Make a Home Insurance claim
Need to make a new claim or get support with an existing one? We're here to help if something happens to your home.
Make the right claim for your home
Home Insurance claims
Call our team at Tesco Underwriting about a new or existing claim.
Home Emergency claims
Make a claim on your Home Emergency cover easily online or over the phone.
Family Legal Guard claims
Make a claim easily online, call the helpline or make a claim by phone.
What to expect with your claim
We know how stressful it can be when you need to make a claim. But, the sooner you tell us about it, the sooner we can help.
When you call us, we’ll:
- Register your claimRegister your claim
- Remind you what you’re covered forRemind you what you’re covered for
- Give you a claims numberGive you a claims number
We’ll talk you through the next steps and remind you about your policy excesses (the amount you’ll have to pay towards your claim). Then, subject to the terms of the policy, we’ll do one of the following:
- Arrange for repairs to be carried outArrange for repairs to be carried out
- Arrange to replace any lost, damaged and stolen items directly with youArrange to replace any lost, damaged and stolen items directly with you
- Pay you the cash value of the lost, damaged or stolen itemPay you the cash value of the lost, damaged or stolen item
Although Home Insurance provides cover for your home, there are some things your policy won’t cover you for. These include:
- Loss or damage that happened before the policy start dateLoss or damage that happened before the policy start date
- Loss or damage caused by gradual wear and tear or lack of general maintenance to your homeLoss or damage caused by gradual wear and tear or lack of general maintenance to your home
- Storm or flood damage to gates, hedges or fencesStorm or flood damage to gates, hedges or fences
Full details of what is and isn’t covered can be found in your Policy Booklet.
Make a Home Insurance claim
To talk to us about a new or existing claim, call our team at Tesco Underwriting.
Lines are open Monday to Friday 8am-8pm, Saturday and Sunday 9am-5pm.
Please have your policy number to hand. You’ll find it with your policy documents and in any emails or letters we’ve sent you.
For customers with optional extras
Make a Home Emergency claim
If you've chosen Home Emergency Cover as an optional extra, you can make a claim online in just 2 minutes. And track is progress too.
If you want to talk to someone about your claim, you can call our emergency claims line 24 hours a day.
Make a Family Legal Guard Claim
If you've chosen Family Legal Guard as an optional extra, you can make a claim easily online with our partners, Arc Legal Group.
Family Legal Guard Legal Helpline
Family Legal Guard claims line
*This number may be included as part of any inclusive call minutes provided by your phone operator.
Frequently asked questions
The part of a claim you must pay. Sometimes more than one excess can apply, in which case we add them together. This usually consists of:
- A voluntary excess (something you choose when taking out a policy) The voluntary excess you choose may affect your premium. A lower excess means your premium may go up in price, and a higher excess may bring your premium down.A voluntary excess (something you choose when taking out a policy) The voluntary excess you choose may affect your premium. A lower excess means your premium may go up in price, and a higher excess may bring your premium down.
- A compulsory excess (set by the insurer). You pay both the voluntary and the compulsory excesses when claiming.A compulsory excess (set by the insurer). You pay both the voluntary and the compulsory excesses when claiming.
Full terms and conditions can be found in your Policy Booklet.
You can check your excess on your schedule by logging into Your insurance account or calling us on 0345 246 2904*. Lines are open Monday to Friday 8am - 8pm and Saturday to Sunday 9am - 2pm.
*Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.
Flood Re is a scheme from the government and insurers that makes flood cover more affordable.
Flood Re gives you more home insurance options and prices should be more competitive. Flood Re makes no difference to the way you buy your home insurance. Your insurance company will still handle your claims. For more details on how Flood Re works and its benefits, please visit their website for more information about flood prevention and protection.
First off, call a plumber to fix the leak and prevent any further damage from being caused to your home. If you have home emergency cover as an optional extra, they may be able to assist you. You can check and view your cover through Your Insurance Account.
We know making a claim can be a distressing experience, which is why our claims team are on hand to support you.
If you have purchased Home Emergency, you can register your claim 24 hours a day and 365 days a year using the Home Manager digital journey or by scanning the QR code within your policy booklet or by calling 0330 123 1963*.
Or call our claims team on 0345 677 7222*. Lines are open Monday to Friday 8am - 8pm and Saturday to Sunday 9am - 5pm.
There are a few things we’ll need to assess your claim. Before getting in touch, go through this checklist:
- Ask your plumber to trace and access the source of the leak before documenting it in a cause of damage report.Ask your plumber to trace and access the source of the leak before documenting it in a cause of damage report.
- Check the invoice from your plumber is broken down to show the individual costs of repairs, trace and access, and the cause of damage report.Check the invoice from your plumber is broken down to show the individual costs of repairs, trace and access, and the cause of damage report.
- Take photographs of any damage to assist our claim specialists in assessing your claim. If our assessment shows that you're covered, we'll pay you up to the limit in your policy schedule. Some of the costs we might cover include work to trace and access the cause of the leak and the cost of removing and replacing parts of walls, floors, and ceilings. You'll also be able to claim for the resulting water damage caused by the leak. However, you won't be able to claim for the leaking pipe itself as this is not covered by our policy.Take photographs of any damage to assist our claim specialists in assessing your claim. If our assessment shows that you're covered, we'll pay you up to the limit in your policy schedule. Some of the costs we might cover include work to trace and access the cause of the leak and the cost of removing and replacing parts of walls, floors, and ceilings. You'll also be able to claim for the resulting water damage caused by the leak. However, you won't be able to claim for the leaking pipe itself as this is not covered by our policy.
For more information on what you're covered for, see your policy schedule and for full exclusions and limitations see your Policy Booklet.
*Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.
You can claim for damage caused by the weather if it meets our definition of a storm:
‘A single violent weather event with wind speeds exceeding 55mph, and/or snowfall exceeding 30cm in depth within a 48-hour period, and/or torrential rainfall at the rate of at least 25mm per hour.’
If the weather event meets this definition, we’ll appoint a partner from our network to assess the damage.
Things that we don’t cover include:
- Loss or damage that does not arise from events defined as storm or flood,Loss or damage that does not arise from events defined as storm or flood,
- Pre-existing issues and/or weaknesses to your property that were highlighted by the storm damage.Pre-existing issues and/or weaknesses to your property that were highlighted by the storm damage.
- Loss or damage to gates, hedges or fences.Loss or damage to gates, hedges or fences.
- Damage caused by water entering your home from the outside unless the weather event meets the definition above.Damage caused by water entering your home from the outside unless the weather event meets the definition above.
If you claim for something and it turns out you’re not covered for it, a record will be made on the Claims Underwriting Exchange (CUE). The CUE is a resource that is visible to other insurance companies. The claim will also be noted on your policy schedule, but it won’t increase your premium. This information is only captured for record-keeping purposes.
We know making a claim can be a distressing experience, which is why our claims team are on hand to support you.
Call our claims team on 0345 677 7222*. Lines are open Monday to Friday 8am - 8pm and Saturday to Sunday 9am - 5pm.
If you have purchased Home Emergency, you can register your claim 24 hours a day and 365 days a year using the Home Manager digital journey or by scanning the QR code within your policy booklet or by calling 0330 123 1963*.
Flooding and storms can cause serious damage to your home. We provide some helpful information around what you should think about if a storm is on the way, and why not put what you’ve learned to the test by taking our home-care questionnaire.
*Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.