Making claims easy
Whether you bought your insurance directly from Ageas, or through an intermediary such as a broker or price comparison website, get in touch using the details below and we’ll get the ball rolling right away.

Home claims

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Claim referral form

Please provide your claim details by following the link to the Claim Form and our claims team will be in touch by the end of the next working day.

Do you have any questions?

We've put together some answers to the most frequently asked questions and made it easy for you to find the information you need. If you still need help, please get in touch using either our Virtual Assistant, over the phone or by filling out the contact form on our website.
My question is about

Storm damage occurs when a property has been damaged due to an extreme weather event, usually including very high winds, extreme rain, hail or snow.

Depending on your policy, your building would be covered if damage occurred under the following circumstances:

  • Where wind speeds are recorded over 55mph
  • Where rainfall reaches 25mm/1 inch or more of rain within a 1 hour period or a proportionate amount over a shorter time
  • Where hailstones exceed 20mm/0.8 inches in diameter
  • Where there are 30cm/12 inches or more of snow within a 24 hour period (or less).

We will determine if these conditions are met by checking local weather records.

Once you report storm damage, the claims department will check local weather records to see if the weather you experienced meets the requirements to be considered a storm. For more information, please refer to the section 'What is covered by storm damage?'

If the requirements for a storm damage claim are met, then a storm specialist supplier will be appointed to view your property, either in person or remotely.

After they have assessed the damage, a decision will be made by the supplier as to whether they think the damage to your property was caused by these recent weather conditions or by something else, such as general wear and tear. If they agree the damage was caused by the weather conditions, we will consider which of the following options is best suited to your circumstances:

  • We may be able to offer you a cash settlement for you to pay for the repairs
  • If there is more work to be done, we may instruct one of our approved contractors to contact you directly and make arrangements for the repairs
  • If the damage is substantial, we'll appoint an expert to manage the claim - either remotely or in person - and talk you through the best course of action

This will depend on the cover you have. If you have buildings cover, in the event of a successful claim, any part of your building which has been damaged as a result of the extreme weather will be covered.

If you have contents cover, then any damaged contents will be covered.

Fences, gates, trees and hedges are not covered in the event of storm damage under your buildings cover. However, if you have contents cover, storm damage to these garden items may be covered. Please refer to your policy booklet for more information.

This will depend on the circumstances of your claim. On average, storm claims are being usually dealt with within 23 days.

However, this is just an estimate. Your claim could take a shorter or longer period of time.

Your excess is shown on your policy schedule under the storm peril.

If your claim is settled via a cash payment, the excess will be deducted from the total amount before it is paid to you. Alternatively, if one of our repair networks carry out restoration, reinstatement or repair work, they will collect your excess from you on our behalf.

Please contact our Claims Team on 0345 165 5753 in the first instance to discuss your concerns. This will give us the opportunity to understand your concerns and provide clarity on the reason for declining your claim.

For more information, please refer to the section 'When would my storm claim not be covered?'

If you remain dissatisfied with the decision, you have the right to register a complaint. For more information, please refer to the section 'How do I make a complaint about my claim?'

It's difficult for a weather event to damage well-maintained properties, unless it is quite extreme. For more information, please refer to the section 'What is covered by storm damage?'

In many declined claims it is not the weather event which caused the damage but an existing underlying problem, which the recent weather event highlighted.

Wear and tear is a common reason as to why storm claims are declined. This is especially the case with flat roofs that are over 10 years old or old tiled roofs.

If you need to take action to protect your property we would recommend that you do so only if the temporary repairs can be easily removed for a full inspection.

PLEASE NOTE:
The cost of any temporary repairs will not be reimbursed if your claim is declined following our inspection.

We would ask that you contact us before you undertake any repairs or clean up, unless repairs are essential for protecting the property/item(s).

We understand that some customers like to stay in their own homes where possible, so we can provide facilities like temporary kitchens and bathrooms to enable you to do so. If you do have to leave the property, we will help you make those arrangements, whether this is staying with relatives or checking into suitable alternative accommodation.

