1. Make sure your home is safe and secure
If your home has been damaged, make sure everyone involved is safe and, if you need to, call emergency services. For example, if there has been a theft, burglary or vandalism, or an attempt at these, call the police immediately. Once it’s safe to do so, you should make sure your home is secure.
2. Submit a claim
Report your claim online - One of our Customer Managers will get in touch within two working days.
If your situation requires urgent help or attention, call us on 0800 500 216 – it will take about 15 minutes to lodge your claim. Let us know if your home is no longer safe or secure.
3. We'll get you sorted
One of our Customer Managers will keep you fully informed about your claim's progress. They will ensure that any damaged property covered by your policy will be repaired or replaced as quickly as possible, so that you can get back to normal.
To keep your claim as easy and stress-free as possible, it helps to have all the relevant information on hand, including:
- The full details and circumstances of what has happened
- As much information as you can provide about the damaged parts of your home
- The full details of everyone involved
- The date and time that the incident occurred
Depending on the nature of the claim, you may also be required to provide further information or access to the property during the claims process, which is outlined in our Home Insurance policy document.
For more information view our Home Insurance policy document.
Once you have checked that everyone is safe and emergency services are at the scene if they are needed, call us on 0800 500 216 – it will take about 15 minutes to lodge your claim. A Customer Manager will make sure your claim is processed, so you can get back to normal as soon as possible.
In the meantime, you should keep the damaged items so we can inspect them.
If you can’t live in your damaged home, we’ll arrange for temporary accommodation for you and your family while your home is repaired or rebuilt. And as with any home claim, you will need to pay an excess.
If you can’t live in your damaged home, a Customer Manager will arrange temporary accommodation for you, your family and your domestic pets.
If your claim is urgent and it is no longer safe for you to be in your home, please call us on 0800 500 216 so we can help you right now.
Otherwise, you can report your claim online and one of our Customer Managers will get in touch within two working days.
If your property has caused accidental damage to a surrounding property, such as a tree limb, fence paling or roof tile breaking your neighbours’ window during a storm, you may be able to claim this damage under your legal liability benefit.