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Make a Home Insurance Claim

You can start your claim online, 24/7 in just three steps. Just make sure you're safe before you begin:

  1. Log in to your Account to get started
  2. Go to your Policy > About your cover section to check your cover and excess
  3. Select the  Make a claim button

To check the progress after you’ve made a claim log back in and select ‘Manage claims’.

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We're here to help you every step of the way - our FAQs and chatbot are always available.

Quick video guide on how to make a claim

Need emergency help?

Home emergency cover

If you've chosen to add the Home Emergency optional extra to your policy, you can use it to make your home safe or watertight. Otherwise call in a qualified tradesperson to carry out temporary repairs.

  • Covers emergencies like a burst pipe, internal plumbing failure, blocked or damaged drains, external windows or doors not secure, boiler and heating system breakdown
  • Call the Home Emergency helpline, which is managed by AXA Assistance 24/7, if included in your policy

  • Call the Home Emergency helpline, which is managed by AXA Assistance 24/7
  • Give them your policy number, name, address and details of the emergency
  • Pay the £25 excess that applies to this service

0345 601 7624

Things you will be asked when making a claim

Take photos of the damage and any temporary repairs but only when it’s safe to do so.

Get an estimate, review this together with your excesses and decide if you wish to claim.

Find or keep copies of any receipts, invoices or estimates to support your claim.

I don’t have receipts or invoices

Don't replace or throw away any items without checking with us.

Report your incident and we'll get working on it.

What happens once you've submitted your claim?

Whether you tell us over the phone or online, we follow the same steps.

  1. 1 Review claim

We’ll start to get any extra information needed.

  1. 2 Our supplier will be in touch

We'll often get one of our trusted suppliers to manage your claim from this point. We'll let you know their details and then they'll be in touch with you directly.

  1. 3 Assess damage

If there's damage to your home, we may need someone to come and see what work needs to be done and at what cost. If this is the case, either we or our supplier will arrange this with you.

  1. 4 Decide outcome

We'll let you know the outcome of your claim. For a successful Buildings claim, we'll pay to get the damage repaired. For a successful Contents claim, we'll pay to repair or replace what you've lost, depending on the circumstances.

If you have an optional extra

Pest cover Family legal protection

Call us to make a claim

If you need to report an incident or would like assistance with making a claim, you can contact us through:

0345 606 1373 Chat with us

We're open
  • Monday to Friday 8am - 8pm
  • Saturday 9am - 5pm
  • Sunday 9am - 2pm

Alternatively log in to make a claim online 24/7.

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