Guide to making a home insurance claim

It is reassuring to know what to do if something does go wrong and you have to make a claim on your house insurance.

This short guide aims to help and inform so that the process of making a claim is as smooth and swift for you as we can possibly make it.

So that you are best prepared in the event of an accident, the first thing we would suggest is to add the A-Plan telephone numbers to your phone contacts. Your branch number can be found here. If it is out of office hours, you will find some helpful claims information here.

Home Guide

What to do if you need to make a claim?

If during working hours, please contact your A-Plan branch as quickly as possible. Our friendly and understanding advisers will be keen to help you.

Where urgent out of hours help is needed, please contact your home insurer directly on the claims helpline number which will be found in your policy documentation. You can also find a list of claims helplines here. You will need to provide your policy number and some details of when and where the problem occurred and what damage has resulted.

If you are unable to make contact with your insurer (for example, during exceptionally busy periods) you may wish to arrange your own contractor to carry out the initial emergency repairs – please keep receipts to assist with recovery of these costs from your insurer (where the policy includes cover).

In any event please call your A-Plan branch as soon as you are reasonably able to do so and we will help guide you through the process.

Theft/Loss of property and malicious damage

Following a theft, attempted theft or loss of property, report the incident to the police as soon as possible and get a crime reference number or loss report number which will be required by your insurers. The same applies to any malicious damage or vandalism.


If you have purchased optional home emergency cover (through DAS) the helpline number is 0800 032 3867.
In the event of a fire at your property (however minor) please call the emergency services as soon as it is safe and possible to do so.

If you smell gas call the National Gas Emergency Service on 0800 111 999.

You can also use this number to report a gas or carbon monoxide emergency, or if a pipeline is struck (even if no gas leak has occurred).