Please have your policy number available and call 0845 835 1054 to register your claim.
The lines are open 8am-8pm Monday to Friday and 9am-5pm on Saturdays. Otherwise, outside of office hours, an emergency help line consultant will take the details of your claim.
Before you call you may wish to read the useful claims information on this page.
If you have purchased your policy since the 11th June 2012 and cannot find the answers to your query or are looking for more information about the limits, exclusions and cancellation rights, please read the policy documents below:
If you have purchased or renewed a policy bought prior to the 11 June 2012, please refer to your policy document.
Check whether you are covered:
Before making a claim, check the cover that you have taken with Nationwide. Your policy schedule will show whether you have chosen Buildings cover, Contents cover or both.
Buildings insurance covers the fabric of your home such as its walls, floors, doors and roof. It also covers fixtures and fittings such as fitted kitchens and bathroom suites. Your buildings insurance policy will help you repair or rebuild your home following any insured damage.
Contents insurance covers your household items that are not part of the building. This includes you furniture and furnishings, other household goods and your personal belongings such as clothes and jewellery. There are some items that are excluded, for example motor vehicles and accessories, so check your policy document to be sure. Your contents insurance policy will help you replace or repair your lost or damaged belongings following any insured incident.
If you have only taken out buildings cover and your claim relates to contents you should redirect your claim to your contents insurer. Similarly, if you have only taken out contents cover and your claim relates to buildings you should redirect your claim to your buildings insurer.
Your excess is shown on your policy documents. This is the part of any claim that you have to pay. For example, you may have to pay the first £100 and then the insurer will pay the remaining amount up to the limit of your cover.
Your Contents Insurance schedule will confirm whether you have chosen this cover and what limit (s) apply.
"Personal Possessions" covers the personal items that you normally carry with you away from home, for example clothing, jewellery, pedal cycles, camera equipment and mobile phones. Cover is for loss or damage happening while temporarily outside the British Isles for up to 60 days in any one period of insurance and while in your custody and control.
Exclusions apply which can be found in your policy booklet.
Yes - your contents insurance policy gives "New for Old" cover. This means that if repair is not possible all items will be replaced with the new equivalent. For example, if you have damaged a 5-year-old television, we will replace it with the latest available equivalent model.
No deduction for "wear and tear" will be made.
Check your policy schedule and booklet to confirm whether this cover applies.
Separate from our Buildings and Contents Home Insurance products, Home Emergency Cover provides 24 hour assistance if a home emergency occurs and you need a tradesman to make your home safe, secure and prevent further damage. This cover will help with problems such as:
Cover is up to £500 (incl. VAT) in total for:
What is not covered?
To contact the 24-hour Home Emergency Helpline call: 08458 50 40 13
For more information about what's covered please read the full policy document and the policy summary document.
You are insured for "Accidental Damage" to your Buildings and/or Contents if you have bought our Home Insurance or if you have chosen to take this additional cover with our Home Essentials. Your policy schedule will show if you are covered for Accidental Damage.
"Accidental Damage" means something that has happened suddenly and unexpectedly causing damage to your home or its contents. If you experience this type of damage, let us know as soon as possible.
For spillages, particularly of paint, mop up the liquid but don't try and clean any staining. Using the wrong equipment or technique may cause more or worse damage. We have access to specialist contractors who may be able to clean up as part of your claim.
Things that generally aren't covered:
What to do in the event of:
Finding that somebody has broken into in your home is a devastating experience.
A fire can have a traumatic effect on you and your home. Your Buildings and Contents insurance can help reduce the stress after the event during any rebuilding of your home and the repair or replacement of its damaged contents.
Points to remember:
Flooding can have a serious effect on both your buildings and contents. As well as causing damage, it can also result in significant risk to health. Bearing that in mind, here are some points to consider:
Before entering a flood-damaged building:
Once you enter a flood-damaged building:
What to do when you have a frozen pipe emergency (if pipe is frozen but not burst).
