What you can expect from us if you ever need to make a claim.

Making a claim on either your car or home insurance can become very stressful. We'll always do our best to make our claims process as stress free as it can be and resolve your claim as quickly as possible. 

Below we've listed some important information about our commitment to you and your claim, if you ever need to make one.

We'll always do our best for you:

  • If you need to call us, we’ll aim to answer your call within 20 seconds.
  • Your claim will be handled in the UK, by our highly trained team.
  • All claims staff go through our award winning training scheme. This lets us give you an even better claims experience.
  • Once you've made a new claim, we’ll get back to you with an action plan within 24 hours.
  • We keep you updated. If you ask us about an ongoing claim, we’ll respond within three working days.
  • We’ve got in-house motor engineers and claims investigators.
  • You’ll be contacted within one working day after we tell one of our loss adjusters to help.
  • We'll tell you about the loss adjuster's findings within three working days of getting their report.
  • Once we agree a settlement, we’ll pay it to you within three working days.

Car claims:

  • 24/7 specialist motor team – if the worst happens, we’re there to help, anytime.
  • We use our Approved Repairer Network and fully qualified in-house engineers.
  • One of our approved repairers will be in touch within one working hour of us telling them to.
  • With our approved repairers, any work done to your car is guaranteed for five years.
  • We’ve got a dedicated team to manage cars that have been written off.

Home claims:

  • Our specialist household claims team are there to help you.
  • If we use a loss adjuster for your claim, they'll be in touch within 2 working hours.
  • Once we've finalised the details of your claim, we'll replace any electrical items by the end of the next working day.
  • Any repairs our approved suppliers make to your home are guaranteed for ten years.
  • We'll replace your tablets and phones within one working day. 
  • If your home is affected by a large loss, something that means you can't live there - like a flood, we'll be there to help. We'll make sure your pets are housed and we'll give you £500 to help with your immediate emergency costs. 

Get in touch

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We’re here 8am–6pm Monday to Friday and 9am–1pm on Saturdays

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Frequently asked questions

Top claims FAQs

Fantastic speedy service. Covered all the information and will recommend to others in future. - Feefo, 13th May 2015

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