Claims & policy service
If something has happened, start here.
This page is for existing policyholders and for anyone dealing with a loss. It is deliberately separated from the pages about arranging new cover.
Immediate
The first hour
Safety comes before insurance in every case. Everything below assumes people are already safe.
- 01If anyone is at risk, or there is fire, gas, flood or structural danger, contact the emergency services first.
- 02Make the property safe and prevent further damage where it is safe to do so.
- 03Do not dispose of damaged property until the insurer confirms it is no longer needed.
- 04Photograph the scene widely, then in detail, before anything is moved.
- 05Report theft or malicious damage to the police and keep the reference number.
Notification
How a claim is notified, and by whom
Most policies require notification as soon as reasonably practicable, and some set a defined period. Notify even if you are unsure whether the claim will proceed: a notification can be withdrawn, late notification cannot be undone.
Where we placed your policy, tell us at the same time. We will confirm the insurer's notification route for your policy, explain what they will ask for, and help you put the claim together.
Some policies are notified directly to the insurer or to a claims service named in your documents, particularly for motor, travel and cyber incidents. Where that is the case for your policy, the number to call is printed in your schedule, and we will point you to it.
Tell an adviser about a loss
Use the enquiry form and select the claims subject, or email us directly. Include your policy reference if you have it to hand, and a short factual description of what happened.
Enquiries are answered by an adviser during business hours. We do not operate an emergency line. Telling us does not itself constitute notification to your insurer; we will confirm the insurer's route and timing with you.
Policy service
For changes during the policy year, such as a new vehicle, a change of occupancy, an additional location or a contract that requires a higher limit, contact your adviser before the change takes effect where possible.
- Mid-term changes and additions
- Renewal review and disclosure
- Copies of documents we hold for you
- Questions about a condition or warranty
We do not operate an online policy portal. Documents are issued by your insurer and sent to you directly or by us.
What we can and cannot do
We can help you present a claim, chase progress, question a position and explain what the insurer is asking for and why.
We cannot decide the claim. Cover, settlement and timescale are determined by the insurer under the terms of your policy. Anyone who promises you an outcome before the insurer has considered the claim is guessing.
Nothing on this page confirms that a policy is in force, that a loss is covered, or that a claim will be met. Your own policy documents govern. If you are not sure whether cover applies, notify anyway and let the insurer consider it.