What to do if you need to make a claim

In the event of an emergency, an insured person should contact our dedicated emergency assistance helpline straightaway on 0800 999 4205.

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

Please have ready 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 home 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 an insured person 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 to an insured person 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 the insured person 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 48 hours of the start date if this insurance is taken out separately to another insurance policy (such as your home insurance).

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