Your handy guide to making an easy home claim

Your home is your castle. So when something goes wrong, we understand you want to get things back to normal as quickly and as easily as possible, without any stress.

No one likes waiting, which is why we aim to get your claim sorted on your first call if we possibly can. Yes, really. And if you’ve had a bigger loss, such as a theft or fire, we’ll get a Loss Adjuster on the case to manage every step of your claim.

We also get that everyone’s needs are different, so you can choose how you want to settle your claim – from payment straight into your account or via an Amazon gift card, to a direct replacement or an upgrade. Flexible, or what?

We hop to it in an emergency, too. So, for example, if there’s a fire or flood, we can send a fast payment to you within two hours*.

*Eligible circumstances can vary based on customer scenario and bank account provider. Payment usually made within two hours but can be quicker. Fast payments available between 10am-4pm Monday to Friday.

Before you get in touch

You may need to tick off the following steps before you tell us about your contents claim:

  • If you’re claiming for loss, theft or malicious damage, you need to report it to the police and get a crime reference number
  • Where you can, take reasonable steps to protect your possessions from further damage or to recover them from any loss
  • Keep hold of any damaged items as we may need to see them
  • Collect details of any individual or company that are believed to be responsible for causing the incident

When you get in touch

We’ll take all of the claim information over the phone and we may ask you for:

  • Proof of ownership – this could be a receipt, bank or credit card statement, owner’s manual, etc
  • Any photos you have before and after the event
  • Two estimates from independent contractors for the repair or replacement
  • A repairer’s report including the cause of the damage and whether its beyond repair

Before you get in touch

Before you tell us about your buildings claim, you may need to tick off the following steps:

  • If you’re claiming for loss, theft or malicious damage, you need to report it to the police and get a crime reference number
  • Get any temporary repairs sorted, to stop any more damage or loss. Keep your invoice and if your claim’s covered, we’ll give you a refund
  • Keep hold of any damaged items as we may need to see them
  • Collect details of any individual or company that are believed to be responsible for causing the incident

When you get in touch

We’ll take all of the claim information over the phone and we may ask you for:

  • Any photos you have before and after the event
  • Two estimates from independent contractors for the repair or replacement
  • A repairer’s report, including the cause of the damage and whether it's beyond repair

We may ask you to provide a detailed description of the damage in order to proceed with your claim. Using this information, we will generate an accurate repair estimate using a validation tool called Symbility, which has been built in conjunction with NSRM (National Schedule of Rates Management), to ensure the estimate is fair and reasonable for the necessary work. You can find more details about the NSRM at: https://www.nsrm.co.uk/

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