What to do if you need to make a claim

IMPORTANT: In taking out this insurance, you agree to allow the tenant to report a claim directly to us.

In the event of an emergency, you or the tenant should contact our dedicated emergency assistance helpline straightaway on 0800 999 4205.

Please note that in any event, the emergency must be reported to us within 48 hours from the time you or the tenant first became aware of the emergency. Failure to do so will result in a claim being declined, unless you or the tenant can demonstrate to us that significant circumstances prevented that emergency from being notified within the required period.

This helpline is open 24 hours a day, 365 days a year and all calls are recorded for training purposes.

Please have ready, where known, your policy number or the name of the organisation who sold you this insurance.

Please note the following important information:

a) Be ready to provide the full address and postcode of your property and supply as much information as possible about what has happened which will help us to give the best possible advice and decide on the most appropriate form of assistance. If we agree that the emergency requires the attendance of a contractor to carry out emergency repairs, we will always appoint an authorised repairer.

b) Under no circumstances should you or the tenant instruct a contractor or incur any emergency assistance costs before we have agreed to help as the insurer will not pay any costs incurred without our agreement.

c) The authorised repairer will always aim to carry out emergency repairs within the timescales given, but this may not be always be possible and weather or traffic conditions or excessive demand could adversely affect these timescales. We will always let you or the tenant know of any delays as soon as possible.

d) The authorised repairer will attempt to carry out a temporary repair and it is then your responsibility to carry out any subsequent permanent repair. Where a permanent repair is no more costly than a temporary repair, the authorised repairer will attempt a permanent repair but this will always depend on the circumstances and type of emergency.

e) If the cost of emergency repairs are likely to exceed the maximum amount the insurer will pay for each emergency (see Meaning of words and terms – emergency assistance costs), the authorised repairer can continue to provide emergency repairs, subject to your agreement, but you will be responsible for any additional costs.

f) We will not provide cover for an emergency if it happens or was known about before the start date of this insurance or within 14 days of the start date if this insurance is taken out separately to another insurance policy (such as your landlord insurance).

g) If we are unable to cover a claim then, subject to the extent of work required, we may still be able to arrange for an authorised repairer to visit your property but this will be under a separate agreement between you and the authorised repairer and all costs will be your responsibility.