Urgent claims
If you need to make an urgent claim, we’re here to help. Here, we set out what to do next and how to get the right support quickly.
Is it an urgent claim?
Some claims need immediate attention, particularly when delay could make the situation worse or leave your property at risk.
If you’re unsure whether your situation is urgent, it’s always best to get in touch so we can guide you.
Situations that are typically considered urgent include:
- Significant water damage or flooding
- Fire damage
- Serious storm damage
- Theft or malicious damage
- Any situation where your property is unsafe or unsecured
What to do if you need to make an urgent claim
If your situation is urgent, the first step is to contact us as soon as you can.
During office hours, you can call your personal point of contact or speak directly to our claims team on 01285 885885, who will guide you on what to do next based on your policy and the situation.
If urgent assistance is needed outside normal business hours, please contact your insurer directly using the emergency number in your policy documents.
Safety first
Your safety always comes first. If immediate action is needed to make your property safe or prevent further damage, you should take reasonable steps to do so, such as contacting emergency services or a qualified tradesperson where appropriate.
Keep records
If possible, keep a record of what’s happened. Photographs of any damage and copies of receipts for emergency work can be helpful when your claim is reviewed.
This must be on headed paper and include a clear breakdown of charges such as materials, labour and VAT.
It can also be useful to start a record of damaged items, we have a helpful form you can use for this.
Home emergency
Urgent situations such as failed heating, burst pipes or security risks may be covered by Home Emergency cover. This isn’t included in every policy and you can find out more on our Home Emergency Cover page.
Not sure what support you need?
Some situations are covered under home emergency support, while others fall under your main insurance policy.
If you’re unsure which applies, you can contact your usual point of contact or speak to our claims team.
We’ll make sure you’re put in touch with the right person.
