Tell us about your type of claim
I am the policyholder or joint policyholder
What to do if you're not the policyholder
We'll need to speak to the Policyholder to make sure they're happy for you to handle the claim for them, so they will need to be present when we speak to you.
Give us a call
Mon to Fri: 8:00-18:00
Saturday: 09:00-16:00
Sunday: Closed
Bank Holidays, Christmas and New Year's opening hours
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
New Claim
Existing Claim
We have five options for you to choose from:
We have four options for you to help with your existing claim
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Manage your claim in MyAccount
You can also view and update existing claim information in MyAccount.
Log in to MyAccount -
Connect via Messaging
Message one of our claims experts.
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Suppliers are dealing with my claim
If you have been told a supplier is dealing with your claim, please contact them for an update. You should have received their contact information when registering your claim.
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Give us a call
Mon to Fri: 8:00-18:00
Saturday: 09:00-16:00
Sunday: ClosedBank Holidays, Christmas and New Year's opening hours
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
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Accidental Damage
Good to know
Accidental Damage cover isn't included as standard on all policies, so please check if you have cover before trying to make a claim.
Please check the following before submitting your claim:
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What we don't cover
Find out which scenarios you're not covered for.
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Your excess
You must pay an excess for most Home insurance claims. You'll find out more about excesses in this section.
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Evidence and documentation
Discover the types of evidence and documentation we may need for our claims experts to process your claim more efficiently.
Start your claim in MyAccount
The quickest way to manage your claim is through MyAccount. You can check the details of your cover, including your excess and any optional extras on your policy, before deciding whether to make a claim.
Log in to my accountHowever if you need to speak to somebody, please call us.
Give us a call
Mon to Fri: 8:00-18:00
Saturday: 09:00-16:00
Sunday: Closed
Bank Holidays, Christmas and New Year's opening hours
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
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What we don't cover
You're not covered for accidental damage caused by the following:
- wear and tear - any damage caused by gradual, everyday use. For example, worn carpets, rot, or mildew.
- mechanical or electrical breakdown - for example, your fridge or TV have stopped working but there's no physical damage.
- pets - damage caused by your pet chewing, scratching, tearing, fouling or vomiting.
Find more information about these and other exclusions in your policy book.
Buildings Accidental Damage Cover
Buildings Accidental Damage
Accidental Damage cover is available with our Buildings Insurance policy. Depending on the level of cover you choose Accidental Damage may automatically be included as part of the policy. The tables below show further information.
Admiral |
Admiral Gold |
Admiral
|
|
|---|---|---|---|
Glass And Sanitary Ware Accidental Damage |
|||
Full Buildings Accidental Damage |
Available | Available |
What does Buildings Accidental Damage cover include?
This covers damage to the building, fixtures and fittings such as:
- if a ball was kicked and accidentally smashed a window
- if you were doing DIY to the property and you accidentally hit a pipe
- accidental damage to locks, such as if your key snapped in the lock
- accidentally burning the kitchen surface with a hot pan
Contents Accidental Damage
Contents Accidental Damage
Accidental Damage is also available with our Contents Insurance policy to cover the contents in your home and garden.
Admiral |
Admiral Gold |
Admiral
|
|
|---|---|---|---|
Audiovisual Accidental Damage |
|||
Accidental Breakage Of Mirrors Or Glass |
|||
Full Contents Accidental Damage |
Available | Available |
What does contents Accidental Damage cover include?
This covers loss or damage of your contents such as:
- if you accidentally knocked the TV off its stand
- accidentally dropped or spilt something on a laptop
- accidentally breaking an item of jewellery
- accidentally left straighteners on and burnt the carpet or furniture
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Your excess
Unsure of your excess?
Standard Home
Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).
Please check your Policy Schedule in My Account to confirm your excess.
Buildings Compulsory Excess
| Excess Type | Amount |
|---|---|
| Accidental Damage | £50 / £100 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Contents Compulsory Excess
| Excess Type | Amount |
|---|---|
| Accidental Damage | £50 / £100 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Claims for buildings and contents
If you are claiming for both buildings and contents, you will only pay one excess for the claim.
This will be calculated using the largest excess value from the buildings or contents sections above.
Holiday & Second Homes
Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).
Buildings Compulsory Excess
| Excess Type | Amount |
|---|---|
| Accidental Damage | £500 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Contents Compulsory Excess
| Excess Type | Amount |
|---|---|
| Accidental Damage | £500 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Claims for buildings and contents
If you are claiming for both buildings and contents, you will only pay one excess for the claim.
This will be calculated using the largest excess value from the buildings or contents sections above.
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Evidence and documentation
To process your claim, we need supporting documentation which may include:
- pictures showing damage - make sure you include all items in the claim.
- proof of purchase/ownership - receipts showing the price you paid for each item, or proof of ownership, such as bank statements, or a photo of you with the item(s).
