CV-19

Covid-19: Customer Update

We’ve been experiencing a high volume of calls into our contact centre which may mean longer waiting times than usual. We ask that you only call our contact centre if absolutely necessary so we can keep our phone lines available  for vulnerable customers and those who don’t have access to online services.

If you need to check any details or make a change to your policy, please  log in to your My Account. It will be much quicker for you to make changes to your policy online at the moment. Once logged in, you can also use our Webchat service which is available Monday- Friday 8am-8pm, Saturday 8am-6pm and Sunday 10am-4pm to make changes, accept or decline your renewal. To log in, please click here.

If you need to make a claim, please click here for more information.

We also have some other information that may be useful. Click here to read our FAQ’s, and information on what we are doing to support key workers can be found here.

Making a home insurance claim

Get help fast with our 24/7 UK claims helplines

How do I claim on my home insurance?

In an ideal world, we hope that you won’t need to make a claim with us, but we all know this isn’t always the case. If you should need to contact us to make a claim please rest assured we have a dedicated team ready to help you 24 hours a day, 7 days a week.

Call us now on 0344 412 2143

If you would like more information on what happens when you make a claim, please click here

Useful information to have when calling us

Call us
Claims helpline

0344 412 2143

Policy holder

The name of the policy holder

Location
Address

The address of the claim

Policy Number
Policy number

9 characters in length.

Crime Reference
Police reference number

Only if a crime has been reported.

Frequently asked questions

No, you do not need to make an insurance claim for all incidents, it’s up to you whether you want to claim on your insurance or pay for any damage to your vehicle yourself.

Depending on the level of excess you have on your policy, for some smaller repairs it may be cheaper to pay for the repairs yourself rather than claiming and paying the initial excess cost.

If you’ve had insurance for a number of years without having to make a claim, you may also have built up several years of No Claims Discount (NCD). This could potentially be more valuable for you to keep so that you benefit from the NCD discount on your insurance premium overall.

What happens to your NCD will depend on the type of claim you’re making.

If you’re claiming a non-fault claim where recovery can be made, or for repair work, for example to a chipped windscreen, then it is unlikely to affect your No Claims Discount, you will just be required to pay any relevant excess.

If you’re claiming a fault claim or a non-fault claim where recovery can’t be made your NCD will be affected as shown below:

  • If you have 5 or more years NCD your NCD will reduce to 3 years
  • If you have less than 5 years your NCD will reduce by 2 years

If you have 4 or more years NCD, we may be able to protect it for you for an additional cost. This means that if you make a claim during the year we won’t reduce your NCD unless you are unfortunate enough to make 2 claims over a 3 year period. 

If you find yourself in the unfortunate circumstance where your vehicle has been stolen, call the police and file a police report immediately. You will be provided with a ‘crime reference number’.

Once you have a crime reference number, contact our claims helpline for further support. The following information would be useful to have to hand:

  • Your full name, address and date of birth
  • Your crime reference number