Contents insurance will cover the items and valuables within your home that are not permanent features of the building.

This will usually include things like your furniture, kitchen appliances, jewellery and entertainment systems.

Some items, such as click board laminate, may seem like buildings but are, in fact, considered contents.

If you are unsure what your item falls under and need to make a claim, get in touch with the Claims Team and they will be able to work this out for you.

This will depend on the cover you took out when you purchased your contents policy.

Essentially, your standard contents insurance policy will cover the cost of repairing or replacing the contents of your home if they are damaged by an insured event such as theft, fire, flood and escape of water. If you also purchased the optional add-on cover of Accidental Damage, that will cover you for other instances relating to accidental damage (which is damage that is unexpected and unintended, caused by something sudden and which is not deliberate).

There will be exclusions for each type of peril, so please refer to your home insurance policy booklet for full details of your cover.

In the first instance, we will look at repairing the damaged item. If this is not possible, we will consider replacement options.

We will look to replace your items as 'new for old'. This means that, if your item is available to buy, we will aim to replace it by giving you a new one through one of our suppliers. We may alternatively give you a cash settlement for the value of the item.

If the item is no longer available, we will look to either replace it with the nearest item available or give you a cash payment for the amount that the item is worth.

Standard contents cover will provide cover whilst your items are within the boundary of your home.

There are a few common exceptions to this that are included in some contents policies:

  • Items covered whilst your child is at university
  • Contents in transit

You will need to check your contents policy wording to see if these are included.

Contents which you commonly carry with you will also be covered outside of your home, if you have the optional 'Personal Belongings Away from Home' extension. Please check your policy wording for any exclusions that might apply.

Your excess is shown on your policy schedule under the 'Contents' section.

If your claim is settled via a cash payment, the excess will be deducted from the total amount before it is paid to you. Alternatively, if one of our repair networks carry out repairs or replacement, they will collect your excess from you on our behalf.

In the event that you need to make a claim for contents, there are a couple of things that the claims department might request in order to proceed with your claim.

These can be things such as pictures of the damaged item(s), quotes to repair or replace the item(s) and the reason why they need replacement, as well as replacement costs from websites for any irreparable items.

If a supplier is appointed to deal with your damaged contents, you might not be required to provide the above as they will carry out those checks for you.

We would ask that you contact us before you undertake any repairs or clean up, unless this is essential for protecting the item(s).

'Escape of water' is a term used in home insurance to describe a water leak that can come from multiple sources in the home.

For example:

  • Leaking pipes (boiler, water tank, radiators or heating system etc.)
  • Burst pipes (caused by freezing)
  • Appliances (i.e. washing machine, dishwasher etc.)
  • Overflowing or blocked sanitary equipment (toilet, bath etc.)

What is not considered an 'Escape of water' includes (but is not limited to):

  • Water escaping through failed seals around windows, baths, showers etc.
  • Overflow of water from blocked guttering

Water entering your property due to weather events like a storm?
For information on storm-related claims, please refer to the section 'Storm damage and claims'

Repairs to the pipe work, water or heating system of your home are not covered by your insurance policy.

For more information about making a claim, please refer to the section 'What should I expect when making an escape of water claim?'

Based on the information you provide, we will check your policy to ensure you are covered and let you know how we can help.

Please be aware that your policy does not cover repairs to the pipework, water or heating system of your home. You will need to check your policy schedule to see if you have purchased the Home Emergency optional cover. If you do have this cover, your policy schedule will also provide details on how to contact the relevant team. If you do not have this extended cover, please contact a plumber directly to repair and stop the leak.

For information on 'Trace & Access' cover, please refer to the section 'What is 'Trace & Access'? What does it cover?'

Once the leak has been stopped, we will get to work on fixing the damage caused.

We may be able to offer you a cash settlement for the water damage repairs and raise a cash payment for you to use in getting the repairs completed.

If there is more work to be done, we may instruct one of our approved contractors to contact you directly and make arrangements for the repairs.

