Home insurance claims 

Having to make a claim can be stressful, and accidents can happen even when we’re careful. Follow our simple steps on how to make a claim, we’ll always make sure to have a straightforward process where you can be aware and understand what’s happening every step of the way.

Make a claim


Have your information ready

To make the process of making a claim quicker and easier, please have a few things ready to give to the claims team.

  • Your policy number
  • Your home postcode
  • The nature of the problem

If something has been stolen or vandalised, please ensure you contact the police first to get a crime reference number. If something has been lost, please make sure you’ve taken all necessary steps in an effort to get it back, such as contacting lost property or retracing your steps.

If you’re able to, it can be helpful to have photos, receipts or recent valuation of valuables and evidence of damaged goods.


Contact your insurer

Next, give your insurer a call. The name of your insurer can be found in your policy schedule. You will also find there the insurer claims helpline number and their opening hours.

Ageas - claim online

AXA - claim online 

Integra - claim online

Not sure who your insurer is? The name of your insurer will be listed in your schedule, but if you still need some help, our live chat team will be happy to help.


What happens after?

Your insurer will ask you for details of your claim, and they may appoint authorised personnel to do an inspection to your property and provide repairs and replacement services.

Claiming on one of your optional extras

If your claim is related to one of the optional extras you’ve added to your main policy, please call:

Home Legal Expenses 0333 035 9640

Personal Legal Advice Helpline 0333 035 9640

Home Emergency Cover 0333 035 9641 - Open 24 hours a day, 7 days a week

Home Excess Reimbursement 0333 035 9644

For full details on making a claim on one of your optional extras, please refer to your policy wording.

Frequently asked questions

A policy excess is the amount of money you have agreed to pay towards the cost of a claim, it’s agreed when you first take out a policy. An excess is usually made up of a compulsory and voluntary amount and could differ depending on your claim type.

Yes, you do need to pay the excess that applies to the section of cover you’re claiming under, buildings or contents or both. Details of the excesses you have to pay are shown within your Schedule.

When you make a claim, your total excess will be made up of a compulsory excess which we set, and your voluntary excess which you choose. There are different excesses for escape of water or subsidence.

Your Schedule and Insurance Product Information Document (IPID) will provide the full information based on your home insurance level of cover.

If your house needs any repair work related to your claim, it’s recommended that you speak to your insurer to agree on it before any work has started. This is because your insurer may refuse to agree any incurred costs, so you may be liable to cover the cost of the repair.