Home insurance claims

Home Insurance Claims

Help for when you need to make a claim on your home insurance policy.

When contacting us please make sure you quote your policy to help us deal with your enquiry more effectively. 

I need to make a buildings claim  

If you need to make a claim under your buildings insurance please contact us as soon as possible to report the matter to us.

To make a claim on your home insurance policy, or for existing claims, please call: 0345 122 3019

How do I make a claim under my buildings insurance?

Our claims team will take full details of the incident and will confirm the next steps of how your claim will progress. If it is an emergency, We will arrange for one of our Approved repairers to contact you within
two hours.

Do’s

  • Any claim for Loss or Malicious Damage should be reported to the Police.
  • Temporary repairs should be carried out to prevent further loss. If your claim is covered then we will reimburse you the cost, therefore keep hold of any invoices paid.

Don’ts

  • Don’t dispose of any damaged items, we may need to inspect them. Badly damaged property can be stored in a garage or shed.

How will my claim be settled?

Once it has been established that your claim is covered by your policy, we can arrange for repairs to be carried out by one of our approved contractors. We will settle the bill for the repair; all you will be required to do is pay the policy excess direct to the contractor . In some cases , we may offer you a cash settlement.

Where a large loss has occurred, such as an extensive flood or fire, we may appoint a Loss Adjuster. Loss Adjusters are independent experts with extensive local knowledge. They will arrange to visit you and will deal with the whole of your claim from start to finish on our behalf. They are therefore in the best position to recommend the way your claim should be settled.

Once a Loss Adjuster has been appointed, all enquires regarding your claim should be directed to them. However, you can contact your Ageas Claims Handler at any point should you wish.

What information does Ageas need?

We may need you to provide further documentation to support your claim. Any available photos taken before and after the event, showing the property would be useful.

Should you choose not to use one of our Approved Repairers or agents, we will need 2 estimates from independent contractors for the repair or replacement of the item.

Can I make emergency repairs?

It is your responsibility to reduce your loss as far as possible. Therefore if temporary repairs can be done to prevent further damage then you should have these carried out. Keep hold of all the bills as provided your claim is covered, we will reimburse you these costs.

Bear in mind that works will only be covered if it is evidenced that the damage has been caused by one of the perils covered by the policy, so please ensure that any temporary repairs do not destroy any evidence you may rely on.

Insurers and their agents share information with each other to prevent fraudulent claims and to assess whether to offer insurance including the terms via the Claims and Underwriting Exchange register, operated by Insurance Database Services Ltd. A list of participants is available on request. Any information you supply to us will be provided to the participants.

I need to make a contents claim  

If you need to make a claim under your contents insurance please contact us as soon as possible to report the matter to us.

To make a claim on your home insurance policy, or for existing claims, please call: 0345 122 3019

How do I make a claim?

Our claims team will take full details of the claim and will, if necessary, send you a report form to complete and return.

Do’s 

  • Any claim for Loss, Theft or Malicious Damage should be reported to the Police.
  • Temporary repairs should be carried out to prevent further loss. If your claim is covered then we will reimburse you the cost, therefore keep hold of any invoices paid.

Don’ts

  • Don’t dispose of any damaged items; we may need to inspect them. Badly damaged property can be stored in a garage or shed.

How will my claim be handled?

We will settle your claim by replacing the items, paying you their cash value or by repairing them (we will decide which). We will appoint any necessary suppliers when you report your claim. The approved supplier will call you to make arrangements to visit or collect damaged items. They will be in a position to discuss the best way to settle your claim such as a repair or a replacement. All you will need to do it pay the policy excess directly to the supplier. Once a supplier has been appointed, they will deal with your claim on our behalf and will be in a position to deal with any queries you may have. However, you can contact your Ageas Claims Handler at any point should you wish. All our repairs are guaranteed for one year.

We can arrange to replace any lost, badly damaged or stolen items. All items are replaced on a new for old basis, except clothing and linen (unless you can prove that they are less than 3 years old) for which a deduction for wear and tear is made. All you will need to do is pay the policy excess directly to the contractor.

We can even arrange for your item to be upgraded, all you will have to do is pay the policy excess and the additional cost of the upgrade.

Where a large loss has occurred, such as a theft or fire, we may appoint a Loss Adjuster to co-ordinate all the aspects of your claim. Loss Adjusters are independent experts with extensive local knowledge. They will arrange to visit you and will deal with the whole of your claim from start to finish on our behalf. They are therefore in the best position to recommend the way your claim should be settled.

Once a Loss Adjuster has been appointed, all enquires regarding your claim should be directed to them. However, you can contact your Ageas Claims Handler at any point should you wish.

What information does Ageas need?

We may require you to complete a report form and provide further documentation to support your claim.

  • Proof of ownership - Original Purchase Receipt.
  • Credit Card Slip or Statement.
  • Bank Account Statement.
  • Guarantee Cards and/or Instruction manual.
  • Any available photos taken before and after the event, showing the property would be useful.

Should you choose not to use one of our Approved Repairers or Suppliers, we will require the following:

  • Two estimates from independent contractors for the repair or replacement of the item.
  • Where the claim is for damaged electrical goods, a repairers report, detailing the cause of the damage and whether the item is beyond economic repair.