Antique mansion hallway

 

Making A Claim

Our dedicated handlers are available Monday to Friday, 9am to 5pm and we have a 24 hour home emergency line and online claims reporting that offers a round the clock service.

Before making a claim please refer to your policy wording to obtain specific guidance on any necessary action you need to take and have your policy number to hand. If you’ve suffered a theft make sure you report this to the police as soon as possible so they can commence their investigations and give you a crime reference number.

Household claims

 

Call

0344 983 8360 (Monday to Friday, 9am to 5pm)

Or contact our 24 hour home emergency line on 0208 603 9849

 

Email

claimsteam@homeandlegacy.co.uk

Travel claims

 

Call

0344 893 8360 (Monday to Friday, 9am to 5pm)

Or for emergency medical assistance on your travel policy call +44 (0) 208 686 1666

 

Email

claimsteam@homeandlegacy.co.uk

Landlord claims

 

Call

0344 893 8360 (Monday to Friday, 9am to 5pm)

 

Email

claimsteam@homeandlegacy.co.uk

Motor claims

 

Call

0330 102 1772 (Monday to Friday, 9am to 5pm).

 

Email


claimsteam@homeandlegacy.co.uk

Your handler will advise on what we need from you to progress the claim. This may include proof of ownership, photographs to evidence damage or estimates for repair/replacement.
After reporting your claim online, a dedicated claims handler from our specialist team will be in touch the next working day.
For complex claims, it may be necessary for us to appoint a Loss Adjuster or other specialist to assist to progress the claim.
Your dedicated claims handler will deal with the claim from start to finish, and will be the main point of contact.
Once your claim is agreed, our claims settlement methods are flexible. In most cases, claims can be settled by cash payment, repair or replacement.

Recognised for our quality of service

Insurance Times E-trading Survey 2020 - Five star rating for ‘Quality of Support’
Shortlisted ‘Best Insurer Extranet’ Tech & Innovation Awards 2021
 Insurance Times E-trading Survey 2021 - Four star rating for 'Overall Experience'
 Insurance Times E-trading Survey 2021 - Five star rating for 'Quality of Support'
Shortlisted ‘Claims Team of the Year’ British Claims Awards 2020
Shortlisted ‘Customer Care’ Insurance Post Claims Awards 2020

At Home & Legacy, customer satisfaction is of the utmost importance to us. We use a range of customer satisfaction metrics to measure the service we provide to customers and discover ways to improve. A key component part is Net Promoter Score (NPS).

This customer loyalty and satisfaction measure is worked out by asking customers how likely they are to recommend us on a scale of 0-10. The score can measure from -100 to 100, with 0 representing a neutral response. 

The fact that so many companies use Net Promoter Score means that it helps to benchmark performance against other companies in similar or different sectors worldwide, but Home & Legacy’s high scores consistently achieve a "world class" benchmark.

In 2020 our overall average NPS score was 73.1 and in 2021 NPS was...

Home & Legacy Insurance Services Ltd is a wholly owned subsidiary of Allianz Holdings plc and is registered in England number 3007252. Registered office: 57 Ladymead, Guildford, Surrey GU1 1DB. Home & Legacy Insurance Services Limited is authorised and regulated by the Financial Conduct Authority. Financial Services Register number is 307523. Please note that telephone calls may be recorded for training and/or monitoring purposes.