If the damage is substantial, we will send out an expert to manage the claim and talk you through the best course of action.

Some of your items may need replacing or restoring. Depending on your cover, we can let you know if we can help with those too.

For information on when your claim would not be covered, please refer to the section 'When would my escape of water claim not be covered?'

Depending on the level of cover you have selected, which will be shown in your policy schedule e.g. Buildings, Contents or both, cover is provided for the loss or damage caused as a result of water leaking from a heating or drainage installation, washing machine or dishwasher.

Your policy will also cover you for the cost of locating and gaining access to the leak if required. However it is possible that limits will apply. For more information, please refer to the section 'What is 'Trace & Access'? What does it cover?'

For full details on what is covered for an escape of water, please refer to your policy booklet.

When you report the claim, we will do everything we can to establish the level of damage and will consider which of the following options are best suited to your circumstances:

  • We may be able to offer you a cash settlement for the water damage repairs and raise a cash payment for you to use in getting the repairs completed yourself
  • If there is more work to be done, we may instruct one of our approved contractors to contact you directly and make arrangements for the repairs
  • If the damage is substantial we will send out an expert to manage the claim and talk you through the best course of action

Depending on the time of year and the extent of the damage, we do advise that you turn on the heating and open the windows to dry out the property as much as possible. In some cases, where the damage isn't extensive, this may be enough to resolve the issues.

We understand that people like to stay in their own homes where possible, so we can provide facilities like temporary kitchens to enable you to do so. If you do have to leave the property, we will help you make those arrangements, whether this is staying with relatives or checking in to alternative accommodation subject to the limits of your policy cover.

Trace & Access applies when you are unable to find the source of a leak, for example from hidden pipework.

Provided your property has been damaged by the water leakage, we will pay the reasonable costs you have to pay to find where the leak is coming from, including the cost to repair walls, floors or ceilings, up to the limit shown in your policy schedule.

Getting your home back to normal can take time depending on the circumstances and the extent of the damage. On average, escape of water claims are usually dealt with within 95 days.

This is just an estimated average, your claim could take a shorter or longer amount of time.

Your excess is shown on your policy schedule under the escape of water peril.

You will either pay the repair network directly or, when we settle the claim with cash, we will deduct the excess from the total to be paid.

Common exclusions applicable to an escape of water claim include (but are not limited to) the following:

  • Repairs to the water or heating system (e.g. the cost of a plumber to fix the pipework or where the leak is coming from)
  • Loss or damage that has been happening gradually over a period of time (e.g. damp, mould, failed sealant around a bath or shower tray)

You may also not be covered for loss or damage caused by water overflowing from wash basins, sinks, bidets, showers and baths as a results of taps being left on. To check, please refer to your policy booklet.

PLEASE NOTE:
There will be general exclusions that apply to all sections of your policy cover. Please refer to your policy booklet for full details of these exclusions.

Please contact our Claims Team on 0345 165 5753 in the first instance to discuss your concerns. This will give us the opportunity to understand your concerns and provide clarity on the reason for declining your claim.

For more information, please refer to the section 'When would my escape of water claim not be covered?'

If you remain dissatisfied with the decision, you have the right to register a complaint. For more information, please refer to the section 'How do I make a complaint about my claim?'

If you need to take action to protect your property we would recommend that you do so, provided the temporary repairs can be easily removed for a full inspection, if required.

PLEASE NOTE:
The cost of any temporary repairs will not be reimbursed if your claim is declined.

We would ask that you contact us before you undertake any repairs or clean up, unless repairs are essential for the immediate protection of the property/item(s).

'Accidental damage' is a term used in home insurance to define sudden and unexpected damage caused by an external force to your property or contents. Examples of accidental damage include spilling a drink and staining the carpet or accidentally drilling through a pipe.

Based on the information you provide, we will check your policy to ensure you are covered and let you know how we can help.

