What happened
The date, the time and the place, plus a straight description of events in your own words. The cause of the loss or damage, and roughly what it's worth.
Who looks after your claim
You're never handling it alone. Two teams sit behind every claim: one in your corner keeping it moving, one assessing and settling it.
Your claims concierge
When you let us know something has happened, our claims concierge takes the notification, captures the details, and triages what comes next. They keep you updated, chase the moving parts, and make sure your claim keeps progressing — working in your interest the whole way through.
Your claims handler
The day-to-day handling sits with a specialist claims team appointed on the insurer's side. They assess the information, coordinate the work — appointing an expert to inspect the damage where it's needed — and make the recommendation on how the claim is settled.
How a claim runs, start to finish
Five steps, no maze. The process is our job, not yours.
- 1.
You tell us
Report it online or by phone as soon as you reasonably can. We confirm we've got it and set the claim up with its own reference, so nothing gets lost.
- 2.
We capture and triage
Your concierge gathers the details, checks your cover responds, and routes the claim to the right handler based on what's happened — fast-tracking the straightforward ones.
- 3.
It gets handled
A specialist works the claim through: reviewing the facts, appointing an expert to inspect things if needed, and deciding how it settles. You're told what's happening in plain English.
- 4.
We keep you posted
You tell your story once. Throughout, you get regular updates and a real point of contact — no re-explaining your bad day to a new stranger every time you call.
- 5.
It's settled and closed
The claim is settled and the money lands where it should: with you for your own losses, or with the third party on a liability claim. Then we close it off and confirm.
What to have ready
A faster claim starts with the basics
You don't need everything to notify us — tell us promptly with what you have. But these help a claim move quickly.
Who's involved
Your contact details and policy number, and the details of anyone else involved — a third party, a witness, or a managing agent.
Photos and evidence
Pictures of the damage or the scene while it's fresh. Receipts, serial numbers or proof of value for anything lost or damaged.
Any paperwork
For a third-party or liability claim, anything they've sent you — a letter or claim form. Forward it on rather than replying yourself, and never admit fault.
Questions, answered.
Let us know as soon as you reasonably can, online or by phone. Your claims concierge takes the notification, captures the details and sets the claim up with its own reference. From there it's routed to a specialist handler who works it through to settlement, while your concierge keeps you updated.
Make people safe, then stop the situation getting worse — secure the site, isolate the problem, move damaged items out of harm's way. Note down what happened while it's fresh and take photos. If a third party is involved, record the facts but don't admit fault or promise to pay. Then notify us promptly.
Two people look after you. Your claims concierge is your point of contact — they take the notification, keep you informed and make sure things keep moving, working in your interest. A specialist claims handler, appointed on the insurer's side, assesses the claim and recommends how it settles. You deal with your concierge; they coordinate the rest.
You don't need a dossier. The basics help a claim move faster: what happened and when, your policy and contact details, the details of anyone else involved, photos and proof of value, and any letter a third party has sent you. If something's missing, notify us anyway — we'd rather you told us promptly with what you have.
It depends on the claim. A straightforward loss is quick to assess; a third-party dispute can take longer because there's another side to it. We won't pretend it's instant — but you'll always know what's happening and what comes next, rather than being left guessing.
Almost every claim has an excess — the first part of a claim you cover yourself, agreed up front before the policy pays the rest. You'll see your excess clearly on your policy before you ever need it, so it's never sprung on you at the worst moment.