Our promise to you

When you need to make a claim, we’ll look at your policy cover to see how we can best compensate you. We’ll work swiftly, and always deal with the claim fairly. If we can resolve the claim when you first contact us – we will.
  • We give you direct access to the expert claims handler dealing with your case
  • We aim to keep things as simple as possible, offering you guidance and assistance throughout the life of the claim and responding to enquiries within one working day
  • We will look for cover, paying you exactly what you are entitled to, quickly and without fuss
  • We will take a proactive approach in protecting your best interests and we’ll always consult you before making any decisions on liability.

Delivering our promise

We put you at the heart of everything we do, treating you as we would expect to be treated ourselves. With a passion for claims, we provide a specialist and tailored service that focuses on solutions. Recognition of our approach in the last 12 months:
  • A three-time winner at the Post Claims Awards 2018
  • Winner of Customer Care Solution, Insurance Times Claims Excellence Awards 2018
  • 99% of customers told us we treated them fairly1
  • 99% were satisfied with our overall claims service1, vs industry average of 79.8%2 
  • 96% of which were very or extremely satisfied with our service1
  • 95% were very or extremely satisfied with the knowledge of their claims handler1 
  • 95% were very or extremely satisfied with the efficient way in which their claim was handled1   
  • Our Net Promoter Score is 84 
  • Over 90% of claims handlers hold a professional qualification relevant to their role.
1Ecclesiastical claims satisfaction survey 2018 - direct customers
2Institute of Customer Service, January 2019 UK Customer Satisfaction Index

Top tips

Simple steps to take in the event of a claim

Criminal damage & theft
criminal damage & theft
  • If your claim has involved theft or malicious damage, please take note of the crime reference number and details of when you notified the police.
  • For lost or stolen items, please provide proof of purchase and estimates on a like for like basis.
Broken glass 
broken glass claims
  • For broken glass claims please call 0345 600 0148. You just pay your excess and we'll pay for the rest.
  • Safety is paramount during a flood. Before you do anything else, please turn off your gas, electricity and water if possible. Do not turn it back on until you have been assured by a registered professional that it is safe to do so. 
  • Consider moving important items to a safer place.
  • Subsidence can cause extensive damage and therefore requires expert advice in determining the cause of the movement. 
  • We can arrange independent engineers and loss adjustors to investigate the damage and draft a schedule of repair works.
Business interruption
Business interruption
  • Please let us know immediately if there has been any business interruption as a result of the incident, often we will require access to your organisation’s finances and therefore specialists often facilitate these claims.
Legal advice
Legal advice
  • If you have a legal query, you can call DAS on 0345 368 9124 (UK) +44 (0)1452 875925 (abroad) with your policy reference number. They will be able to advise you on your policy cover and how to pursue your claim.
Legal claims
Legal claims
  • If an incident occurs, please inform us immediately. 
  • Refrain from answering any third party communications.
  • Send us the full written details and documentation you have relating to the issue. If you are in any doubt, call us for more advice. 
  • We will work with you to determine if you are legally liable for a claim. This may include appointing liability loss adjustors and specialist solicitors to act on your behalf.

Trusted partners

Expert support from our trusted partners

If you have trouble finding a contractor, we have a large supplier network of specialists.

 Claims surveyors
 Claims Surveyors
  • Assist on how to process property claims; including making decisions on whether the damage falls within the terms of the policy, and the amounts being claimed for are fair and reasonable. 
  • We pay the survey fees and you are kept fully informed. An online platform allows you to check progress, upload documents or comment on service required. 
  • Claims surveyors ensure an agreed scope of works, accurate start and finish dates, and guaranteed repair works. 
  • If you would like to upgrade repair works to include work outside of what is required as part of your claim, you can do so provided you cover the additional cost.
 Loss adjusters
 Loss Adjustors
  • Skilled, fair and impartial, loss adjusters are experts in managing complex claims and determining policy cover, adequate sums insured and reasonable claim amounts. 
  • They can advise on security procedures and repair techniques. 
  • Whilst we pay their fees, loss adjusters produce independent advice making sure you receive a fair settlement.
 Drainage specialists
 Drainage specialists
  • We employ professional drainage services to investigate, assess and repair, with initial visits within 24 hours of notification.  
  • Your policy covers root ingress, sudden and unforeseen collapse, emergency unblocking and leaking water supply.