Unsure about making a claim?

Unexpected and unintended accidental damage to the buildings caused by sudden and external means.

• Do not dispose of any damaged property as it may be necessary for it to be inspected.
• We will usually require two estimates for repair, although we may appoint a loss adjuster or building specialist to inspect the damaged areas and validate the cause.

Unexpected and unintended accidental damage to contents caused by sudden and external means.

• Do not dispose of any damaged property as it may be necessary for it to be inspected
• Estimates for replacement items will be required, as well as original receipts.
• If the claim includes loss or damage for specified items, including valuables; original receipts, valuations or proof of ownership will be required.
• If you are claiming for damage to a laptop, mobile phone, electronic tablet or games console, our approved specialist will inspect and report on the damage sustained.

Unexpected and unintended accidental damage to underground service pipes or cables that provide services to or from your home and for which you are legally responsible.

• If you are claiming for damage to your drains, we can assist by introducing an approved firm of drainage specialists to help investigate the problem.
• The drainage specialist will attend the site and clear the blockage and/or investigate the cause of the blockage if a repeat problem is suspected.
• Our specialist supplier will guide you through the process and answer any questions you may have.

Unexpected and unintended accidental damage to sanitary ware and hard surfaces such as toilets, baths or work surfaces caused by sudden and external means.

• Do not dispose of any damaged property as it may be necessary for it to be inspected. 
• We will usually require two estimates for repair or replacement, although we may appoint a loss adjuster or building specialist to inspect the damaged areas and validate the cause.

Damage to the insured property caused by water that has escaped from a fixed plumbing installation or appliance such as a washing machine or dishwasher.

• To reduce the volume of escaping water, turn off the water at the mains stop cock if it is safe and feasible to do so. You may wish to switch off any heating installations and drain the system by opening taps.
• Call a professional plumber to undertake repairs as soon as possible and make sure that you or your plumber records the cause and nature of the damage to the pipe. Please note, the damage to the pipe itself will only be covered if it has burst due to freezing.
• Remove any standing water if it is safe and feasible to do so. Preventing water from soaking into the fabric of your property will speed up any drying process that may be required.
• Do not dispose of any damaged property as it may be necessary for it to be inspected. If this is not possible for certain items, please take photographs and record details of the items before disposing of them.

Damage caused to the insured property as a result of fire or smoke.

• If the damage is severe a loss adjuster will be appointed to help manage your claim. Outside of business hours please call 0800 9154 780 to be directed to a on call loss adjuster who will provide immediate guidance.
• If you are claiming for damage to the building we will usually require two estimates for repair, although we may appoint a loss adjuster or building specialist to inspect the damaged areas and validate the cause.
• If the claim includes loss or damage to contents, estimates for replacement will be required, as well as original receipts.
• If the claim includes loss or damage for specified items, including valuables, original receipts, valuations or proof of ownership will be required.

Damage caused to the insured property because of a flood from a watercourse i.e. stream, river or surface water run-off.

• If the damage is severe a loss adjuster will be appointed to help manage your claim. Outside of business hours please contact 0800 9154 780 to be directed to a on call loss adjuster who will provide immediate guidance.
• A loss adjuster will usually be appointed to inspect the damage and help manage your claim.
• If a loss adjuster is not appointed, we will usually require two estimates for repair.
• If the claim includes loss or damage to contents, estimates for replacement will be required, as well as original receipts.
• If the claim includes loss or damage for specified items, including valuables, original receipts, valuations or proof of ownership will be required.

The cost of replacing food in domestic refrigerators or freezer spoiled or damaged as a result of accidental breakdown or failure.

• Estimates for replacement items will be required, as well as original receipts.

Damage to insured property caused by impact by a vehicle, animal (excluding insects, birds or domestic pets) or any moving object originating from outside your home.

• Any incident involving a third-party motor vehicle which has caused damage to your property needs to be reported to the police within 48 hours. The reference number and details of the police station dealing with the incident will be required to make your claim.
• Where possible please retain details of the vehicle make, model and registration number together with the driver’s name, address and their insurance details.
• If emergency repairs are necessary to protect your property or to prevent further damage, please proceed as soon as possible and submit the appropriate invoices. Please note, these costs will only be paid if you have a valid claim.
• Two estimates for repairs should be obtained and submitted to us. These must explain how the damage occurred and the nature of repairs required.

