Making a claim?

We will begin processing new claims within 24 hours of receipt; the first thing we will do is let you know what documents we need to settle the claim.

Commonly required documents include:

- A completed copy of our claim form

- Photographs of any damage

- Any relevant reports that confirm the cause of the damage

- Two comparative estimates for the repairs

- Details of any potential recovery we may be able to make on your behalf (if a recovery is successful this will normally mean that your excess is returned to you)

In addition to the above, some types of claims require specific evidence; here's our advice on what to submit:

Leaks from water apparatus e.g. baths, boilers

As soon as you become aware of a water leak – or even potential leak - please arrange repairs as soon as possible. This will hopefully prevent any further damage and the repair costs escalating.

If you undertake repairs prior to contacting us, please take clear photographs.

Trace and access costs are covered under our policy (this is the specific cost of finding and accessing the leak), as long as the leak has come from a water apparatus and there is visible subsequent damage done by the leak.

Once the leak has been stopped we will need an invoice to confirm this, with the costs separated between any trace and access costs and the repair costs of the leak itself.

Repair costs for a leak are usually a maintenance issue (for example, pipes wearing out due to age) and are therefore normally excluded from a claim.

Break-ins, theft and malicious damage claims

Make sure these are reported urgently to the police and obtain a crime reference number.

Any emergency action you need to take to protect the property can be looked at under the policy — this can include boarding up doors/windows etc.

Please make sure clear photographs are taken of any damage prior to emergency works going ahead. Once the property is temporarily protected please provide us with photos and two comparative like-for-like repair quotes.

Storm damage

If you believe your property has been affected by a recent storm, make any necessary temporary repairs to keep the property water tight, first taking clear photos of any damage.

We will need these photos and a report from a roofer to confirm the cause of the damage along with two quotes for the full repairs and the date the storm occurred.

Liability claims

Notify us immediately if any incident occurs that could lead to a liability claim.

If you receive a claim letter from a third party, please forward it to us. If the third party contacts you again, refer them to us with your policy number and our details. Do not communicate to the third party in any way that could be construed as an admission of liability.

Liability claims are dealt with by a specialist team; we retain an overview and receive frequent updates as to the progress of any claim. Please note, these claims can take months, or even years to investigate.

Subsidence claims

Subsidence claims are handled by a specialist team. These claims tend to take many months to settle as it is necessary for investigation and a period of monitoring to take place.

We will retain an overview of these claims and keep you updated when necessary. Generally loss adjusters are appointed and you will have direct contact with the adjuster as the claim progresses.

Before any contractors can be appointed we will need to see photographs of the damage and receive a completed short questionnaire that we will send to you. We may also ask you to get a report from a qualified surveyor advising the cause of the damage. Should there be an insured peril this cost will be picked up by the policy.

Impact claims

If you do not know who caused the damage, the incident will need to be reported to the police and a crime reference number sought.

If you do have these details, please send them to us along with photos of the damage and two comparative quotes for reinstatement. There is always the chance we will be able to make a recovery on these claims if the third party is known.

Fire claims

Please notify us as soon as possible as we will need to appoint a loss adjuster if there has been a major loss. It is also vital that we are able to provide you with urgent advice in order to prevent further damage and ensure alternative accommodation can be authorised if necessary.

Flood claims

As with fire claims, depending on the level of damage, we may need to appoint an adjuster to oversee the claim. Floods can cause a lot of property damage and it is vital that measures are put in place to prevent further damage.

Accidental damage claims

If you think an event has happened that may be covered under the accidental damage peril please supply us with photographs of the damage, a clear explanation as to the cause and two comparative quotes for repairs.

This content is for guidance only; please call one of our claims advisors or check your policy documentation for more information.