Home Claims Guide

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Important information for home policyholders

Even if you’re not making a claim for damage to your own possessions or other expenses, you may find yourself facing a claim from another person involved. We will give you help and advice and deal with any claims made against you.

Many of our policies provide a 24-hour Helpline and legal expenses insurance, the details of which will be shown in the policy or schedule.

An accident can happen at any time. For many people, it is a new experience, the first time that they will have thought about their insurance policy and tested the product that they had hoped never to have to call upon. This guide explains the main steps along the way and deals with what happens next to you and your home. It tells you what we can do to help.

Our promise

We can’t stop accidents happening but we will do all we can to make sure that:

  • The consequences are as hassle-free as possible
  • You have an understanding of what comes next
  • You get the maximum benefit from your insurance cover

First Steps

First, and most important, act immediately to minimise the damage or loss, regardless of whether it is insured or not. Take all reasonable steps to secure any damaged property (e.g. by switching off the water supply for a burst pipe or calling the fire brigade for a fire) and stop further damage from occurring, but without risking your life or the lives of others.

If we have acknowledged your claim already please contact the reference number given on the acknowledgement. Please indicate your policy number, or claim reference number if you have one, in all correspondence.

Preparing for a claim

If you need to make an insurance claim, please ensure you have the following to hand before you contact us:

  • Your policy number
  • Details of any third parties involved
  • An indication of the value of the claim, such as purchase price, estimated replacement cost, or the extent of damage or injury
  • Then contact the office that arranged your insurance

Contact your local claims team (9:00-17:00)

Jersey: 01534 835 383
Guernsey: 01481 710 731
Alderney: 01481 824 100

Contact our 24-hour claims helpline

Within the UK: 0345 604 7012
Outside of the UK: 00 44 29 2055 8659

Review your policy documents

Your policy documents include more detail on exactly what is covered and how we can help. Please ensure you review your policy documents and insurance schedule in detail before making a claim.

Making a Claim

Before making an accident claim please have details of:

  • Names, addresses, phone numbers of any other persons who were injured
  • Names, addresses and phone numbers of owners of damaged property
  • Details of any injuries suffered
  • Details of any property damaged
  • Names, addresses and phone numbers of any witnesses
  • Names, addresses and phone numbers of any witnesses
  • Police officers’ details (or other authorities who attended the scene) and incident reference number
  • Take photographs of the scene and any damage where it is safe to do so

Remember, this information is important because it will help us to contact anybody else involved in the incident.

Whether you are at fault or not, this information is extremely valuable as it helps us to manage costs effectively – which ultimately helps to minimise the impact of claims on your premium.

Home claims forms

What do I do if my property has been stolen?

The first thing to do is to report it to the local police where the theft occurred, this is absolutely vital as all insurers will insist that this has been done. Make a note of the crime or incident reference.

Next report the claim to our Claims Department.

Home Claims Forms

When you have reviewed your policy documents and are confident you have a valid claim, please complete the applicable claim form(s).

If you would prefer to speak to one of our team, we will be happy to help. Please contact us or request a callback and one of our insurance experts will be in touch as soon as possible.

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