A frozen pipe needs urgent attention as this may burst when it thaws. The following steps should be taken as soon as you discover a frozen pipe:
1. Turn off the water supply.
Turn off the main stop tap. You should find this under the kitchen sink or where the service pipe enters your home.
Turn off the stopcock in your cold water tank if you have one, it's usually found in the attic or loft.
2. Beat the burst.
Protect or remove everything near the frozen pipe to avoid damage should the pipe burst.
3. Thawing out.
Open the tap nearest the frozen pipe to allow water to flow once the pipe is thawed.
Thaw the pipe gently with a hot water bottle or hair dryer (taking care to keep any electrical cables protected from any possible water leak as the pipe thaws). Begin from the tap end of the blockage and work back towards the supply. Never use a heat gun or blow torch.
What to do when you have a burst pipe emergency.
A burst pipe can cause serious damage to your home's structure and electrical wiring. The following steps describe what you should do as soon as you discover a burst pipe.
Act immediately – the sooner you can stop the water, this will reduce the risk of further extensive damage.
Turn off the main stop tap – turn it fully clockwise
You should find this under the kitchen sink or where the service pipe enters your home.
Drain the system - turn on all your cold taps.
If water has been leaking through for some time and the ceilings are bulging - be careful, rooms may not be safe to enter. If safe, carefully punch a hole to let the water escape, and catch the water in buckets placed underneath. Again be careful in case the ceiling collapses. If in doubt do not touch the ceiling.
2. Turn off water heating systems.
Switch off the central heating, immersion heater and any other water heating systems.
If the central heating uses solid fuel, let this die out.
Once water heating has shut down, turn on the hot taps to help drain the system.
3. Turn off the electrics.
If water leaks near electrical wiring or appliances, switch off the whole system at the fuse box and seek advice from an electrician. Do not touch the fuse box if it is wet.
4. Call a professional to repair the damage.
Electrical wiring damaged by water can be very dangerous - you will need to call in a professional if this happens.
Contact a reliable plumber to repair the burst or frozen pipe(s).
A burst pipe can lead to extensive damage to your home and its contents. The pipe itself can prove difficult to locate and fix, resulting in additional damage just to trace the leak. Preventing pipes freezing can avoid all of the disruption and inconvenience caused by a leak, so try following these tips:
Claims Advice Helpline 0845 835 1054Use this service to report a new claim or get help with an existing claim, other than Legal Assistance and Home Emergency claims.
Home Emergency Helpline 08458 50 40 13Use 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 14Use 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 Helpline 08458 50 40 15This helpline is available to provide you with confidential personal counselling, tax advice and health and medical information.
We will ask you to confirm:
You may not know the answers to all these questions straight away, but don't worry, these can be answered later.
To help deal with your query as quickly as possible please ensure the following information is provided with any of your correspondence:
It is helpful if you keep receipts, guarantees, instruction manuals, valuations or photographs for your most valuable items in a safe place as these may help to support your claim. By valuable items, we mean jewellery, watches, paintings, collectors' items and any items/sets of gold or silver.
You may be asked to provide estimates or invoices for claims involving repair or replacement of items.
If the claim involves a building repair, normally two estimates are requested for comparison purposes.
If the incident involves theft or criminal damage, or if any property has been lost outside of the home, you should inform the police immediately and make a note of the police incident number.
We have national panels of approved specialists and suppliers who we may appoint to inspect damage and repair or replace goods on your insurer's behalf. Full details of the specialist or supplier and the next steps will be discussed with you when you call.
Other Helpline 08458 50 40 15 This helpline is available to provide you with confidential personal counselling, tax advice and health and medical information.
Nationwide buildings and contents insurance is underwritten and administered by U K Insurance Limited. Home Emergency and Legal Assistance are underwritten by DAS Legal Expenses Insurance Company Limited.