How to claim

We know how stressful it is if you need to make a claim. We work hard with our insurer partners to make the process as easy for you as possible.

If at any point you need support or assistance, we are happy to help.

Before you start

  1. Check your policy wording, which give details of what is covered and what is not covered. 
  2. If any of your property has been lost, stolen or maliciously damaged, report it to the police. Note down the crime reference number as you will be asked to provide this.

To claim, you will need:

  1. Your Policy Number. Found on your Policy Schedule.

  2. Details of what happened, when it happened and any items you are wanting to claim for.  You may be asked to provide receipts or photographs to support your claim.
  3. Police Crime Reference Number (if applicable).

Contact your insurer

A list of our insurer's claims numbers are below.

Claims Numbers
Insurer Product Claims Number
AXA Your Home, Your Essentials, Your Let Property 0330 024 6842
Covea Your Home 0330 024 2255
Covea Your Let Property 0330 024 2266
Geo Your Home, Your Essentials, Your Let Property 0345 074 4760
LV= Your Home, Your Essentials 0800 032 2585
Prestige Your Home 0800 032 7327
UK General Your Home, Your Let Property 0344 412 4258
Specialist Insurers - Claims Numbers
Insurer Product Claims number


Coverall     0800 032 7327 
Abacus Various Refer to your schedule or policy wording
HDI Global Home & Legacy  0344 893 8360             
Plum Flex, Let, Retreat Refer to your schedule
One Commercial                    Residential Let Insurance Policy Refer to policy wording
Geo Flexilet 03450 744760
Additional Products - Claims Numbers
Insurer Product Claims number
ARC Your Home - Home Emergency 0333 234 3483
ARC Your Landlords - Home Emergency 0333 234 3485
ARC Your Landlords - Legal & Rent Protection Claims are made using the form on their website
Additional Products - Helpline Numbers

If you have Your Family Legal Expenses or Your Landlords Legal & Rent Protection products and require assistance, please phone the relevant helpline number below for specialist help and guidance. 

Product Helpline Number
Your Family Legal Expenses Legal & Tax Helpline 0344 701 3954
Your Family Legal Expenses Health & Medial Helpline 0344 770 1036
Your Landlords Legal & Rent Protection Legal & Tax Helpline 0344 770 1044
Your Landlords Legal & Rent Protection Counselling Service 0344 770 1036
Your Landlords Legal & Rent Protection Domestic Helpline 0344 770 1041

Don't know who your insurer is?

If you are unsure, your insurer can be found on your Policy Schedule. Alternatively, contact us below and we will be able to advise you.

Depending on your insurer, some claims are handled by a dedicated claims company on their behalf; however, this should not impact how your claim is handled or the service you should expect to receive.

After claiming

Your claim will be settled either by repairing, reinstating, or replacing the lost or damaged property.

  • Where property cannot be replaced or repaired your insurer will pay in cash the amount of the loss or damage.
  • An approved supplier may be appointed by your insurer to act on their behalf to further validate your claim and they are authorised to arrange a quotation, a repair or a replacement where appropriate;
  • Any permanent repairs made by approved suppliers are guaranteed.
  • Where your insurer can offer repair or replacement through a preferred supplier but agrees to pay a cash settlement, then payment will not exceed the amount that they would have paid the preferred supplier. If an equivalent replacement is not available then your insurer will pay the full replacement cost of the item.
  • If you’re claiming for a large loss such as a flood, fire or subsidence, the insurer may send a someone to your home to survey the damage caused.

Home Emergency Claim

In the event of an emergency, check any Home Emergency cover you may have, as this may be a more suitable policy for you to claim on.

Household Home Emergency Claims call 0333 234 3483.

Landlord Home Emergency Claims call 0333 234 3485.

Frequently Asked Questions

What is my excess?

Excess is the first amount of any claim for which you are responsible.

The standard excess for First2Protect products are:

Your Tenants Contents £50
Your Essentials £200
Your Home £100
Your Let Property £100

There are a couple of scenarios where a different excess may apply. Claims for escape of water/subsidence/special terms may be more and these will always be displayed on your Policy Schedule

If a claim is made under more than one section resulting from the same incident, only one excess will be deducted. In the event that the excess amounts differ, then the higher of the two will be deducted.

Will a claim affect future insurance premiums?

If you do make a claim, the price of your home insurance could increase when you next renew your policy with us.

How will a claim for matching sets, suites or carpets be handled?

An individual item of a matching set of articles or suite of furniture or sanitary ware or other bathroom fittings is regarded as a single item. Your insurer will pay you for individual damaged items but not for undamaged companion pieces.

If the individual damaged items cannot be repaired or a replacement found we will also pay up to 50% towards the undamaged part of the set or suite of furniture, sanitary ware or bathroom fittings.

Where carpeting is damaged beyond repair only the damaged carpet will be replaced; not undamaged carpet in adjoining rooms.

Why might a claim not be paid?

There are some common scenarios which might impact a claim being paid. By sharing this, we hope that you better understand what your policy is and isn’t designed to cover.

Wear and Tear

You should ensure that any property covered this policy is maintained in good condition. Property insurance is designed to cover unexpected loss or damage which means that the majority of policies will not cover ‘wear and tear’.

What is wear and tear?

Wear and tear is damage that naturally and inevitably occurs as a result of normal wear or ageing. There are different ways that wear and tear can occur. For example:

  • A kitchen appliance that has stopped working
  • A roof tile loosening over time, causing rain to leak in
  • A pipe leaking due to rust and corrosion
  • Build-up of rising damp and mould
  • Gadgets no longer turning on

How to reduce wear and tear within your property:

  • Cleaning appliances regularly can ensure they last longer. – Where possible, follow the manufacturer’s warranties and servicing guidance.
  • Inspect the roof regularly for broken or slipped tiles and where required, ask a professional to carry out the remedial work.
  • Check accessible pipes often for rust and corrosion.
  • If you notice damp and mould starting to form, hire an expert to locate and fix the source to prevent it from becoming worse. – Mould can also carry a health risk so make it a priority.
  • If you notice a problem with a gadget, such as a flickering TV screen, check if it is still under warranty. – Doing this could potentially save you a lot of money in the long run.

Having the right level of cover

It’s really important that you make sure that the amount you insure represents the full value of your property on an ongoing basis.

Things you should think about are:

  • Over time, as you buy more things, you may need to increase the overall value of your contents cover.
  • Specific items, such as jewellery, may also increase in value from the time you took out the policy.

To calculate what cover you need:  

  • For buildings, this means the full cost of rebuilding your property.
  • For contents, this means the full cost of replacing all the property at today’s prices. You might find it helpful to walk room to room and list down what it would cost for you to replace your items as new.
  • Remember that items that are fixed to the property would be considered part of your buildings insurance. If you are unsure, this is clearly defined in your policy wording.

Speak to us

If there is anything we can do to help, please fill in the form below or call us on 01392 849750 and we will be happy to assist.


Opening Hours:

Monday to Thursday: 9:00am – 6.30pm

Friday: 9:00am – 5:30pm