Home insurance : Claims

Step 1. Before you call

It'll help if you have the following items to hand:

  • Policy documents - Don’t worry if they’re not immediately to hand, we can still help you.
  • Police crime reference number (if applicable) - If your property is stolen or maliciously damaged you’ll need to inform the police who will give you a crime reference number.
  • Photos, receipts or recent valuations if you have them - For items such as jewellery or other high-value items.
  • Remember! Don’t throw away any damaged contents, the evidence of damage may be required for your claim.

Step 2. Contact your insurer

If you know who your home insurer is, you can contact them directly:

Not sure who your insurer is?

Simply register or log in to your online account and select Make a Claim. You will be presented with all the details you need to successfully make a claim.

Alternatively, if you received your documents by post, the name of your insurer can be found on the covering letter and on your policy schedule.

Home Emergency Cover claims

If you have the additional Home Emergency cover and need to make a claim against that, please call 0333 035 9383.

Step 3: What happens when I need to make a claim?

Let's put it right

Your insurer will take details of the claim and authorise the repair or replacement of your damaged or lost items. They will instruct approved people to provide the repair and replacement services and where it’s needed, they will appoint approved assessors to undertake an inspection and give the go ahead for the work.

Got home emergency cover and need assistance?

Check your policy documents to make sure you have home emergency cover. If so, give us a ring or register your emergency online.

To arrange a call out by phone, please call 0333 035 9007.

Our emergency helpline and online assistance tool are available 24/7 to those with home emergency cover. You can add home emergency cover to your existing Home Insurance policy mid-term; however, you will not be covered for the first 14 days of the policy.

Some more questions answered…

If your house is in need of repair work, always speak to your insurer to agree this before any work is undertaken as your insurer may refuse to agree any incurred costs.

A policy excess is the amount of money you agreed to pay towards the cost of a claim when you first took out your policy. It’s usually made up of a compulsory and voluntary figure and may differ depending on claim type. 

You can find your excess amount in your home policy schedule on “My Account” or your insurer will be able to confirm what this is for you when you call.

Yes you will need to pay the excess that applies to the section of cover you are claiming under i.e. buildings or contents or both. The amount will be confirmed in your policy documents and your Swinton branch can confirm these for you as well.