Here to help when things go wrong

From emergency assistance with a water leak to legal advice about your home such as a neighbourly dispute. We're your first point of contact.
It's easy to make a home claim

If you need to make a claim, it's a good idea to have your policy schedule to hand and to note down the details of any damage. It helps us to process your claim as quickly as possible. You can register your claim by clicking on the make a home claim button below.

Home Emergency Helpline

0800 300 684 
Call us 24/7, 365 days a year. We'll provide you with up to £200 home emergency assistance as standard.

Note - you must use a MORE THAN authorised tradesperson.

Calls may be monitored and recorded.

Freephone Legal Advice Line

0800 300 688
Our friendly team of legal experts are on hand 24/7 to offer you confidential advice on a range of personal and domestic legal matters.

Calls may be monitored and recorded.

*available to eligible policyholders only.  Check your policy for details.

 
Or you can call us:  
Our claims centre:

We ask that you please only call us if you need to make a claim.

0330 100 7783

Please note that charges may apply if you call from your mobile phone. Calls may be recorded and monitored.

Claims centre opening hours:

Monday to Friday 9am to 5pm

Saturday and Sunday closed

Supporting our NHS heroes

We are very proud of the heroic efforts of our NHS volunteers and workers during the coronavirus crisis. 

To support those on the frontline and to say thank you, we’re including additional product benefits in case you need to make a claim.

  • If you have one of our MORE THAN home insurance policies and anyone in your household is an NHS volunteer or worker we’ll prioritise your home emergency claim and give you upgraded home emergency cover, covering you up to the value of £1,000 to make your home safe and secure after an emergency.

You can view the detail of what’s included here.

You do not need to do anything. Your additional benefits are available until the 31 August 2020.

Things to consider when making a claim

Check your cover and make sure you have the relevant information to hand. Take a look at our checklists below to see what information we need to deal with your claim.

Are you covered?

Before you get in touch, make sure you've checked the following:

Your policy schedule - it's easy to forget the cover you bought so take a moment to check the document we sent you when you bought your home insurance. It contains your unique policy number and the personal details you gave us.

Your policy cover excesses - this is the amount you have to pay towards claims you make.  Your policy schedule lists the excesses payable. Different types of claim may have different excesses.

Accidental damage

Before you start your claim you should check you’ve got accidental damage cover on your policy.  If you have, to process your claim we’ll need to know the following:
•    What exactly happened (when, where, how)
•    What’s been damaged
•    The type, age, make, model of the item(s)
•    We may also need proof of ownership e.g. a receipt/email confirmation of purchase and details of where it was purchased

Theft from my home

To process your claim smoothly we’ll need to know the following:
•    When the incident took place
•    How entry was gained to the property
•    A crime reference number from the police
•    The type, age, makes and models of items that were taken or damaged
•    We may also need proof of ownership e.g. a receipt/email confirmation of purchase and details of where it was purchased
•    Whether the property is now secure

If you need help securing your home please call the Home Emergency helpline on 0800 300 684.

Personal possessions away from the home

Before you start a claim you’ll need to check your policy includes cover for this item away from the home.

To process your claim smoothly we’ll need to know the following:
•    Where you believe the item may have been lost
•    The type, age, make, model of the item(s)
•    We may also need proof of ownership e.g. a receipt/email confirmation of purchase and details of where it was purchased
•    If your item was specified individually on your policy, we may ask for an up to date copy of your valuation certificate

Buildings

Depending on the type and location of the damage caused, we may ask for the following information:
•    A fully itemised quote for the repairs
•    Digital photos
•    Dimensions of the rooms included in the claim, including floor to ceiling heights

We can provide further details and support on what is required when you speak to us.

If there is evidence of leaking water please call the Home Emergency helpline on 0800 300 684.

Contents

We can process your claim a lot quicker if you have these details to hand:
•    Make, model and serial number of TVs/appliances/electronic devices
•    Make, model, colour and IMEI numbers of mobile phones 
•    Photographs of items e.g. jewellery
•    We may also need proof of ownership e.g. a receipt/email confirmation of purchase and details of where it was purchased
•    If items are damaged, do not dispose of them before speaking to our Claims team, as we may need to inspect the damage.  Where it’s necessary to get rid of the items quickly due to health or safety, please take pictures to show the damage.

Flooding

Gather your immediate belongings where possible, such as your phone and charger, medication, identification, important documentation and clothes, and move them somewhere dry.

Then please phone us on 0330 100 7783.

Once you’ve registered your claim with us, and where your home is uninhabitable as a result of the damage, we’ll make sure you and your family (pets included) have suitable alternative accommodation.

Once we’ve checked your cover our experts will take steps to deal with the damage caused to your property.

What happens next?

Once you've registered a claim, a claims handler will keep you updated on progress. Depending on the claim, we can also put you in touch with our authorised tradespeople.

We're here to help

If you have any queries about your policy or want to check the progress of your claim, call us on 0330 100 7783 - calls may be recorded and monitored.
BUILD: MASTER