Am I covered to make a claim?
How long do I have to report a claim after the incident?
I’m busy studying. Can someone else make the claim on my behalf?
How long will my claim take to settle?
What will you need from me?
Can you accept scanned images or photocopies of documents?
I don’t have all the documents, can I still claim?
How will my claim be settled?
What does ‘new-for-old’ mean?
Will I receive the same item I had before?
Will I need to pay any costs apart from my excess?
Do I need to report the incident to the police?
When do I pay my excess?
What if I have a complaint?
What steps are Endsleigh taking to prevent and detect fraudulent claims?
Can I claim online?
Yes! The easiest way to submit a claim is online. Click here to notify us of a claim now.
Am I covered to make a claim?
The extent of your cover will be dependent on the type of policy you chose to purchase. If you are unsure whether you are able to make a claim, please check your policy documents. We have put copies within your online account for easy access, just click here to log in.
How long do I have to report a claim after the incident?
You need to report your claim within forty days of the incident occurring, however, we realise that it is not always convenient to make a claim during your studies or exam periods. For this reason, we are happy to liaise with someone else on your behalf following your initial notification.
If you are reporting your claim online, you will be given the option of appointing a representative at this stage. Alternatively, all we require is an e-mail from you to confirm the details of who you would like us to liaise with on your behalf. E-mails can be sent to property.claims@endsleigh.co.uk, quoting your policy number in the subject line.
I’m busy studying. Can someone else make the claim on my behalf?
Yes. We understand that it may not be convenient for you to handle the claim and if you are notifying us of your claim online, you will be given the option of appointing a representative at this stage.
Alternatively, all we require is an e-mail from you to confirm the details of who you would like us to liaise with on your behalf. E-mails can be sent to property.claims@endsleigh.co.uk, quoting your policy number in the subject line.
How long will my claim take to settle?
We prioritise claims for laptop computers as we understand these are vital to your studies. If your claim is for a laptop, we will replace it within 24 hours of accepting your claim, or provide you with a loan notebook if we cannot repair it within 5 working days.*
The timescales for settling other claims will vary depending on their value and nature, however we process every claim as quickly as possible and you will be kept updated every step of the way.
*excludes iPads.
What will you need from me?
For lost items, we will require proof of ownership along with the loss report number, provided by the police. Acceptable proof is a receipt, manual or box for electrical items, or a photograph of jewellery or articles of clothing.
Alternatively, should the item have suffered accidental damage and we have reason to believe it is repairable, we will require the item in its damaged condition in order to inspect it.
Can you accept scanned images or photocopies of documents?
Yes. We are happy to accept scanned images, digital photographs or photocopies of documents provided they are legible. These can be sent to us via e-mail, at property.claims@endsleigh.co.uk, quoting your policy number in the subject line.
I don’t have all the documents, can I still claim?
We understand that it’s not always possible to provide proof of ownership and will do our best to accommodate your claim if you do not have the required information. If you are reporting your claim online, please tick the box to indicate you do not have the documentation available and a member of our Claims Department will contact you to discuss this further.
How will my claim be settled?
We use approved suppliers to repair damaged items, or replace them when they are lost, stolen or uneconomic to repair. Where this is not possible, we will send you a cheque for the replacement cost, less your policy excess.
What does ‘new-for-old’ mean?
Under the terms of ‘new for old cover’, lost or damaged items are replaced with ones of the exact same specification. Should this not be available, we will replace your item with the closest equivalent currently available.
Will I receive the same item I had before?
If we are replacing your item, you will receive a direct replacement provided the item is still available. If for any reason the item is no longer available, we will settle your claim based on the closest specification equivalent currently available.
When do I pay my excess?
Your excess will be required upon the settlement of your claim.
If your claim is settled by a cheque for the value of the loss, we will automatically deduct this from the amount you receive. Alternatively, if the items are repaired or replaced, our approved supplier will collect the excess from you prior to returning or delivering the item.
Will I need to pay any costs apart from my excess?
It is your responsibility to supply us with all reasonable proof, information and other evidence relating to the claim, and we may require you to provide these at your own expense.
For any claims made under specified sections of cover such as Bicycle, Mobile Phone, Portable Non-Electrical Items, Laptop and Gadget Cover, we will also require you to pay an additional premium once the claim is settled to ensure your items are still adequately insured.
What is ‘reinstatement’?
Making a claim for specified items fulfils the cover you previously had in force. This means you will need to arrange new cover for the replacement item and pay an additional premium to ensure your sum insured is sufficient to cover its full replacement cost.
To reinstate your cover, please speak to our Customer Service Department on 0844 472 2592.
Do I need to report the incident to the police?
Yes, we will require a loss property number or crime reference number for any claim for lost, stolen or maliciously damaged items.
What if I have a complaint?
If our service does not meet your expectations please allow us the opportunity to put things right. To do this we would ask you to contact the person handling your claim in the first instance. However, should this not resolve the matter please contact our Customer Liaison Department by one of the following ways:
Telephone: 0800 0858 698 Monday to Friday 9am - 5:30pm
Fax: 01242 864971
Email: complaints@endsleigh.co.uk
Post: Customer Liaison Department, Endsleigh Insurance Services Limited, Shurdington Road, Cheltenham GL51 4UE
Following receipt of your complaint any required investigations will be carried out and will be overseen by a specially selected and trained staff member - we call them Customer Liaison Supervisors, and they represent every part of our business. Following these investigations we will look to contact you to discuss the situation and look to resolve the matter with you.
What steps are Endsleigh taking to prevent and detect fraudulent claims?
Endsleigh takes fraud very seriously and 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.