Please have these ready before starting your claim. You can upload pictures and documents via the Existing Claims section on MyAccount.
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Escape of Water
Good to know
Escape of water or leaking water is when water leaks out from pipes or appliances in the home, causing damage to your property. These include radiator pipes, central heating systems, washing machines and dishwashers.
Do you have Home Emergency cover?
If you have Home Emergency or Home Emergency Extra cover, please make your claim on our supplier's portal.
Home Emergency cover includes temporary repairs to emergencies that result in total failure. Claims must be reported within 48 hours of discovery.
Log in to My AccountAlternatively, call our 24-hour emergency helpline:
0345 609 4375
Bank Holidays, Christmas and New Year's opening hours
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
If you're unsure if you have Home Emergency or Home Emergency Extra cover, check your policy schedule on MyAccount or in your postal documents if you requested them.
Please check the following before submitting your claim:
-
What we don't cover
Find out which scenarios you're not covered for.
-
Your excess
You must pay an excess for most Home insurance claims. You'll find out more about excesses in this section.
-
Evidence and documentation
Discover the types of evidence and documentation we may need for our claims experts to process your claim more efficiently.
Start your claim in MyAccount
The quickest way to manage your claim is through MyAccount. You can check the details of your cover, including your excess and any optional extras on your policy, before deciding whether to make a claim.
Log in to my accountHowever if you need to speak to somebody, please call us.
Give us a call
Mon to Fri: 8:00-18:00
Saturday: 09:00-16:00
Sunday: Closed
Bank Holidays, Christmas and New Year's opening hours
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
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What we don't cover
Good to know
Trace and Access cover is included with your policy. It covers the cost of removing and replacing parts of the building when trying to locate a water or oil leak. It doesn't include repairing the source of the leak.
You're not covered for:
- wear and tear - any damage caused by gradual, everyday use. For example, failure of grout or sealant around your bath, sink or shower unit.
- damage to your home if it has been left unoccupied for more than 60 days unless agreed beforehand.
- fixing the leak itself, unless caused by frozen pipes bursting.
Find more information about these and other exclusions in your policy booklet.
Back
Your excess
Standard Home
Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).
Please check your Policy Schedule in My Account to confirm your excess.
Buildings Compulsory Excess
| Excess Type | Amount |
|---|---|
| Flood | £250 |
| Escape of Water | £350 / £500 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Contents Compulsory Excess
| Excess Type | Amount |
|---|---|
| Flood | £250 |
| Escape of Water | £350 / £500 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Claims for buildings and contents
If you are claiming for both buildings and contents, you will only pay one excess for the claim.
This will be calculated using the largest excess value from the buildings or contents sections above.
Holiday & Second Homes
Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).
Buildings Compulsory Excess
| Excess Type | Amount |
|---|---|
| Flood | £500 |
| Escape of Water | £500 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Contents Compulsory Excess
| Excess Type | Amount |
|---|---|
| Storm | £500 |
| Escape of Water | £500 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Claims for buildings and contents
If you are claiming for both buildings and contents, you will only pay one excess for the claim.
This will be calculated using the largest excess value from the buildings or contents sections above.
Back
Evidence and documentation
To process your claim, we need supporting documentation which may include:
- pictures showing damage - to make sure we offer the repair needed.
- proof of purchase/ownership - receipts showing the price you paid for each item, or proof of ownership, such as bank statements, or a photo of you with the item(s).
Please have these ready before starting your claim. You can upload pictures and documents via the Existing Claims section on MyAccount.
Back
Storm Damage
Good to know
Sometimes damage happens to your home following bad weather. However, your home isn't covered for damage caused by all weather. A well-maintained home should withstand usual weather conditions.
Do you have Home Emergency cover?
If you have Home Emergency or Home Emergency Extra cover, please make your claim on our supplier's portal.
Home Emergency cover includes temporary repairs to emergencies that result in total failure. Claims must be reported within 48 hours of discovery.
Log in to My AccountAlternatively, call our 24-hour emergency helpline:
0345 609 4375
Bank Holidays, Christmas and New Year's opening hours
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
If you're unsure if you have Home Emergency or Home Emergency Extra cover, check your policy schedule on MyAccount or in your postal documents if you requested them.
Please check the following before submitting your claim:
-
What we don't cover
Find out which scenarios you're not covered for.
-
Your excess
You must pay an excess for most Home insurance claims. You'll find out more about excesses in this section.
-
Evidence and documentation
Discover the types of evidence and documentation we may need for our claims experts to process your claim more efficiently.
Start your claim in MyAccount
The quickest way to manage your claim is through MyAccount. You can check the details of your cover, including your excess and any optional extras on your policy, before deciding whether to make a claim.
Log in to my accountHowever if you need to speak to somebody, please call us.
