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Household Claim


  • A large percentage of fires start in the kitchen. Appliances should be checked out to make sure they are in full working order.
  • Other things that often cause fires are chip pans, candles, cigarettes, electric blankets/heaters and overloaded plug sockets. Extra care should be taken when using these items in the home.
  • Smoke alarms save many lives and huge amounts of damage every year. We recommend they are fitted and checked regularly to make sure the batteries are working.


  • There isn’t much that can be done to stop a flood happening but steps can be taken to minimize the damage they cause.
  • If flooding is imminent and if there is time the home should be made secure and valuables items and essential moved to an elevated place or upper floor. All utilities like power supply, water supply, gas supply etc. should be turned off at their source and all electrical items should be disconnected if possible.
  • If the policyholder lives in a flood risk area, there are additional steps that can be taken and we suggest contact is made with the local environment agency for further details or for them to call Floodline on 0345 988 1188.


  • The condition of the outside of the home is really important when trying to prevent storm damage. All policies require the policyholder to keep the buildings in good order.
  • The gutters and down-pipes should be checked for blockages. Backed up gutters can send water flowing into the home during periods of heavy rain.
  • The roof should be checked for damaged or loose tiles. A roof in good repair is more likely to withstand the pressure inflicted by high winds and keep water out.
  • Some areas like flat roofs, fascia boards and boundary walls are difficult to inspect and if the policyholder is unable to check themselves we suggest a relevant building expert should be used to do this for them.


  • Many thefts are perpetrated by so called ‘opportunistic’ criminals. Preventing these is often down to the installation of deadlocks on doors and downstairs windows.
  • The home should be made secure when there is no-one present, even if the occupier is only going out for a few minutes
  • If the policyholder is going away, they should do what they can to make the home appear lived in. A neighbour can be asked to collect delivered mail and timers can be used on lights if the policyholder has them
  • Garages and sheds are attractive to criminals as they are easier to get into and often contain valuable items such as tools, bicycles or gold clubs. Making sure these are securely locked is another important step to minimising the risk of a theft
  • Leaks, burst pipes and water damage
  • The biggest risk of water damage occurs when the policyholder is away from the home for a period of time and during the winter
  • Pipes can freeze and burst causing large amounts of damage so it is important steps are taken to avoid this
  • Insulation and lagging should be checked on water pipes and tanks. If the policyholder is going away in the winter the policy conditions in the Policy Booklet should be checked to ensure that they are complying with them
  • In addition, the central heating should be kept on at a low temperature to avoid pipes becoming frozen. If the central heating is turned off, then the system should be drained and the water switched off at the mains
  • If any mould or damp patches are seen, they should be checked as soon as possible. This might help locate and stop gradual leaks, the damage from which may not be covered by the policy.


  • Spills on carpets how to prevent carpet stains
  • Scoop up as much of the spill as possible, with a spoon or pallet knife (i.e. blunt edge), always working towards the centre of the spillage
  • Blot the stain, do not rub or scrub as this may damage the carpet and push stain further into the pile. Gently press clean cloths into the stained area to remove moisture
  • Apply warm, not hot, water to keep the area damp and blot until the stain stops transferring to the cloth
  • If the stain can still be seen, repeat the application of the warm water
  • Place layers or white paper towels on the spill to absorb water
  • If the stain can still be seen, it may mean the stain has penetrated deep into the pile and may have wicked up the surface.


Place polythene or cling film over the stain to keep it moist.

Do not

  • Lift the carpets and roll them.
  • Rub the stain.
  • Use detergents or cleaning products.
  • For clean water damage (Escape of water)


  • Turn off the water supply to try and prevent further damage
  • Mop us as much water as possible. Use a wet/dry vacuum if possible
  • If it is dry outside, open windows to ventilate rooms as much as possible
  • Be aware and careful of slippery surfaces
  • If a fan is available, blow cold air through the room (Unless mould or mildew is present. In this case do not circulate air) but ensure windows are open before using the fan

IMPORTANT: A fan or other electrical equipment must NOT be used on a wet floor or surface.




  • Stay out of affected areas
  • Close internal doors to the affected areas as much as possible
  • Be aware and careful of slippery surfaces
  • Keep the temperature low and the affected rooms ventilated by opening doors/windows to the outside.

Do not

  • Attempt to remove any affected items (Due to possible health risks)
  • Attempt to clean
  • Turn on/use any electrical items that have been affected by water condensation



  • Stay out of affected areas
  • Close internal doors to the affected areas as much as possible
  • Be aware and careful of slippery surfaces
  • Keep the temperature low and the affected rooms ventilated by opening doors/windows to the outside.
  • In case of burst pipe or leak, turn off the water supply at the mains immediately

Do not

  • Turn on or use any electrical items that may have been affected by water or contamination
  • Enter a room where standing water is evident if the sockets are submerged.
  • Lift or remove carpets or soft furnishings outside
  • Apply heat to the carpet in an attempt to dry (This can cause shrinkage and possible structural damage)
  • Use any cleaning solutions, including bleach, detergents or disinfectants
To make a claim, call us on 0800 84 94 240 or