When settling your claim we have the following options available to us, and we will decide which is most appropriate:

  • Repair
  • Replace
  • Rebuild
  • Payment

We may offer to repair, replace or rebuild any loss or damage through one of our approved suppliers. However, you may use your own supplier if you prefer, providing you agree this with us beforehand. Should you use your own supplier, any payment made would not normally exceed the discounted amount we would have paid our approved supplier. All our repairs are guaranteed for one year.

If we decide it is not appropriate to repair, rebuild or replace your buildings and/or contents, we will send you a payment representing either:

  • The amount by which the buildings and/or contents has gone down in value as a result of the claim
  • The estimated cost to repair, replace or rebuild your buildings and/or contents, whichever is the lowest

This will depend on the circumstances of your claim.

To validate a claim, we need confirmation of the cause of the damage, from either your chosen repairer, or we may decide to instruct one of our repair networks to inspect the damage.

For more information, please refer to the section 'What should I expect when making a claim for accidental damage?'

Your excess can be found on your policy schedule under the accidental damage peril.

You will either pay the repair network directly or we will deduct the excess from the total to be paid, when we settle the claim with cash.

Please contact our Claims Team on 0345 165 5753 in the first instance to discuss your concerns. This will give us the opportunity to understand your concerns and provide clarity on the reason for declining your claim.

If you remain dissatisfied with the decision, you have the right to register a complaint. For more information, please refer to the section 'How do I make a complaint about my claim?'

One reason that your claim may not be covered is because you do not have the Accidental Damage extension on your Contents policy.

If you have chosen this cover, it will be shown on your policy schedule.

Common exclusions applicable to Contents accidental damage claims include (but are not limited to) the following:

  • Items designed or intended to be hand-held, carried or portable
  • Television sets, damaged whilst using electronic gaming equipment
  • Musical instruments
  • Laptop computers
  • Records, compact discs, computer disks, cassettes, tapes, DVDs or other data storage devices
  • Caused by cleaning, maintaining, adjusting, repairing, dismantling or misusing the item
  • Caused by wear and tear or deterioration
  • Caused by electrical or mechanical breakdown from light, or atmospheric or climatic conditions
  • Caused by scratching or denting
  • Caused by computer viruses
  • Loss, destruction or damage to any electrical appliance or computer software caused by or arising from it failing to correctly recognise any date or time
  • Loss of data or information arising as a result of any computer data-processing equipment or similar equipment failing to correctly recognise any date or time

PLEASE NOTE:
There will be general exclusions that apply to all sections of your policy cover. Please refer to your policy booklet for full details of these exclusions.

One reason that your claim may not be covered is because you do not have the Accidental Damage extension cover on your Buildings policy.

If you have chosen this cover, it will be shown on your policy schedule.

Common exclusions applicable to Buildings accidental damage claims include (but are not limited to) the following:

  • Wear and tear or lack of maintenance
  • Insects, moths, vermin, parasites, wet rot, dry rot, fungus, atmospheric conditions, light or other gradual causes
  • Altering, washing, cleaning, restoring, maintaining, repairing, dismantling or misusing the building
  • Faulty workmanship, design or materials
  • Chewing, scratching, tearing or fouling by domestic animals or pets
  • Electrical or mechanical breakdown
  • Damage caused by a person that your home or any part of it is lent, let or sublet to
  • Damage when your home is unoccupied or unfurnished for a number of days (refer to your policy booklet)

PLEASE NOTE:
There will be general exclusions that apply to all sections of your policy cover. Please refer to your policy booklet for full details of these exclusions.

We may decide to inspect your damaged item(s) before we are able to accept your claim. Therefore, we would ask that you contact us before you make any repairs or replacements.

Please do not dispose of the damaged item(s) before making a claim, as not having the item(s) available for inspection may affect the outcome of the claim.

Based on the information you provide, we will check your policy to ensure you are covered and let you know how we can help.

We want to make claiming as easy as possible, so we look to settle all fridge/freezer food claims on the first call.

Settlement of these types of claims will always be a cash payment.

Please note that during 2020, the average amount we paid per claim to our customers in respect of this peril was £122.00.

Cover is provided for fridge or freezer food that is damaged due to a rise or fall in temperature or contamination by refrigerant or refrigerant fumes.

