How Do I Make A Claim?

Please make sure that you:

• Tell the police as soon as reasonably possible if something is lost or if you suspect theft or malicious damage.
• Take all practical steps to get back any property which has been lost.
• If you are asked to fill in a claim form please send this back with everything you are asked for within 30 days of the incident.
• Immediately send any written claim which is made against you, and give full details of any verbal claims made against you.
• Take reasonable action to protect the property from loss or damage.

Do Not:

• Throw away, get rid of or destroy items that are damaged until you are told to.
• Admit or deny responsibility for any incident; or Negotiate or settle any claims made against you by anyone else unless it is agreed in writing that you can.
• If you are insured for your buildings and your contents under the same policy your excess will be deducted from only one cover if you had to make a claim under both covers for the same incident.

Before requesting emergency assistance, please check that the circumstances are covered by your policy. Please remember that this is not a maintenance policy and does not cover routine maintenance in your home.

If your emergency is boiler related you should have your boiler make and model and service details ready when you contact the helpline. You must provide evidence to the approved engineer that the boiler has been serviced to the manufacturers specifications within the last twelve months for primary heating system cover to apply. Primary heating system cover must also be shown as included on your schedule.

Telephone the helpline within 12 hours of the emergency occurring and provide details of the assistance you require.

All requests for emergency assistance must be made through the helpline. Do not make arrangements yourself without prior authorisation from the helpline.

Pay On Use

Should an emergency arise that is not included under your Home Emergency cover, where possible, the helpline can arrange for an approved engineer to attend your home but you will be responsible for all costs involved.