How to make a property claim.
Please refer to your policy documents to check that the cause of loss or damage is
covered.
Have your policy number ready when you make a claim as this will help us speed up
the claims process.
You can notify Endsleigh of your claim online or you can call the household new claims line on 0844 472 2505.
If your query is relating to a hypothetical question you can call the customer service department on 0844 472 2592.
We will let you know immediately if you are covered and what will happen next.
How will a claim affect my premium?
We are unable to tell you if a claim is going to affect your premium, this is something that we can discuss with you at the time of renewing your policy. We will write to you before your renewal to tell you how much your new premium would be with the same insurer, however, if we can take a few minutes to run through your details with you we can check them against our panel of insurers to obtain the best price and policy cover for you.
How long will my claim take?
This really depends on the extent of your loss and the action needed to restore you to the same position. We will however allocate a dedicated claims handler to your claim who will provide updates to you at key stages.
What is my policy excess?
Your excess is the first amount payable by you for any one incident under each section of your insurance policy and which is deducted from your claim settlement. This amount may be shown on your statement of insurance or in your Endsleigh home insurance policy booklet.
Do I need to report my claim to the police?
If any loss, theft, malicious damage or vandalism occurs the police will need to be informed of the incident as soon as you reasonably can and a crime or lost property number obtained. For travel polices any loss, theft or attempted theft needs to be reported to the local police within 24 hours of discovery and a written report of the incident needs to be obtained.
I’m busy studying; can someone else make a claim for me?
In order for anyone else to deal with the policy on your behalf we would need permission from you first of all.
How will you settle my claim?
We will repair or replace lost, damaged and stolen items through one of our specially selected suppliers. Where this is not possible we will send you a cheque for the amount of our replacement cost.
Can I do any emergency repairs?
It is your responsibility to try and reduce your loss as far as possible. Therefore if temporary repairs can be done to prevent further damage then you should have these carried out. Keep hold of all the bills as, provided your claim is covered, we will reimburse you these costs. Check your policy to see whether you have home emergency cover or call our 24 hour claims line to see if we can assist you with providing traders, in some instances, for example boarding windows, we can appoint specialists for you and we will pay them directly if your policy covers you.
Will I need to get quotes for items I’m claiming for?
There is no need to get estimates or quotes to repair or replace items; we have suppliers and contractors who will do this for you.
What will I need to send you to settle my claim?
Claims for theft or loss will require proof of ownership to be sent in as well as a crime or lost property number.
How long do I have to claim after the incident?
We do generally ask for it to be reported to us no later than 30 days after the discovery of the incident.
Will I need to pay any costs apart from my excess?
It is your responsibility to supply us with all proof, information and other evidence relating to the claim. We may require you to provide these at your own expense, including medical references or a doctor’s note.
Any claim payments on specified items will reduce the sum insured; if you wish to reinstate your sum insured to its full amount you may do so by advising us and paying the necessary additional premium. If you do not, then any replacement items will not be covered.
My policy says it’s new for old, what does this mean?
New for old means we will replace your possessions with a new item of at least the same specification or the nearest current equivalent. There may be wear and tear deductions for clothing and household linen however this is detailed in your policy booklet.
What denotes storm damage?
Damage which is caused by violent winds of at least 40 knots.
Why have you passed my claim to someone else?
We will always notify you at the outset of your claim if we intend to appoint one of our agents and will explain the reason why. We may have appointed a Loss Adjuster or property surveyor to visit you and deal with your claim, or our Claims Validation Unit (CVU) to call you and complete a telephone interview. We utilise a number of service providers to collect information to assist us in achieving the earliest possible settlement of your claim and at the least inconvenience to you.
What steps are Endsleigh taking to prevent and detect fraudulent claims?
Endsleigh takes fraud very seriously. Every claim undergoes stringent checks.
We have a highly trained team which specialises in the detection and investigation of suspected fraudulent claims. It is their role to establish whether fraud has been committed by any party involved in the claim. We have various ways of investigating suspected fraudulent claims; one way we do this is by sharing information with other Insurers and the Police through various anti-fraud databases and credit searches.
Endsleigh views fraud as any act where information is dishonestly provided, with the intention for financial gain. If fraud is proven the claim will be invalid and may result in criminal prosecution against those involved.