Before you start

There are a few things you'll need to do first:

Report theft, riot, malicious acts or vandalism to the Police on 101 or 18001 101 for text phone users. Make sure you get a crime reference number.

Stop further damage to your home where safe to do so.
Arrange urgent repairs, repair locks that have been damaged or secure broken doors or windows, and if you have a leak, turn off the water from the mains supply.

If you need to arrange for a tradesperson to make emergency repairs to things such as plumbing, electricity or windows, you can call our Home Emergency Helpline 24 hours a day. You'll need to pay for these repairs, but if the damage is covered by your home insurance policy, you can claim in the normal way.

If you have Home Emergency cover, check your policy booklet (PDF, 1.5MB) to see what's included and any limits that apply. You may be able to claim for any emergency repairs through this cover.

Take some photos of what has been damaged. You'll need these when you start your claim. But don't throw damaged items away. Unless you're claiming for contents in your freezer. It's ok to throw these away once you've taken photos.

Not sure whether to claim?

Have a look at your policy booklet and policy schedule to check what cover you have. Making a claim may impact your home insurance terms and conditions. This can affect how much you pay when you renew. If your policy changes, we'll write to you to explain. We'll do this at least 21 days before your renewal is due.

Before you decide to claim, check your cover and how much excess you might need to pay, before deciding your next step.

View your policy booklet (PDF, 1.5MB)

How it works


First, tell us what happened

Give us as much information about the incident as you can, and we'll check to see whether you're covered. If you are, we'll tell you what happens next. For example, we would explain what documents you'll need to support your claim.

Next, we'll review your claim

We'll assess your claim and may contact you for more information. We may send you a link to upload some supporting documents, depending on the type of claim. For example, we may ask for evidence of what has been damaged or proof of ownership.


Limits, terms and conditions apply

Then, we'll settle your claim

The time it takes to settle a claim differs from claim to claim. For any valid claim for loss or damage that is covered by your policy, we'll work with our own suppliers to either repair or replace it. If we can't we'll give you a cash payment.

Let's get started

It'll only take a few minutes. We just need you to tell us who you are, what happened and when.

We also need

  • Your policy number
  • Your bank details, in case we need to pay you
  • A list of what's been stolen, lost or damaged

What happens next

  • We'll let you know if you're covered and if there is any excess to pay
  • We'll email a link so you can upload proof like receipts, photos or videos

Make a claim

Or, if you'd prefer to speak to someone, you can call to make your claim.