Making a claim on your home insurance

The following guidelines for claims are only applicable to policies taken out with Nationwide Building Society. If your policy was taken out with Portman Building Society please follow the claims guidelines in your policy booklet.

As part of your policy, a range of services are available for you to use at any time, 24 hours a day, 365 days a year. Calls are charged at the local rate.

In all cases if you have your policy number to hand it will speed things up.

Claims Advice Helpline 08458 50 40 12
Use this service to report a new claim or get help with an existing claim, other than Legal Assistance and Home Emergency claims.
How making a claim works.

Home Emergency Helpline 08458 50 40 13
Use this for urgent assistance with emergencies in your home such as a burst pipe or damage to your roof.

If you have chosen to include the Home Emergency section of the policy and you call the helpline to notify us of the emergency, you may have cover for the costs involved. If not, you will be responsible for paying the tradesman for any work carried out.

Legal Assistance Helpline 08458 50 40 14
Use this service for confidential legal advice over the phone on any personal legal problem.

You can also use this service to discuss a potential Legal Assistance claim, if you have purchased cover under this section of the policy.

Other Helplines 08458 50 40 15
This helpline is available to provide you with confidential personal counselling, tax advice and health and medical information

How making a claim works

• call the claims helpline on 08458 50 40 12
• based on the details you provide, during office hours a claims adviser will inform you whether you are covered. Otherwise, outside of office hours, an emergency help line adviser will take the details of your claim, put you in touch with an emergency contractor if necessary and pass on the full details to our registration team who will contact you at the earliest opportunity
• you will be advised of any policy excesses that you are required to pay
• we will then agree a way forward with you
• we may appoint one of our authorised tradesmen to complete repairs or an approved supplier to replace goods. Alternatively you may be able to use a local workman subject to our agreement
• on some occasions a full assessment of your claim may be necessary, in which case we will appoint a loss advisor to complete an assessment, at a time convenient to you
• evidence of value must be provided if a claim is made
• Nationwide may handle any claim that you make. When we do we will only be acting on behalf of the insurer

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