Make a claim
If something has happened, tell us as soon as you can. We are your broker, so we help you report it to your insurer and stay in touch while they look at it.
Your claim stays with our own team
Our claims handlers are employed by us and work in-house, alongside the brokers who arranged your cover. When you call, you speak to someone who can see your policy and deals with the insurer for you.
Get in touch about a claim
Whichever way suits you. Have your policy number to hand if you can, but do not wait for it.
Phone us
Talk it through with a broker, who will take the details and tell you what happens next.
Lines are open Monday to Friday, 9:00am to 5:00pm.
Message us
Write down what happened and send it with any photographs, and a broker will pick it up.
What to do first
Before anything else, and before you have spoken to anyone.
- Make sure everyone is safe. If anyone is hurt or in danger, call the emergency services first.
- If it is safe to do so, take sensible steps to stop things getting worse, such as turning off the water at the mains.
- If something has been stolen or deliberately damaged, report it to the police and note the crime reference number.
- Take photographs, and keep anything damaged along with receipts and any other records, until your insurer says otherwise.
- Before you agree anything with anyone else involved, or arrange permanent repairs, speak to us.
What happens after you get in touch
Every claim is different, but this is the usual shape of one.
You tell us what has happened
By phone or by message. We take the details and look at them alongside your policy.
We report it to your insurer
We pass on what you have told us and send the insurer anything they ask for.
Your insurer looks at the claim
They may have questions, ask for evidence, or arrange for someone to see the damage.
We stay in touch
With you and with the insurer, and we follow things up on your behalf when they go quiet.
Your insurer makes its decision
We explain what it means for you and help with whatever comes next.
Questions about claims
Who decides my claim, you or the insurer?
Your insurer. We are your broker, which means we act for you: we report the claim, pass on what the insurer needs and help you through it. The decision on the claim, and any payment, is the insurer's under the terms of your policy.
Should I contact you or my insurer?
You can contact us and we will report it to your insurer for you. Some policies also include a direct claims or emergency line. If yours does, the number is in your policy documents, and you can use it and let us know.
What should I have ready?
Your name, and your policy number if you have it. What happened, when and where. Photographs, receipts or other records, a crime reference number if there is one, and the contact details of anyone else involved. If you do not have everything yet, get in touch anyway.
Can I arrange repairs straight away?
Anything needed to make things safe or to stop further damage should not wait. For anything beyond that, speak to us before you arrange permanent repairs, because your insurer may want to see the damage first. Keep the receipts for any work you do.
What if I am unhappy with how my claim is being handled?
Tell us, and we will take it up with the insurer on your behalf. You can also read our complaints procedure.
What if it happens outside office hours?
We also provide a 24/7 out-of-hours answering service, so call us on 01753 882222 whenever it happens.
Speak to a broker today
Please feel free to contact our friendly, professional specialists by telephone or fill in the below form to receive a quote or callback.