Making a claim on your home insurance

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, please note this is not a Nationwide advisor. They will 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 mutually convenient time
• evidence of value must be provided if a claim is made
• you will be required to inform the Police if any property is lost or theft or malicious damage has occurred
• Nationwide may handle any claim that you make. When we do we will only be acting on behalf of the insurer.