We’ve split the process into clear steps so you know what to do. Whether it’s a leak, storm damage, a break-in, or a fire.
Choose the section below that matches your situation to get started:
First steps to take
Stay safe. Limit the damage.
Something’s happened at home? Don’t panic. Keep yourself safe first. Do what you can to reduce the damage, but never put yourself at risk.
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Leaks
Turn off the water at the stopcock.
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Fire
Call the fire brigade straight away.
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Other urgent damage
Take small steps to stop things getting worse—only if it’s safe.
NFU Mutual customers: If we’ve confirmed your claim, include your policy or claim number when you get in touch.
Other insurers: Check your policy documents for their claim instructions.
After the emergency
Once it’s safe, here’s what to do next. These steps protect your home and make your claim smoother.
Leaks and escape of water
- Move furniture and valuables out of the wet area.
- If safe, turn off power in affected rooms.
- Take photos or short videos.
- Keep parts, receipts, or packaging.
Fire or smoke damage
- Only go back in when the fire brigade says it’s safe.
- Open windows if they advise.
- Take photos before you tidy up.
- Keep damaged items for inspection.
Storm, flood, or weather damage
- Stay away from water that’s near electrical sockets or cables.
- Make quick, safe repairs if you can (like using tarpaulin or boarding).
- Keep receipts for materials or any work done.
Theft or vandalism
- Call the police and get a crime reference number.
- Take photos of entry points and damage before cleaning up.
- List stolen items, with make, model, and serial numbers if possible.
Family legal protection
If a legal dispute starts, you may be covered for advice and legal costs.
- Neighbour disputes (e.g. fences, boundaries).
- Employment issues (e.g. unfair dismissal).
- Problems with goods or services you paid for.
What to do:
- Check your policy documents to confirm you have this cover.
- Call ARAG for advice as soon as the issue starts.
- Keep letters, emails, and receipts linked to the problem.
💡 Why this helps
- Gives your insurer proof of what happened.
- Speeds up your claim.
- Stops avoidable extra damage.
⚠️ Please don’t:
- Throw damaged items away.
- Try risky repairs.
- Admit liability to any third party.
Only do what’s safe. Your wellbeing comes first.
What to have ready before you call
Gather what you can before you call. Don’t worry if you don’t have it all—we’ll guide you.
Your policy details
- Your policy number and home address.
What happened
- Date, time, and a short description.
Photos and videos
- Damage, rooms, and any entry points.
Items and costs
- A rough value of what’s damaged or stolen.
- Add receipts or serial numbers if you have them.
People involved
- Names of any tradespeople who came (plumber, electrician, roofer).
- Add estimates if you have them.
For theft or vandalism
- Police name, officer name or badge, and your crime reference number.
💡 Why this helps
- Helps your insurer handle the claim faster.
- Makes sure you get the right support.
- Keeps costs lower, which can help with future premiums.
⚠️ Please don’t
- Do major repairs before speaking to us (temporary fixes are fine—keep receipts).
- Throw anything away.
- Feel pressured to give answers you don’t know.
How to report your claim
Who you call depends on your insurer. Find your provider below.
NFU Mutual
Call our claims team Monday to Friday, 9am–5pm.
If it’s outside those hours and you have an emergency, use our 24-hour emergency helpline.
Have ready: policy number, what happened, photos, and (for theft) your crime number.
Intact Insurance Channel Islands
Call using the button below.
Claim form: download the Home Claim form and fill it in.
- Send your form
- Guernsey: claims@islands.gg
- Jersey: claims@islands.je
ARAG (Family Legal Expenses Cover)
If your claim is about legal cover, first check your policy documents to make sure you opted in. If you’re covered, follow ARAG’s instructions.
Other insurers
If your policy is with another insurer, use the claims contact in your documents.
If you can’t find your documents, we can help you.