What is classified as a home emergency?

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Please Note: We’re currently experiencing a technical issue that may affect access to your customer portal. In the meantime, you can still report a claim or breakdown as normal by calling 0203 738 7300.

Unfortunately your broker may be currently experiencing technical issues with their customer portal, which may prevent you from logging in. We apologise for any inconvenience this may cause. Please contact them for any insurance queries and you can report any claims by calling 0203 738 7300.

Please Note: On 25th May 2026, due to the bank holiday, our Customer Services teams will be closed. If you require an update on an existing claim, this is available via your broker customer portal. You can still report a new claim or home emergency by calling 0203 738 7340

Examples of home emergencies include:

Your roof is leaking after a storm
Your home is insecure after a burglary
Your only working toilet stops functioning
A pipe bursts inside your home and cannot be controlled
A wasp nest is found within your property boundary
Your boiler has broken down (and you have Ultimate cover)

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