claims procedure

It is important that you comply with the claims conditions shown in the full policy wording. Failure to do so could mean that you do not receive full payment in the event of a claim.

If you need to make a claim, please follow these steps:

  1. If property is lost, or theft or damage suspected, you should immediately inform the Police and get a crime or lost property reference number from them.
  2. You must take all reasonable steps to recover the missing property and prevent further damage. We also recommend that you check your policy to make sure that the loss or damage is covered.
  3. Notify us about your claim:
    • If your claim is URGENT you can call the following number 24 hours a day:
      From UK: 0800 197 2770 (free from BT landlines) or 01255 871965
      International: 0044 1255 871965
    • If your claim is NOT urgent please call the following number during office hours, Mon to Fri 08.00 - 20.00 (excluding bank holidays) and Sat 09.00 - 17.00:
      From UK: 0800 197 2770 (free from BT landlines) or 01255 871965
      International: 0044 1255 871965
    • Alternatively, you can make a claim online 24 hours a day (non-urgent claims only).
  4. On receiving your notification we will:
    • Take details of the loss.
    • Instruct an approved supplier to contact you if appropriate.
    • Where necessary, arrange for someone to call or contact you by phone as soon as possible to discuss your claim. This person may be one of our own claims staff or an independent Chartered Loss Adjuster.

After making your claim

  1. If someone is holding you responsible for damage to their property or bodily injury to them, you need to provide us with full details in writing immediately. If you have received a writ, summons, letter of claim or other document you must also send that to us.
  2. If requested you must send us written details of your claim within 60 days.
  3. We may ask you to supply, at your own expense, any documentation and assistance that we need to process your claim.

What you must NOT do

  1. Admit or deny any claim made by someone against you or make any agreement with them.
  2. Abandon any property to us.
  3. Dispose of damaged items as we may need to see them.