During periods of extreme weather our call centres receive more calls than usual. We’ll do all we can to progress your claim quickly, but there may be increased waiting times before we can deal with your query. You can always get hold of us in an emergency - our UK call centres are open day and night, 365 days a year.

We need to check which type of policy you have so that we can help you as quickly as possible. 

Not sure when you took out your policy? Choose either option, and we'll get you to the right place

Policies started on or before 3 December 2017 (policy numbers starting with R)

To start your claim, give us a call, and have your policy number to hand. Outside of office hours an emergency helpline consultant will take the details of your claim. 

For emergency roof repairs you can also call our 24 hour Home Emergency Helpline on 0800 464 3025. We can put you in touch with a skilled and reliable tradesman. If you've added Home Emergency Cover to your policy these costs may be covered. Home Emergency Cover is provided by DAS Legal Expenses Insurance Company Limited.

  • We're open 8am to 8pm Monday to Friday, 9am to 5pm Saturday, closed on Sunday

Policies started on or after 4 December 2017 (policy numbers starting with NBS)

To start your claim, give us a call, and have your policy number to hand.
You can always get hold of us in an emergency. 

We use a company called CET to provide Home Emergency Cover, so we’re able to help if:

  • your home is unsafe or insecure
  • your home or contents are being damaged
  • you’ve lost your main source of heating, lighting or water.

If you’ve added Home Emergency Cover to your policy, you’re covered for repairs up to £500. If you haven’t, we can still help you get the advice and support you need, but you’ll need to pay for any repairs.

  • 24 hours a day, 7 days a week

If your property has been flooded

If your property has been flooded, please contact us as soon as possible to start your claim.

  • If you need to move to alternative accommodation because your property is flooded, the cost is normally covered under your insurance policy
  • Where possible, take photographs of the damage to your building and contents (or film it); this may help with the settlement of your claim
  • Don't throw away possessions as items may need to be assessed

Stay safe. Don't use electrical equipment or the gas supply until it has been checked by a qualified tradesman

If your property has been damaged by a storm

If your property is damaged by a storm please get in touch with us as soon as possible. Your insurance will usually pay for all emergency repairs that need to be carried out to stop the damage getting worse.

Our Home Emergency team can put you in touch with a skilled and reliable tradesman although this is weather condition permitting. If you have added Home Emergency Cover to your policy these costs may be covered.

  • Take photographs of all parts of the home damaged as a result of storms. It may help with the settlement of claims
  • If it's safe, use a plastic sheet or tarpaulin to temporarily repair storm-damaged roofs

If your property is at risk of flooding

  • Establish an evacuation plan for your family. This will reduce the risk of injury to your loved ones and give you more time to save items of sentimental and material value
  • If it is safe to do so, check any drains and gutters are clear of debris so rainfall can drain from your property
  • Place valuable and electrical items in high cupboards or take them upstairs to reduce the impact of any flood damage
  • Ensure outdoor furniture and other items likely to float away are safely restrained to reduce the risk of these items causing secondary damage or being lost
  • If it's safe to use electrical equipment, keep up-to-date with the latest weather and flood warnings
  • Store important documents, including insurance policy details and useful contact numbers, in a watertight bag in a dry accessible place
  • Buy and fit airbrick covers and flood boards to block doorways

Make a list of useful numbers – your insurer, your local council, the emergency services and Floodline: 0345 988 1188

Preparing for a storm

  • Shut and lock all windows and doors
  • Remove any debris or loose items from outside your home while it's safe to do so
  • If possible, put your car in a garage or avoid parking near trees and other objects that could become unstable
  • Check where your family and any pets will be during the expected storm
  • Be prepared for power cuts by having a torch and blanket to hand

Need more information before you claim?