What to do first
If you can, the first thing you must do is to try and limit any further damage or loss.
For example, if there is a flood:
- Place any valuable or electrical items in high cupboards or take them upstairs to reduce the impact of any flood damage.
- Turn off utilities such as stopcock, gas and electricity supplies.
- Dry out any rugs and items as quickly as possible. If you're a landlord advise your tenants to do this but don't lift the carpets unless it is really necessary as it might cause them to shrink.
Find out how to minimise flood damage.
For example, if there is a storm:
- Move storm damaged items somewhere safe and move any other vulnerable items to prevent them being damaged.
- Dry out any damaged rugs or soft furnishings. Don't lift the carpets unless you or your tenants really have to as it might cause them to shrink.
- Turn off your power at the mains if you think that cables are damaged. Leave them until they can be inspected by a professional. Don't touch electrical or telephone cables if they’re blown down or hanging loose.
- Carry out any temporary repairs to the building to reduce the risk of any further damage. Please ensure photographs of the original damage are taken and provided.
Find out how to minimise storm damage.
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.
Our hours and number
Monday to Friday 9am-5pm
(excluding Bank Holidays)
call us on 0345 303 1753
call us on 0345 303 1753
What you may be asked for when you call to report a new claim:
- Your policy number and confirmation that you are the Policyholder.
- The full address of the property covered under your policy.
- A brief description of what happened, including when and where the incident took place.
- A list of the damaged items, including their original cost (if applicable).
- A crime or loss reference number, if you’ve been a victim of theft, vandalism or lost items when outside of the home.
- Any relevant documents or photographs to support your claim.
- If you’re a landlord, then some details about your tenant(s) in line with our Policy Assumptions (refer to your policy documentation).
How our property claims process works
- Register your claim as soon as you can by phoning 0345 303 1753. Lines open: 9am - 5pm Monday to Friday, excluding Bank Holidays.
- When registering the claim we will discuss what has happened. We will then be able to advise policy cover, offer guidance on the processing of your claim and give you a personal claim reference number.
- If you’re unable to deal with the claim yourself, you can nominate someone else to act on your behalf, such as a family member or letting agent if you’re a landlord, by giving your authority either by phone or in writing.
- You’ll 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.
- We can talk through the next steps you’ll need to take over the phone and will aim to resolve the claim wherever we can as quickly as possible.
- Depending on the circumstances of the claim, we may send a loss adjuster to assess the damage and establish a timetable for any repair work. The loss adjuster in some instances can provide advice over the phone or in person to help reduce the impact of the damage.
- If you’re a landlord and your tenants are forced to live somewhere else while the repairs are made, your insurance should cover some of the cost of temporary accommodation. Be sure to check your policy.
- If your small business can’t trade due to an insured event, Business Interruption will cover you for your loss of income. If it’s due to a flood, your policy needs to include Flood Cover.
- The claim will be reviewed and a decision will be made based on what your policy covers together with the documentation and information provided.
