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Home insurance help & support – 1 February 2017 to present

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Home insurance guides

FAQs

Answers to frequently asked questions about our home insurance policies.

Policy documents

View your home insurance policy documents online.

Get in touch

How to contact us about your home insurance policy.

Your top home insurance questions

Online portal

Log in or register for our Online Portal so you can manage your insurance online.

The online portal allows you to:

  • View your home insurance cover
  • View policy documentation
  • Change your cover
  • Change your address
  • Cancel your policy

Log in

Register

Make a claim

We'll support you through it

Give us a call and we'll guide you through the claims process. We'll make sure you and your family are safe, check that you're covered, and let you know what will happen next so you can get back to normal as soon as possible.

Who to call

If you're claiming on your main contents insurance policy (and not one of our optional extras) you need to call your insurer. You can find the name of your insurer on your policy documentation.

Here's a list of the insurers we use and their claims number:

Insurer Phone number
Axa 0333 241 3197
Ageas 0345 166 6381
Covea 0330 024 2255
Geo Underwriting 0345 0744 760
Highway Insurance Company Ltd  
Integra 0300 045 2223
Legal and General 0370 094 8026
Lloyds Bank 0344 856 2340
Markerstudy 0333 0096 894
Pen Underwriting 0330 018 2297
Prestige 0800 028 3966
RSA 0800 316 8273
Zurich 0800 169 1644

 

Claiming on one of our optional extras

Key Cover 0344 856 2270 (if your policy was purchased on or after 21st August 2024)

01737 334 253 (if your policy was purchased before 20th August 2024)
Family Legal Protection 0333 234 2131 (if your policy has an inception or renewal date before 1 January 2019)

0330 159 8685 (if your policy has an inception or renewal date after 1 January 2019)
Home Emergency Cover 0345 307 4898 (if your policy has an inception or renewal date on or after 21st August 2024)

01737 334 253 (if your policy has an inception or renewal date before 21st August 2024)

 

03 number calls are charged at local rates from landlines and mobiles. 0800 number calls are free from landlines and mobiles. Calls may be monitored and recorded.

How to claim

Before you call us:

  • Call the police and get a crime reference number or lost property number if you're claiming for theft, riot, malicious damage or vandalism, or accidental loss outside your home.
  • Make sure everything is safe to avoid more damage or theft – but please speak to us before you make any repairs.
  • Check your home insurance to make sure you're covered before you call.

Then:

  • Call us with your policy number to hand if you want to make a claim, or if something happens that you could claim for – even if you decide not to.
  • We'll take all the details of why you're claiming and what happened – including a list of everything that's lost or damaged. There's a few tips below on this for you too.
  • Keep the damaged items as we may need to see them – except freezer food, a list is fine for that.
  • We'll work out and arrange the next steps – for example we'll organise accommodation, a repair or a replacement, or reimburse you.
  • We'll let you know about any excess you have to pay towards your claim.
What details to give us:
  • Your policy number
  • Your crime reference or lost property number if you have one
  • The date the damage, theft or loss happened
  • We may ask you for more information, like proof of ownership, valuations and estimates – we can accept receipts and invoices, credit agreements, pre-loss valuations and sometimes just a photo.

Check your policy

It's a good idea to check what's covered and how you're protected if you're not sure. That way, if your home gets damaged or burgled, you can see if we can help before you make a claim.

Here are your policy documents:

If you purchased any other optional extras with a start date or renewal date on or after 22nd August 2024:

If you purchased any other optional extras with a start date or renewal date on or after 29 November 2023:

If you purchased any other optional extras with a start or renewal date before 29 November 2023:

Optional extras include:

  • Key Cover
  • Family Legal Protection
  • Home Emergency

Make a change to your policy

If you're registered for our online portal, you can make all sorts of changes to your policy through your account, like adding cover, updating your details, cancelling your policy, or telling us you've fitted a burglar alarm.

Log in

Register

Get more information

Got a question?

We've answered some of the most common home insurance questions - see our frequently asked questions.

Wall-to-wall guides

We've also put together some guides on everything from security tips for students to protecting your home from storm damage.

Read our guides for some handy hints.

Calls are charged at local rates from landlines and mobiles. Calls may be monitored and recorded.