Throughout the process, you'll be kept informed on all aspects of your claim, as agreed during the first call telling us about the claim or incident. If a loss adjuster or a supplier is appointed, they may put in place a different arrangement for keeping you up-to-date with your claim.

Contact us

For van claims: 0345 246 8817

For all other claims: 0345 303 1753

Fax: 0845 303 1754