Claims FAQs

You may have heard people saying insurers use this term as a way of rejecting claims, but it’s actually not true.

An act of God refers to an event that was outside your control, like a natural disaster.

Did you know? The term ‘act of God’ isn’t used in insurance policies in the UK anymore.

In fact, UK insurers don’t exclude losses or damage caused by natural disasters… so your cover will include things like fire, floods and earthquakes.

If you’ve chosen to add our personal belongings cover, you may be able to claim.

It covers you for your personal items like handbags, jewellery and devices like mobile phones and tablets.

Good to know: your items will be covered no matter where you are in the world.

‘New for old’ means your insurer will replace your lost or damaged belongings with new items of the same type and quality as the originals, or they’ll pay you the amount it would cost to replace them.

An excess is the amount you have to pay towards a claim yourself.

When getting a quote for When getting a quote for Allianz Home Insurance, you’ll be asked to select how much excess you’ll be willing to pay when making a claim, you’ll be asked to select how much excess you’ll be willing to pay when making a claim. For most claims, our policy sets a minimum excess of £150, which can be increased up to £500 in exchange for a lower premium.

Yes, if you get a burst pipe at home, we do everything we can to put things right.

To make a claim, please give our claims team a call.

Our lines are open 24 hours a day, 365 days a year

Calls will be recorded. 

Yes, we use approved tradespeople and suppliers across the UK to inspect damage or replace goods on our behalf. Better still, any repairs they undertake are guaranteed for 12 months.

If you'd prefer to use your own tradesmen for repairs, you must get in touch with us before doing so.

Once you’ve called us to claim on your home insurance, you can relax. We can take care of everything.

We make the process quick and hassle-free. Our dedicated claim handlers will support you through the process and we can organise all repairs or replacements.

To start a new home insurance claim, please call our claims team and we’ll get to work. Your dedicated claim handler will help you all the way through the process.

Once we have all the details, it’s over to us. We’ll keep in touch regularly to let you know what's happening and may send suppliers to inspect any damage or handle the claim on our behalf.

Our lines are open 24 hours a day, 365 days a year

Calls will be recorded.

Yes, you’ll have to pay the excess that applies. The amount will vary depending on the type of claim.

If you decide not to proceed with your claim before we've replaced any items or sent out a tradesperson, your claim will not affect your renewal premium.