Please note limits apply and they will be shown in your policy schedule.

Fridges and freezers are not covered under this section of your policy.

Depending on the reason that the fridge/freezer has stopped working, another section of your policy may or may not cover this.

For example, if the fridge/freezer has simply stopped working due to its age (mechanical failure or breakdown), this will not be covered under any section of your policy.

For more information, please read the Contents section of your policy booklet.

You are not expected to keep ruined food, however it is recommended that you take photographs of all items before disposing of them, as we may ask you to send these before a cash settlement can be agreed.

We want to make claiming as easy as possible, so we look to settle all fridge/freezer food claims on the first call.

For more information, please refer to the section 'What can I expect when making a claim for fridge/freezer food?'

Your excess is shown on your policy schedule.

Your excess will be deducted from the total amount to be paid by us when we settle the claim.

Please contact our Claims Team on 0345 165 5753 in the first instance to discuss your concerns. This will give us the opportunity to understand your concerns and provide clarity on the reason for declining your claim.

For more information, please refer to the section 'Why would my fridge/freezer food claim not be covered?'

If you remain dissatisfied with the decision, you have the right to register a complaint. For more information, please refer to the section 'How do I make a complaint about my claim?'

Reasons why your claim might not be covered include:

  • Damage caused by your power supply being cut off by the supply authority (as a result of no payment of bills, for example)
  • Damage caused by strike, lock out or an industrial dispute
  • Damage caused deliberately by you or your family
  • Any amount over the limit shown in your policy schedule

Please check your policy booklet for specific policy exclusions.

We would ask that you contact us in the first instance, where this is possible. However, if you do replace the items, please keep hold of receipts, as you may be asked to send these before a cash settlement can be agreed.

In insurance, Buildings are defined as the property shown in your insurance schedule/statement of fact. They include fixtures and fittings, such as garden walls, gates, decking, paths, drives, patios, permanent swimming pools built of brick, stone or concrete, permanently fixed hot tubs, solar panels, fully enclosed outbuildings and hard tennis courts.

Unless otherwise agreed, outbuildings do not include:

  • Any building which is not on a permanent foundation or base
  • Tree houses
  • Inflatable buildings (whether over swimming pools or not)
  • Any structure which is made of canvas, PVC or any other non-rigid material

PLEASE NOTE:
Click board laminate and carpets are considered contents.

This will depend on the cover you took out when you purchased your buildings policy.

Essentially, your standard buildings insurance policy will cover the cost of repairs to your home if it is damaged by an insured event such as theft, fire, flood and escape of water. If you also purchased the optional add-on cover of Accidental Damage, that will cover you for other instances relating to accidental damage (which is damage that is unexpected and unintended, caused by something sudden and which is not deliberate).

There will be exclusions for each type of peril, so please refer to your home insurance policy booklet for full details of your cover.

Based on the information you provide, we will check your policy to ensure you are covered and let you know how we can help.

We may be able to offer you a cash settlement for certain claims to enable you to get the repairs completed yourself.

If there is more work to be done, we may instruct one of our approved contractors to contact you directly and make arrangements for the repairs.

If the damage is substantial, we will send out an expert to manage the claim and talk you through the best course of action.

You may be asked to provide supporting documents for your claim e.g. photos, quotations etc. Details of where to send this will be provided by your claims adviser.

When you report a claim to us, we will do all we can to establish the level of damage and we will consider which of the following options are best suited to your circumstances:

  • We may be able to offer you a cash settlement for certain claims to enable you to get the repairs completed yourself
  • If there is more work to be done, we may instruct one of our approved contractors to contact you directly and make arrangements for the repairs
  • If the damage is substantial, we will send out an expert to manage the claim and talk you through the best course of action

If the damage has been cause by water, depending on the time of year and the extent of the damage, we do advise that you turn on the heating and open the windows to help dry out the property as much as possible, in some cases this is all that is needed to resolve the issues.

Your excess is shown on your policy schedule under the 'Buildings' section.