Give us a call
Mon to Fri: 8:00-18:00
Saturday: 09:00-16:00
Sunday: Closed
Bank Holidays, Christmas and New Year's opening hours
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Back
What we don't cover
You're not covered for damage caused in the following circumstances:
- any damage to gates, fences or hedges following a storm.
- any damage caused by gradual wear and tear or a lack of maintenance. For example, a rotten facia, or a roof or rendered wall in poor condition.
- where storm conditions have not been met.
We define a storm as:
- wind gusts of at least 55mph.
- heavy rainfall of at least 25mm per hour.
- snowfall to a depth of at least 30cm in 24 hours.
- hail that causes damage to hard surfaces or breaks glass.
Find more information about these and other exclusions in your policy booklet.
Back
Your excess
Standard Home
Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).
Please check your Policy Schedule in My Account to confirm your excess.
Buildings Compulsory Excess
| Excess Type | Amount |
|---|---|
| Storm | £50 / £100 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Contents Compulsory Excess
| Excess Type | Amount |
|---|---|
| Storm | £50 / £100 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Claims for buildings and contents
If you are claiming for both buildings and contents, you will only pay one excess for the claim.
This will be calculated using the largest excess value from the buildings or contents sections above.
Holiday & Second Homes
Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).
Buildings Compulsory Excess
| Excess Type | Amount |
|---|---|
| Storm | £500 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Contents Compulsory Excess
| Excess Type | Amount |
|---|---|
| Storm | £500 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Claims for buildings and contents
If you are claiming for both buildings and contents, you will only pay one excess for the claim.
This will be calculated using the largest excess value from the buildings or contents sections above.
Back
Evidence and documentation
To process your claim, we need supporting documentation which may include:
- pictures showing damage - when the storm has passed, and its safe to do so. This ensures we offer the repair needed.
- proof of purchase/ownership - receipts showing the price you paid for each item, or proof of ownership, such as bank statements, or a photo of you with the item(s).
Please have these ready before starting your claim. You can upload pictures and documents via the Existing Claims section on MyAccount.
Back
Theft
Good to know
Please make sure you have reported the theft to the police as we'll require a Crime Reference Number to validate the claim.
Is your home safe and secure?
If you think your home is unsafe, it would be best for us to speak to you in more detail. Please call our 24 hour helpline:
0333 220 2035Do you have Home Emergency cover?
If you have Home Emergency or Home Emergency Extra cover, please make your claim on our supplier's portal.
Home Emergency cover includes temporary repairs to emergencies that result in total failure. Claims must be reported within 48 hours of discovery.
Log in to My AccountAlternatively, call our 24-hour emergency helpline:
0345 609 4375
Bank Holidays, Christmas and New Year's opening hours
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
If you're unsure if you have Home Emergency or Home Emergency Extra cover, check your policy schedule on MyAccount or in your postal documents if you requested them.
Please check the following before submitting your claim:
-
What we don't cover
Find out which scenarios you're not covered for.
-
Your excess
You must pay an excess for most Home insurance claims. You'll find out more about excesses in this section.
-
Evidence and documentation
Discover the types of evidence and documentation we may need for our claims experts to process your claim more efficiently.
Start your claim in MyAccount
The quickest way to manage your claim is through MyAccount. You can check the details of your cover, including your excess and any optional extras on your policy, before deciding whether to make a claim.
Log in to my accountHowever if you need to speak to somebody, please call us.
Give us a call
Mon to Fri: 8:00-18:00
Saturday: 09:00-16:00
Sunday: Closed
Bank Holidays, Christmas and New Year's opening hours
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Back
What we don't cover
You're not covered for:
- theft from your garage or outbuildings if you have our Admiral level of cover.
- loss of or damage to you or your family's contents while they are kept in the open on the land that your home stands on. (but not high risk items etc).
- loss or damage from anyone staying in your home unless force or violence has been used.
Find more information about these and other exclusions in your policy booklet.
Back
Your excess
Standard Home
Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).
Please check your Policy Schedule in My Account to confirm your excess.
Buildings Compulsory Excess
| Excess Type | Amount |
|---|---|
| Theft | £50 / £100 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Contents Compulsory Excess
| Excess Type | Amount |
|---|---|
| Theft | £50 / £100 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Claims for buildings and contents
If you are claiming for both buildings and contents, you will only pay one excess for the claim.
This will be calculated using the largest excess value from the buildings or contents sections above.
Holiday & Second Homes
Your excess is the amount you pay towards a claim. It's made up of two parts, the compulsory excess (the amount set by us which can't be changed) and the voluntary excess (the amount you chose when you purchased the policy).
Buildings Compulsory Excess
| Excess Type | Amount |
|---|---|
| Theft | £500 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Contents Compulsory Excess
| Excess Type | Amount |
|---|---|
| Theft | £500 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Claims for buildings and contents
If you are claiming for both buildings and contents, you will only pay one excess for the claim.
