How do I report a home emergency?

If you experience a potential home emergency, contact the 24-hour claims helpline shown in your policy schedule, policy documents or MyAccount.

Call before arranging any work

Contact the claims helpline before appointing a contractor or arranging repairs yourself. Work you arrange without prior approval will not be covered.

Explain what has happened

Provide details of the emergency, when it began and any immediate damage or safety concerns. The claims team will assess the circumstances against the cover shown in your schedule and the applicable policy terms.

Reporting an emergency does not guarantee that the claim will be accepted.

What happens if the claim is accepted?

If an emergency repair is covered, the claims service may appoint an authorised contractor. Attendance and completion will be subject to factors including safe access, weather conditions, parts and contractor availability.

Emergency repairs are normally temporary. You may remain responsible for arranging and paying for any permanent work required afterwards.

What should I do if there is an immediate danger?

For a gas leak, contact the National Gas Emergency Service first.

If anyone is in immediate danger or serious property damage is likely, contact the appropriate emergency service or utility supplier before calling the Home Emergency claims helpline.