No - Not initially. When registering your claim we will record full details of your claim on our computer and telephone systems. You may be required to fill in a form if we require further information from you to help process your claim.
You will be responsible for the excess shown in your Policy Schedule. Depending on the nature of the claim you will either need to pay this excess directly to the supplier or we will deduct it from any payments due to you.
Full details of the limits for your policy are shown in your Policy Schedule.
The effect of your claim on the No Claim Discount on your policy is explained in your Policy Booklet.
Depending on the items being claimed for and the circumstances of the claim, we may be able to settle your claim without evidence. However, in most cases, we will require evidence.
We will discuss and agree with you how your claim will be settled. In some cases, we may issue a cheque in part or full settlement of the claim. Full details of our settlement options can be found in the policy wording.
We will allocate your claim to one of our handling teams. Their telephone number will be given to you when the claim is registered.
The claim handler will review your claim at regular intervals and contact you if necessary. The timescales referred to in Question 1 above provide a guideline for the settlement of your claim.
The recommended suppliers will contact you within 2 working days. For claims under the contents section, the supplier will tell you whether they will inspect and then repair the item or whether they will replace it. For claims involving damage to buildings, our supplier will normally provide us with a written report for consideration only.
No. If we use a recommended supplier for contents claims, we will normally give them authority to inspect and then repair the item or replace it up to an agreed cost level. If the costs are more than this limit the supplier will contact us for further authorisation.
Yes. The telephone numbers for the suppliers instructed will be given to you when the claim is registered.
No. If you use one of our recommended suppliers, they will notify us. If you use your own supplier, it is a matter between you and them.
No. If we have already discussed and agreed how the claim will be handled, you can take the next steps without written confirmation. However, all our calls are recorded for training and monitoring purposes and can be referred to if necessary.
The supplier(s) handling your claim will contact you directly to arrange the repair / replacement of the items. If you have any questions about the progress of the repair / replacement, please contact them directly.
Initially, you should contact the supplier on the telephone number given to you when the claim was registered. If they have not received the fax we have sent them asking them to contact you, please ask them to contact us and ask for the instructions to be faxed again.
Initially, you should contact the supplier to discuss when the repair will be completed or when you should expect to receive the replacement goods. If you are still not satisfied, please contact the claims handler dealing with your claim.
Initially, you should contact the supplier who carried out the repairs or supplied the item(s). If you are still not satisfied, you should contact the Home Claims Department on 0845 604 4215 who will be able to assist you.
Initially, you should contact the supplier who is carrying out the repairs or replacing the goods. If you are still not satisfied, please contact the claims handler dealing with your claim.
Yes. If you use your own supplier, you will need to send us two ‘Fully Costed’ repair / replacement estimates which must include all prices for the individual items / materials and labour. Once we receive these, we will then liaise with you or your supplier(s) to agree and authorise the repairs / replacements. We will aim to do this within 5 working days.
You can send us your documentation or estimate by post, fax or email. The details for each of these methods can be obtained from the claims handler dealing with your claim.
The loss adjuster will control the claim costs and ensure that matters are progressed effectively. The loss adjuster may appoint suppliers to repair / replace items where appropriate or ask you to get estimates. We will review your claim with the loss adjuster on a regular basis to ensure that matters are progressing. The loss adjustor will also assess if the claim is covered by the policy.
The loss adjuster will tell us the agreed cash settlement and then we will send you the cheque.
Our home claims department is open Monday to Friday from 8.00am to 6.00pm and on Saturdays from 9.00am to 1:00pm. Their telephone number is 0845 604 4215.
You should call our 24-hour claims line on 0845 604 4215.
If your Policy Schedule shows that you have bought our Pest Cover, you should call the 24-hour Pest helpline on 0845 604 4225. They will then arrange the treatment subject to policy cover and limits.
If your Policy Schedule shows that you have bought our Family Legal Protection cover, call the family legal advice helpline on 0845 604 4225. They will arrange the most appropriate advice for you subject to policy cover and limits.
If your Policy Schedule shows that you have bought our Home Emergency cover, you should call the 24-hour home emergency helpline on 0845 604 4226. They will then arrange the repair subject to policy cover and limits.
The answers to the above questions are indicative only. Timescales may on occasion take longer, depending on individual circumstances. Conditions and timescales are not legally binding.