This will be calculated using the largest excess value from the buildings or contents sections above.
Back
Evidence and documentation
To process your claim, we need supporting documentation which may include:
- proof of purchase/ownership - receipts showing the price you paid for each item, or proof of ownership, such as bank statements, or a photo of you with the item(s).
The loss must be reported to the police. Any mobile phones must be blocked by the service provider.
It is a good idea to ask your service provider to block your mobile phone, if it has been taken.
Please have these ready before starting your claim. You can upload pictures and documents via the Existing Claims section on MyAccount.
Back
All other household claims
Please check the following before submitting your claim:
Start your claim in MyAccount
The quickest way to manage your claim is through MyAccount. You can check the details of your cover, including your excess and any optional extras on your policy, before deciding whether to make a claim.
Log in to my accountHowever if you need to speak to somebody, please call us.
Give us a call
Mon to Fri: 8:00-18:00
Saturday: 09:00-16:00
Sunday: Closed
Bank Holidays, Christmas and New Year's opening hours
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Back
Home Emergency Claim
Good to know
Home Emergency or Home Emergency Extra cover includes temporary repairs only. Claims must be reported within 48 hours of discovery.
Start your claim online
It's simple and convenient to register your claim online.
Log in to MyAccountClick the link in the ‘Emergency Assistance’ section and a claim handler will get back to you.
Or you can call our 24-hour emergency helpline:
Bank Holidays, Christmas and New Year's opening hours
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Do I have home emergency cover?
It depends on which Home Insurance you have. Home Emergency cover is included as standard on our Admiral Gold Home Insurance. Home Emergency Extra is included as standard in our Admiral Platinum Home Insurance.
You can also add Home Emergency or Home Emergency Extra cover as an add-on when buying Admiral tier policies. You can also upgrade to Home Emergency Extra cover on Gold tier.
If you're unsure, please check your policy schedule in MyAccount or in your postal documents if you requested them.
If you have this cover, please call our 24 hour emergency helpline:
What is Home Emergency cover?
Home Emergency cover
You can make unlimited claims per policy term (up to £500 per claim) for temporary repairs or total failure of your:
- boiler
- central heating
- hot water
- plumbing
- drainage
- windows, doors and locks
Home Emergency Extra cover
You can make unlimited claims (up to £1,000 per claim) for temporary repairs for everything Home Emergency covers, plus:
- gas
- electrics
- pests
- roofing
It also provides £250 towards the cost of a new boiler if yours is deemed beyond economic repair.
Home
|
Home
|
|
|---|---|---|
Admiral |
Optional |
Optional |
Admiral Gold |
Optional |
|
Admiral Platinum |
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Family Legal Protection Claim
Have you spoken to our legal advice team yet? If not, please call the number below to discuss your options:
-
Give us a call
During opening hours you can speak to somebody directly to discuss you claim. We will endeavour to answer your call as quickly as possible.
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
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Already spoken to legal advice? Then start your Home insurance claim here:
Start your Family Legal Protection claim
Start your Family Legal Protection claim -
If the incident start date of your claim is before 1st September 2022 you were insured with our previous supplier Arc Legal, and you may be directed to them.
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Your excess
Standard Home
If you have a voluntary excess to your policy, that amount will be added to the compulsory excesses shown below to provide the total excess value.
Please check your Policy Schedule in My Account to confirm your excess.
Buildings Compulsory Excess
| Excess Type | Amount |
|---|---|
| Flood | £250 |
| Escape of Water | £350 / £500 |
| Subsidence | £1,000 |
| All other Buildings Claims | £50 / £100 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Contents Compulsory Excess
| Excess Type | Amount |
|---|---|
| Flood | £250 |
| Escape of Water | £350 / £500 |
| Subsidence | £1,000 |
| All other Buildings Claims* | £50 / £100 |
*This includes claims for Accidental Damage, Storm, Accidental Loss, Theft, Fire, Underground services, Vandalism or Malicious acts and Escape or loss of oil. The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Claims for buildings and contents
If you are claiming for both buildings and contents, you will only pay one excess for the claim.
This will be calculated using the largest excess value from the buildings or contents sections above.
Holiday & Second Homes
If you have a voluntary excess to your policy, that amount will be added to the compulsory excesses shown below to provide the total excess value.
Buildings Compulsory Excess
| Excess Type | Amount |
|---|---|
| Subsidence | £1,000 |
| All other Buildings Claims | £500 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Contents Compulsory Excess
| Excess Type | Amount |
|---|---|
| All other Buildings Claims | £500 |
The total amount you will owe is the Compulsory Excess plus your Voluntary Excess.
Claims for buildings and contents
If you are claiming for both buildings and contents, you will only pay one excess for the claim.
This will be calculated using the largest excess value from the buildings or contents sections above.