If your claim is settled via a cash payment, the excess will be deducted from the total amount before it is paid to you. Alternatively, if one of our repair networks carry out restoration, reinstatement or repair work, they will collect your excess from you on our behalf.

In the first instance we will aim to validate your claim during the first notification call, using video call and repair estimate scoping tool technology.

Where this is not possible you may be asked to provide pictures of the damage, a quote to repair or replace, a report confirming the cause of the damage, and/or replacement costs from websites.

You may also be required to provide measurements of the damaged area(s).

If an approved repairer is appointed to deal with your claim, you might not be required to provide the above items as they will attend to a number of these for you.

We understand that some customers like to stay in their own homes where possible, so we can provide facilities like temporary kitchens and bathrooms to enable you to do so. If you do have to leave the property, we will help you make those arrangements, whether this is staying with relatives or checking in to suitable alternative accommodation.

If you need to take action to protect your property we would recommend that you do so provided the temporary repairs can be easily removed for a full inspection if required.

PLEASE NOTE:
The cost of any temporary repairs will not be reimbursed if your claim is declined following our inspection.

We would ask that you contact us before you undertake any repairs or clean up unless it is essential for protecting the property from further loss or damage.

A policy excess is the amount you have to pay towards the cost of your claim.

There are different excesses that may apply.

There is a standard (or compulsory) policy excess which applies to all claims, although the amount you need to pay may increase depending on the type of claim you want to make. For example, the standard excess on your policy may be £100 but could increase to £250 for a claim for water damage to your property.

You may have also added a voluntary excess when you took your policy out in exchange for a lower premium. This excess will be added to the standard excess in the event of a claim.

Details of your policy excesses can be found on your policy schedule.

If you haven't told us about your complaint yet, please get in touch with us and we'll do our best to put things right.

There are 3 ways to make a complaint.

Online:
Please submit your complaint using our online form which may be accessed through our website www.ageas.co.uk/make-a-complaint/home-complaint.

Write to us:
Customer Services Adviser
Ageas House
Hampshire Corporate Park
Templars Way
Eastleigh
SO53 3YA

Please include the following:

  • Your full name and address
  • Your contact details, including any daytime phone numbers
  • Your policy or claim number
  • Details of your complaint and if you’ve had any losses
  • If you’ve already spoken to someone about your complaint – let us know their name and the date you got in touch
  • What you’d like us to do to resolve your complaint

Telephone:
Please give us a call using the number shown in your claim’s documentation.

We'll try to resolve your complaint within three working days. If we can’t do this, we’ll write to you within five working days to either:

  • Tell you what we’ve tried to do to resolve your complaint
  • Let you know we’ve received your complaint and when you can expect a response from us
  • Let you know who is dealing with your complaint

If you're not happy with how we have handled your complaint, or we haven’t resolved it within eight weeks, you can take it up with the Financial Ombudsman Service through the methods detailed below.

Just so you know, this needs to be within six months from the date of our final response. Using this service won't affect your legal rights.

As a free, independent body set up by the Government, it's the Financial Ombudsman's job to resolve disputes between customers and companies in the UK. You can find out more at www.financial-ombudsman.org.uk and fill out its online, Word or PDF form.

By phone:
Call 0800 023 4567 or 0300 123 9123

By email:
complaint.info@financial-ombudsman.org.uk

In writing:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

You are able to go straight to the Financial Ombudsman Service, however, please note they will advise that if you are dissatisfied with our service, that you give us the opportunity to resolve your concerns in the first instance.

If, following this, you're still not happy with how we have handled your complaint or we haven't resolved it within eight weeks, the Financial Ombudsman will investigate your case.

Do you need urgent support?

  • Is your property uninhabitable or unsecured?
  • Do you need to make us aware of any exceptional circumstances affecting you or someone you live with?
  • Please get in touch over the phone and we'll get you to the right person as soon as possible.

Make a claim

0345 165 5753

Legal Expenses claims

0345 166 6359

Home Emergency claims

0345 166 6358