Home insurance Claims Information

The risk of damage by fire and water can be reduced by home owners taking some basic precautions. We recommend that the following steps be taken:

• check electrical equipment regularly and always use the correct fuse
• unplug unneeded electrical appliances, particularly television sets and electric blankets, at night
• never leave a chip pan unattended
• fit fire alarms and test weekly
• ensure all water pipes are lagged and all tanks insulated on top and sides
• know where the stopcock is located and check its operation regularly
• keep drains and gutters clear of leaves and blockages

If the house is empty overnight in winter:

• keep the central heating operating (but do not leave open fires burning)
• leave the loft access open to allow warm air to circulate in the roof space
• if there is no central heating close the stopcock and drain down the water system
• have the house checked during absence by a neighbour or friend

In the event of a burst pipe or overflow of water tanks:

• close the stopcock
• turn on all taps to drain the water system
• switch off the electricity supply
• turn off the central heating system
• move furniture and fittings away from escaping water
• catch escaping water in containers
• if pipes have frozen, thaw out gently - do not use blowlamps.

Escape of oil

• If your property has suffered damage due to an escape of oil it is important to take steps to prevent the oil from spreading.
• If the leak is from the pipe connecting the tank and boiler you can stop the flow of oil by turning the valve which is generally located at the front of the tank.
• Please call us as soon as possible. We may arrange for a remediation survey to be carried out. In the meantime, to prevent further damage, you can repair the leak or replace the tank. Please note your policy does not cover this cost.
• You can then contact a plumber to replace the damaged pipe for you. If the leak is from the tank you may need to replace it. Please keep the damaged tank or pipe for inspection.

To prevent unauthorised entry to houses it is recommended that precautions include:

• the fitting of mortice deadlocks or deadlocking rim latches to all external doors
• the fitting of window locks which should be secured and the key removed whenever the house is unoccupied
• stopping of newspaper and milk deliveries during holiday absences
• the placing of valuables into safe custody during absences and use of a safe or bank deposit for items of jewellery, watches etc.
• setting the alarm (where installed) every time the house is left.

Because improved vehicle security prevents cars being stolen without a key, houses are being entered to obtain vehicle keys. Keys should:

• not be left in view from windows
• not be left on a hall table from where they may be hooked through the letter box
• always be kept securely by drivers
• be taken to the bedroom at night.

Garden equipment and tools should be kept in locked garages or garden sheds.

Experience shows that, despite precautions, thefts and damage by fire and water still occur. When claims arise we shall settle them as promptly as possible. The process will be assisted if a policyholder can provide detailed information about the items that are the subject of the claim. It is recommended that policyholders keep details of their property by:

• having photographs of jewellery, valuables and paintings
• keeping receipts for major items of household furniture
• having details of model and serial numbers of the main items of electrical equipment, home entertainment and computer hardware
• keeping an inventory of the contents of each room and of garages and sheds
• having records of when and where items in the house were purchased.

To be covered for loss of an item you must have All Risks cover on your policy. Please check your policy schedule for this information. To assist you we need the following information:

• When and where the loss occurred.
• The make and model number of the item. For jewellery we will need a photo or detailed description of the item.
• The Police station you reported the loss to.
• Police reference number (Crime Reference Number).
• Do not purchase a replacement item. We can arrange to replace lost items. For jewellery claims a voucher/store credit will be issued to you.