How to make a house insurance claim
First check your house insurance policy booklet and your policy summary carefully to make sure that the loss or damage is covered by your policy.
Call the telephone number shown on your policy summary as soon as possible to report the loss or damage. A claims advisor will tell you how to proceed with your claim.
If you are asked to complete a claim form, please fill it in and return it as soon as possible to the address shown on the claim form. You should also enclose any other information you have been asked to provide.
If you have had to pay a tradesman to make urgent repairs to prevent further loss or damage you should ask for and keep any receipts they give you.
For non-urgent repairs or replacements, please follow the instructions we give you. We may ask you to get estimates or want to see the damage ourselves before agreeing to any work.
Please make sure you provide the policy number shown on your summary each time you contact us.
What if my property has been burgled?
If something has been stolen from your home or you home has been broken into, call the Gardaí straight away and make a note of the crime reference number which they will give you.
Home insurance customer service helpline:
Call us on 01 6179104 for policy advice and questions.
Lines are open Monday to Friday 9am to 6pm.
Home Insurance Claim - Frequently Asked Questions
All you need to know about House Insurance Claims
How to register a claim?
What questions will I be asked when I call to register a claim?
What information will I be asked to provide to support my claim?
Who are the approved suppliers and specialists and what do they do?
What is a policy excess?
How will I know if my claim is covered by my policy?
What should I do if I believe my house is suffering from subsidence?
Is my policy 'new-for-old'?
How long will it take to sort out my claim?
How to register a claim?
Your claim will be registered directly with your insurer. Their contact details can be found on your Policy Booklet. You will need to know who underwrites your house insurance policy to ensure you contact the correct company.
What questions will I be asked when I call to register a claim?
You will be asked what happened and when it happened and what action you've taken so far. Then you'll be asked what you're claiming for and the approximate cost(s) involved.
What information will I be asked to provide to support my claim?
It is helpful if you keep receipts, guarantees, instruction manuals, valuations or photographs for your most valuable items in a safe place as these may help to support a claim on these items. By valuable items we mean jewellery, watches, paintings, collectors' items and any items/sets of gold or silver.
You may also be asked to provide estimates or invoices for claims involving repair or replacement of items. If the claim involves a building repair, normally two estimates are required for comparison purposes.
If the incident involves theft or criminal damage, or if any property has been lost outside of the home, you should inform the Gardaí immediately and make a note of the incident number. Which they will give you.
Who are the approved suppliers and specialists and what do they do?
All insurers have a national panel of approved specialists and suppliers who may be appointed to inspect damage or replace goods on your insurer's behalf. Full details of the specialist or supplier and the next steps for your claim will be discussed with when you report the incident.
Insurers also have a team of Claims Advisors, who manage the settlement of your claim and may visit you at home to discuss your claim in detail.
What is a policy excess?
The policy excess is the part of each claim that you agree to pay – your insurer will cover the remaining amount. Details can also be found in the policy schedule.
Your insurer may deduct the amount of the policy excess from the settlement of your claim, or alternatively the appointed specialist or supplier will collect this amount from you on our behalf.
How will I know if my claim is covered by my policy?
Wherever possible, your insurer will let you know during your first call whether your claim is covered by your policy.
It may help you to read through the policy booklet along with your schedule of cover before ringing to report your claim.
What should I do if I believe my house is suffering from subsidence?
Subsidence is the downward movement of the ground supporting your house which usually results in the appearance of small diagonal cracks to the weaker parts of the house. These cracks normally appear above and below windows and doors. Contact your insurer directly and they will advise on the steps you need to take.
Is my policy 'new-for-old'?
Yes, the contents section of your policy is covered on a 'reinstatement' or 'new-for-old' basis. This means that all items will be replaced with the new equivalent.
For example, if you have damaged your suite of furniture that's five years old, we will replace it with the latest available equivalent model. Refer to your policy booklet for the conditions that apply to this cover.
How long will it take to sort out my claim?
Some claims are more straightforward than others – when you call to register your claim, the claims advisor will give you an indication of the timescales involved.