Making a home insurance claim
As your insurer, we're here to help make claims as easy as possible and will be here for you every step of the way.
What to do before you make a claim
- Check your excess. You can check this, your cover limits and details of endorsements in your Statement of Fact, which can be found in your online account or policy confirmation email.
- Check that you’re covered by reading your policy document Our policy documents - Ageas.
- Check if you can make your claim online
You can make a claim online for the following:
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- Escape of water.
- Storm damage.
- Accidental damage.
- Loss of personal belongings.
- Theft of personal belongings.
- Freezer food.
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What you’ll need when you make a claim
- Your policy number. You can find this on your confirmation email or documents.
- Photos of the damage, or photos of the lost or stolen items if you have them.
- Any relevant receipts or quotes, which will help with your claim.
- If there has been a theft you should report it to the police.
The more details you can give us, the quicker we can progress your claim.
Important information to know before making a claim on your home insurance
- Like most home insurance providers, we don’t cover loss or damage to your home or contents due to a lack of maintenance, wear and tear, or any damage that happens gradually over time.
- If you need to make a claim for any valuables or significant items, you may be asked for proof of ownership or a valuation.
- It’s better to contact us before you get any repairs done.
- Unless it is an emergency, please do not carry out any repairs or replace items without us agreeing to this first. If you need to take action to protect your property, we recommend that you do so only if the temporary repairs can be easily removed for a full inspection. The cost of any temporary repairs will not be reimbursed if your claim is declined following our inspection.
- There are specific criteria that have to be met for damage caused during bad weather to be considered for a storm claim.
- By a storm, we mean strong winds of over 55mph or damage by extreme rain, snow or hail. Rainfall is extreme if more than 25mm falls in an hour. Snowfall is extreme if 30cm or more falls in a 24- hour period and hailstones are extreme if they damage hard surfaces. Not sure what storm cover includes? Here's an overview of our home storm cover.
How to make a claim
The fastest, simplest way to claim is online.
The benefits of reporting a claim online:
- Make a claim 24/7.
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- Quick settlements made for simple claims types:
- Perished freezer food.
- Damaged flooring.
- Accidental damage to electricals.
- Storm.
- Quick settlements made for simple claims types:
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- Upload information and documents securely to support your claim.
We understand online claims aren’t for everyone
Our claims experts are still on hand if you need us or would prefer to speak to us in person, especially in an emergency. You can reach us by using one of the following numbers based on how you purchased your policy:
Directly with us:
0345 165 5753Through a broker:
0345 122 3019What happens next
We'll usually:
- Check that you’re covered by your insurance - Our policy documents - Ageas.
- Confirm how much excess you’ll need to pay. You can check this in your Statement of Fact, which can be found in your online account or policy confirmation email.
- Ask for supporting evidence – this could include photos and quotes.
- Send you a link to the online claims hub to manage your claim and upload photos or documents.
- Suggest the best course of action or options. If the damage is substantial, we’ll send an expert round to talk you through your options.
- Review your claim and keep you updated.
- Offer repairs or replacements – we have a huge network of approved repairers. We’ll pick the best one for you and take care of everything.
- Or organise a cash settlement if appropriate.
You’ll receive a decision on the outcome of your claim straightaway if we can. If, for any reason, we are unable to provide you with an immediate decision, we'll tell you what will happen next and how long it might take.
Manage your claim online
If you make a claim online or by phone, you’ll also be able to manage your claim through our online Claims Hub. We’ll send you a link to register online.
Through our online Claims Hub, you can:
- Check your claim status.
- Find contact details for approved suppliers.
- Upload images, quotes, proof of purchase and documents securely.
- Message our claims team.
- Accept cash settlement offers.
- Input bank details securely.
- Get notifications including updates from suppliers and repair dates.
