If you wish to make a claim on your household insurance policy, all you need to do is call our 24 hour claims helpline. We'll take all the details over the phone and tell you what you need to do next.

If you need any advice on a legal matter then call 0870 737 5600 quoting the reference ULR. You are covered up to £50,000 for the following:

• Claims arising from personal injury or death
• Contract of employment claims
• Consumer disputes
• Claims relating to damage to your home

You must comply with the following conditions (Your Duties) or we or the insurer may, at our or their option cancel the contract, refuse to deal with your claim, or reduce any claim payment.

Your Duties

In the event of a claim or possible claim under this insurance:

• You must notify us within 5 days, giving full details of what has happened.
• You must provide us with written details of what has happened within 30 days and provide any other information we or the insurer may reasonably require.
• You must pay for any estimates, reports, certificates, plans and specification information that we or the insurer may require.
• You must immediately forward to us, unanswered, any letter, claim, writ, summons or other legal document you receive, if a claim for liability is made against you.
• You must not admit liability, or offer or agree to settle any claim without our written permission.
• You must inform the Police as soon as reasonably possible following malicious acts, violent disorder, riots or civil commotion, theft, attempted theft or lost property and obtain a crime or lost property number.
• You must not dispose of any damaged items as we or the insurer may need to see them.

If your claim for loss or damage is covered under Section 1 of your policy, Buildings, we or the insurer will pay the full cost of repair or reinstatement as long as:

• The buildings were in a good state of repair immediately prior to the loss or damage and;
• The sum insured is enough to pay for the full cost of rebuilding the buildings in their present form and the damage has been repaired, or loss has been reinstated.

The insurer will take an amount off for wear and tear, from the cost of any reinstatement or repair, if immediately before the loss or damage the buildings were not in a good state of repair.

If you claim for loss or damage to the contents, we or the insurer will at our or their option repair, replace or pay for any article covered under Section 2 of your policy, Contents, Section 3 Valuables and personal belongings and Section 6 Pedal Cycles.

For total loss or destruction of any article we or the insurer will pay you the cost of replacing the article as new as long as:

• The new article is as close as possible to but not an improvement on the original article when it was new and you have paid for, or we or the insurer have authorised the cost of replacement.

The above basis of settlement will not apply to:

• clothing, linen, camping equipment and
• pedal cycles where the insurer will take off an amount for wear and tear.

The insurer will not pay the cost of replacing or repairing any undamaged parts of the buildings, contents, valuables and personal belongings, which form part of a pair, set, suite or part of a common design or function when the loss or damage is restricted to a clearly identifiable area or to a specific part.

1. Defence of claims

We or the insurer may:

• Take full responsibility for conducting, defending or settling any claim in your name.
• Take any action we or the insurer consider necessary, to enforce your rights or their rights, under this insurance.

2. Other Insurance

If, at the time of any loss, damage or liability covered under this insurance, you have any other insurance which covers the same loss, damage or liability, the insurer will only pay their share of the claim.

3. Fraudulent Claims

If you or anyone acting on your behalf makes any claim knowing it to be false or fraudulent as regards amount or otherwise, or if any loss or damage is caused by your wilful act or with your connivance, we or the insurer will not pay any claims and all cover under the policy will cease. We or the insurer may also report the matter to the Police.

The insurer may at their option declare the policy void. The insurer shall be entitled to recover from you the amount of any claim already paid under the policy since the last renewal date. The insurer shall not make any return premium.