Our team is committed to making the claims process as stress free as possible, knowing that claim time is often a difficult time for customers.
Our claims process is designed to deliver reliable, fair and customer-focussed claims management, consistent with the Fair Insurance Code.
Central to this, is clear, transparent and regular communication to ensure you feel supported and well-informed throughout your claim.
Contact your broker who will guide you through the process. You can also reach out to our claim teams directly or call us on 0800 723 252. It's important to make contact as soon as possible after the event and have as much information as you can.
Once we have received your claim, our team will assess whether you need immediate assistance or fast tracking of your claim is required. Some examples of scenarios that may require fast tracking are:
- you need urgent financial or wellbeing support
- you are in an unsafe or vulnerable situation
- you are unable to safely secure your premises or vehicle to prevent further damage or loss.
Once we have all the information we need, we will advise you of the claim decision within 10 working days. If we can’t provide you with a decision within this timeframe, we will let you know.
For complex claims and claims that require further information, we’ll keep you updated on the progress and timings throughout your claim.
Setting high standards
We take pride in the outstanding claims service we deliver to our customers and brokers. But we’re always looking for ways to improve, so we don’t just meet your expectations, but exceed them. If for any reason you don’t think we have got things right, please reach out to us. Read more about our complaint handling process.