How to make a claim

Call to make a claim

Speak to a friendly adviser about your claim.

0345 672 2795*

9am - 5pm Mon to Fri

Before you make a claim

The call centre you deal with is based right here in the UK and the staff are highly experienced in dealing with all types of queries and claims.

Our claims team will be able to answer your questions and give you the information you need to ensure that making a claim is straightforward, quick and hassle free.

How does it work? – Step by step

If you’re making a Home Insurance claim, here is a step by step guide on what to expect:


Step 1. Details of your claim

If you have taken your Home Insurance through us, then you can register your claim by ringing 0345 672 2795. When you call, the claims handler will verify your details and ask for details of your claim. The more details you can provide during the first call, the quicker the claims process will be.

You may be asked for receipts for your contents especially for valuable items, receipts will speed up the process of settling the claim.


Step 2. Putting things right

Contents claim

If you are claiming for accidental damage, the claims handler will decide if the item could be a possible repair. They may allocate a supplier to inspect the item to help make this decision.

If the item cannot be repaired the claims handler will value your replacement on a like for like, new for old basis. There will be no deductions based on wear or tear. A supplier may also be allocated to value and replace the item.

You’ll be given the option of a replacement or a cash settlement. You might also be asked for receipts and photos of the accident before settling. If a cash payment is made the amount may reflect any discounts which might have been received had the item been replaced.

Buildings claim

If you’re claiming for damage to your buildings, or for any large loss such as a flood, escape of water (for example a burst pipe), fire or subsidence, our claims team may send a personal claim specialist to your home to survey the damage caused and to assist with the management of your claim . Our dedicated claims team will then contact the correct tradesperson and suppliers to repair the damage and manage the process for you.


Step 3. Settling your claim

If you take a cash settlement, this will be paid directly into your account where we take your direct debit from or we can issue a cheque. If your items are being replaced, the claim will be closed once you have received them. If a personal claims specialist has been appointed, your claim will be closed once you accept a cash settlement paid directly into your account, or all works are complete and replacement items provided. If any excess is due this will be requested before settlement of your claim. A number of well-known retailers around the UK are used so you could receive a gift card with the settlement amount applied. Please ensure you have a valuation of 3 years or less for any valuables/jewellery over £5,000.

Home Emergency claims

If you have selected the Home Emergency option and require assistance, they can be contacted 24hrs/7 days – 365 days of the year.

Call 0345 0727149 and choose the Home Emergency option.

  •  If you have selected the Home Emergency option, our trained advisers will provide immediate advice on how to minimise the impact of the emergency. They provide specialist approved tradesmen, 24 hours a day, 7 days a week. All work carried out is fully guaranteed.
  •  Home Emergency assistance gives you £500 of cover and this usually assists in the following:
  •  Failure of the electricity supply
  •  Repairs to the plumbing or drainage system
  •  Removal of vermin
  •  Securing a property when windows and/or doors have been damaged
  •  It also helps with the cost of accommodation if you're unable to live in your home.

Important Information

As an intermediary, we act on behalf of RSA in arranging your insurance. Your insurance will be underwritten and administered by RSA (Royal and Sun Alliance plc (No 92792). Registered in England and Wales at St. Mark’s Court, Chart Way, Horsham, West Sussex, RH12 1XL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

We do not ask you to pay a fee but we receive a commission from RSA which is a percentage of the total annual premium paid by you each year. We may also receive a share of the profit from the policies which we sell, if RSA calculates that a profit has been made.