The Three-Step Claims Process
Step 1 - Prevent further damage
Regardless of your policy cover and the type of incident, the first thing you must do is to ensure that there is no further damage or loss. For example:
You have a burst pipe in one of the walls. To ensure any resulting damage is not deteriorating, your first step would be to contact a plumber to repair the leak.
You have a break in at home. You must contact the police and then secure your property.
You must ensure that all receipts are kept and where possible, photographs taken of any damage which will be considered as part of the claim. In Many situations our loss adjustors will assist you with this
If you are finding difficulty in contacting a local contractor to complete emergency repairs then please call us on 0800 542 245 and one of our friendly staff will be pleased to assist you.
Step 2 - Contact us
If you wish to make a claim on your policy you can call us Monday to Friday 9am to 5pm on 0800 542 245. The insurance company where your policy is placed will also have after hours claims services, please check your policy schedule or policy document for contact details.
You will have a dedicated claims handler who will deal with the claim from start to finish. However all of our team are able to access your claim and will be happy to help with any queries you may have. In most instances there will be no forms to complete.
When registering the claim we will discuss what has happened. We will then be able to advise policy cover and offer guidance regarding the processing of your claim. We will give you a personal claim reference number and confirm our correspondence details can be by e-mail, fax or post.
To ensure that this process is as effective as possible and provide the best possible service please have as much detail regarding the incident and your policy number ready. If you are unable to deal with the claim, you can nominate someone else to act on your behalf such as a family member by giving your authority either by telephone or in writing.
Please be aware that the claims departments business hours are 9am -5pm Monday to Friday. There are after hours claims services but in most cases all queries after 5pm Monday to Thursday will be handled the following morning, or on Friday will be answered the following Monday from 9am.
Step 3 - Review and Decision
Each claim is dealt with on its own merit. It will be reviewed and a decision made based on the documents and information provided in conjunction with your policy cover. Our claims handlers have a high level of technical ability in assessing your claim and so in the majority of cases the claim can be processed fairly quickly and you can go back to doing what you do best with peace of mind that all is in order.
Throughout your claim you will be kept up to date with all aspects of the review, decision and settlement.