A claim already with us
Everything about a claim that has already been reported: what to quote, what to send, and what a decision looks like.
Quote both references
Your claim reference is in the confirmation email and at the top of every letter about the claim. Your policy reference is on your policy schedule.
Quoting both in the same message is the difference between an answer and a question back.
Sending something in
Photographs, invoices and repair quotations can be added to the claim in the customer portal, or sent to the claims mailbox, at any point while the claim is open. Say which claim they belong to in the subject line.
When a decision has been taken
A decision on a claim is always sent in writing. The decision letter sets out what was decided, the date it was decided, and the reason behind it.
Keep that letter with your claim papers. If you ever come back to the claim, the letter and its date are what anyone here looks for first.
If you do not agree with a decision
A decision on a claim can be looked at again. That runs through the complaints route, and it starts on the complaints page.