Making a claim

The whole point of taking out insurance is to know that should the worst happen, you can make a claim with ease, and your situation will be resolved as quickly as possible.


With Home Emergency Assist, that's exactly the experience we aim to give you.


Important: if you smell gas, immediately call the National Gas Emergency Helpline on 0800 111 999 (for England, Wales and Scotland) or 0800 002 001 for Northern Ireland) to report a suspected gas leak, and follow these guidelines to keep you and your family safe.

Table of contents

To make a Home Emergency claim
1. Existing customers: If your policy renews before 1st October 2022
2. New customers: if you have bought a new policy on or after the 5th September 2022
3. Existing customers: if your policy renews on or after the 1st October 2022
To make an Appliance claim

To make a Home Emergency claim


Claims relating to Home Emergency, Plumbing & Drainage, and Boiler & Central Heating cover.

1. Existing customers: If your policy renews before 1st October 2022

Online claim submission 24/7

(Online claims will be processed Monday – Sunday, 6am – 11pm)

Call: 0330 0948 650

Phone lines open: 24 hours a day, 365 days a year

2. New customers: if you have bought a new policy on or after the 5th September 2022

Online claim submission 24/7

Call: 03330 034 999 (option 1)


Phone lines open: 24 hours a day, 365 days a year

3. Existing customers: if your policy renews on or after the 1st October 2022

Online claim submission 24/7

Call: 03330 034 999 (option 1)

Phone lines open: 24 hours a day, 365 days a year


To make an Appliance claim


Claims related to home appliance cover.

Online claim submission 24/7

(Online claims will be processed Monday – Friday, 9am – 5pm)

Call: 0330 124 4531

Monday – Friday, 9am – 5pm

(Closed bank holidays)

Please note, claims must be reported within 48 hours of the emergency occurring. Claims reported after this will not be accepted.