A claim for compensation being made upon you by another party, for the legal liability you may attract, due to an event which causes injury to a person, or damage to property. It will also meet the associated legal costs involved.

• If a claim is made upon you by a third party, please register a claim as soon as possible.
• Send any correspondence you have received from the third party or their representatives to us via email straight away, unanswered.
• It is very important that you do not discuss or admit liability as we will take steps to determine whether we consider you will attract any legal liability.
• We will ask you for full details of the incident and may appoint our legal representatives to investigate on our behalf.

Accidental loss of your insured property.

• Estimates for replacement items will be required.
• If the claim includes loss for specified items, including valuables, original receipts, valuations or proof of ownership will also be required.

Accidental loss of your mobile phone. 

• All incidents of this nature must be reported to the police within 48 hours. A reference number must be obtained and provided together with details of the police station dealing with the incident.
• Proof of ownership will be required including original receipts.

Malicious damage when the loss or damage relates to your insured property.

• All incidents of this nature must be reported to the police within 48 hours. A crime reference number must be obtained and provided together with details of the police station dealing with the incident.
• If emergency repairs are necessary to protect your property or to prevent further damage, please proceed as soon as possible and submit the appropriate invoices. Please note, these costs will only be paid if you have a valid claim.
• Do not dispose of any damaged property as it may be necessary for it to be inspected and we will ask you to provide evidence of ownership in support of your claim.

Damage to the insured property as a result of a one-off storm event.

Please note: storm damage to gates, hedges and fences is specifically excluded by your policy.

• Well maintained buildings will withstand all but the most extremes of weather. We consider a storm to be strong winds sometimes accompanied by rain, hail or snow. Heavy and persistent rain alone does not constitute a storm.
• If emergency repairs are necessary to protect your property or to prevent further damage, please proceed as soon as possible and submit the appropriate invoices. Please note, these costs will only be paid if you have a valid claim.
• We will meet the cost of any damage caused as the sole result of a storm event but will not cover the cost of any maintenance related defect. We will ask you to inform us of the date the damage occurred and you should be able to demonstrate how storm conditions caused the damage.
• Two estimates for repairs should be obtained these should clearly explain how the damage occurred and the nature of repairs required.

Damage due to a crack or cracks appearing within your buildings.

• This may be subsidence which can usually be identified when a crack or cracks appear in the buildings caused by a downward movement of a building’s foundations and is usually a result of changes in the volume of subsoil due to an external factor like trees or leaking drains. However, not all cracks to a building are subsidence related. Many are simply due to normal settlement, shrinkage and swelling due to changes in temperature and humidity or building defects such as lintel failure, wall tie failure or roof spread. Subsidence related cracks are usually vertical and diagonal and are wider at the top than at the bottom.
• You may wish to consult a builder for an opinion as to whether any cracking you have discovered is likely to be subsidence related before you proceed to register a claim against your policy. Alternatively, you can contact our claims department for guidance.
• The standard excess amount is £1,000 and this will be deducted from any claim payment. 

Theft, attempted theft of your insured property at the home.

• All incidents of this nature must be reported to the police within 48 hours. A crime reference number must be obtained and provided together with details of the police station dealing with the incident.
• If emergency repairs are necessary to protect your property or to prevent further damage, please proceed as soon as possible and submit the appropriate invoices. Please note, these costs will only be paid if you have a valid claim.
• Do not dispose of any damaged property as it may be necessary for it to be inspected and we will ask you to provide evidence of ownership in support of your claim.
• For theft of contents please send original receipts where possible or estimates for replacements.

Theft or attempted theft of your insured property from outside the home for example garden.

• All incidents of this nature must be reported to the police within 48 hours. A crime reference number must be obtained and provided together with details of the police station dealing with the incident.
• Do not dispose of any damaged property as it may be necessary for it to be inspected and we will ask you to provide evidence of ownership in support of your claim. Please send original receipts where possible or estimates for replacements.

Theft or attempted theft of your insured property from a vehicle.

• All incidents of this nature must be reported to the police within 48 hours. A crime reference number must be obtained and provided together with details of the police station dealing with the incident.
• We will ask you to provide evidence of ownership in support of your claim. Please send original receipts where possible or estimates for replacements.

Theft or attempted theft of a mobile phone.

• All incidents of this nature must be reported to the police within 48 hours. A reference number must be obtained and provided together with details of the police station dealing with the incident.
• We will ask you to provide evidence of ownership in support of your claim, please send original receipts where possible or estimates for replacements.