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How to make a claim

This information is from the policy document and the words in bold have specific meanings which can be found in Definitions We Use.

How claims are settled

You and Your Family must comply with these conditions to have the full protection of Your Policy. If You or Your Family do not comply with them, We may take one or more of the following actions:

  • Cancel Your Policy.
  • Change the terms of Your Policy.
  • Refuse to deal with all or part of any claim or reduce the amount of any claim payment.

The first thing You must do:

If items are lost, or theft or malicious damage is suspected, You must inform the Police as soon as possible and obtain a crime or lost property reference number.

We recommend that You check Your Policy cover. Check that the loss or damage is covered. This Policy contains details of what is covered and how claims are settled.

You should always:

  • Contact Us by telephone on 0300 030 1865. You should not delay notification of the claim to Us for any reason.

There is an emergency ‘out of hours’ facility available on this number to assist in a crisis when Our office is closed. In order to ensure that this service is available promptly to those who really need it in an emergency, please do not select it if You are advising a non-urgent claim.

Alternatively, You can send an email to . You should only notify Us by email if You do not need urgent assistance.

  • Take all reasonable steps to recover missing property.
  • Take all reasonable steps to prevent further damage.

Claims process:

When You telephone Us on 0300 030 1865, We will do the following, as appropriate:

  1. Take details of the loss.
  2. Arrange for an approved tradesperson to provide Us with an estimate or undertake emergency repairs immediately.
  3. Instruct an approved supplier to contact You if appropriate.
  4. Where necessary, arrange for someone to call or contact You by telephone as soon as possible to discuss Your claim. This person may be one of Our own claims staff or an independent Chartered Loss Adjuster.

What You must do after making Your claim:

  • Tell Us and provide full details in writing, as soon as possible, if someone is holding You or Your Family responsible for damage to their property or bodily injury to them and send to Us as soon as possible any writ summons letter of claim or other document.
  • If requested, send written details of Your claim to Us within 30 days.
  • To help prove Your claim We may require You to provide original purchase receipts, invoices, bank or credit card statements, instruction booklets, photographs or utility bills.
  • To help assist with dealing with Your claim We may require You to obtain estimates for the replacement or repair of the damaged items.
  • We will only ask for information relevant to Your claim and We will pay for any reasonable pre-agreed expenses You incur in providing the above information as part of Your claim.

What You must not do:

  • Admit or deny any claim made by someone else against You or Your Family or make any agreement with them.
  • Abandon any property to Us.
  • Dispose of damaged items as We may need to see them.

What We are entitled to do:

  • We are entitled to take over any rights in the defence or settlement of any claim and to take proceedings in Your name for Our benefit against any other party.
  • We are entitled to take possession of the items insured and deal with any salvage. We may also pursue any claim to recover any amount due from a third party in Your name.
  • We may repair, reinstate or replace the damaged items. If We cannot replace or repair the item We may pay for the loss or damage in cash or cash alternative (including vouchers and/or store cards).
  • Where We can offer repair or replacement through a preferred supplier, but We agree to pay a cash or cash alternative settlement, then the payment will not exceed the amount We would have paid the preferred supplier.
  • If no equivalent replacement is available then We will pay the full replacement cost of the item with no discount applied.
  • With Your agreement We may appoint an approved supplier to act on Our behalf to validate Your claim. They are authorised to arrange a quotation, a repair or a replacement. Any permanent repairs made by Our approved suppliers are guaranteed.

Matching sets, suites and carpets:

  • Where items originally purchased as part of a set cannot be matched and an appropriate replacement cannot be sourced, We will pay for accompanying items from a bathroom suite, three-piece suite, or kitchen unit (excluding kitchen appliances) if one individual item is damaged.
  • In all other circumstances an individual item from a matching set of articles is regarded as a single item. We will pay You for individual damaged items but not for undamaged companion pieces.
  • Where floor coverings are damaged beyond repair only the damaged floor coverings will be replaced and not undamaged floor coverings in adjoining rooms.

Will a deduction be made for wear and tear?

  • There will be no deduction for Contents provided they have been maintained in good repair.