Claims Information

Reporting a Claim

Accidents or damage should be reported as promptly as possible by Policyholders telephoning us on 028 9089 1320 during business hours.

When you call, please provide your policy number, details of what happened and the time and date of the incident.

A Claims form should be completed and submitted with documentation to support the claim.

A link to this form can be found at the bottom of the page.

Emergency Helpline

Policyholders may telephone our Emergency Helpline on 0845 2064684 for assistance with emergencies involving plumbing or drainage problems which may involve flooding, failures of their gas or electricity supplies, damage to their roof where damage to the interior of the house is likely or emergencies involving water or oil leaks. Policyholders should identify themselves as customers of Allianz and give details of the emergency. In appropriate cases a qualified repairer will be instructed. We monitor the charges of this service to ensure they are kept as low as possible. Policyholders should pay the repairer but may be able to claim the cost if the nature of the emergency is covered by their policy.
Gas leaks must always be reported to the gas authority.

Legal Helpline

Policyholders may use our Lawphone service which gives access to advice on personal legal matters by telephoning 0117 976 1006 stating they are a customer of Allianz and quoting the Scheme number given in their policy.

Preventing Damage to Your Home

The risk of damage by fire and water can be reduced by home owners taking some basic precautions. We recommend that the following steps be taken:

• - check electrical equipment regularly and always use the correct fuse
• - unplug unneeded electrical appliances, particularly television sets and electric blankets, at night
• - never leave a chip pan unattended
• - fit fire alarms and test weekly
• - ensure all water pipes are lagged and all tanks insulated on top and sides
• - know where the stopcock is located and check its operation regularly
• - keep drains and gutters clear of leaves and blockages

If the house is empty overnight in winter

• - keep the central heating operating (but do not leave open fires burning)
• - leave the loft access open to allow warm air to circulate in the roof space
• - if there is no central heating close the stopcock and drain down the water system
• - have the house checked during absence by a neighbour or friend

In the event of a burst pipe or overflow of water tanks:

• - close the stopcock
• - turn on all taps to drain the water system
• - switch off the electricity supply
• - turn off the central heating system
• - move furniture and fittings away from escaping water
• - catch escaping water in containers
• - if pipes have frozen, thaw out gently - do not use blowlamps.

Theft Prevention

To prevent unauthorised entry to houses it is recommended that precautions include:

• - the fitting of mortice deadlocks or deadlocking rim latches to all external doors
• - the fitting of window locks which should be secured and the key removed whenever the house is unoccupied
• - stopping of newspaper and milk deliveries during holiday absences
• - the placing of valuables into safe custody during absences and use of a safe or bank deposit for items of jewellery, watches etc.
• - setting the alarm (where installed) every time the house is left.

Because improved vehicle security prevents cars being stolen without a key, houses are being entered to obtain vehicle keys. Keys should:

• - not be left in view from windows
• - not be left on a hall table from where they may be hooked through the letter box
• - always be kept securely by drivers
• - be taken to the bedroom at night.

Garden equipment and tools should be kept in locked garages or garden sheds.

Record Keeping

Experience shows that, despite precautions, thefts and damage by fire and water still occur. When claims arise we shall settle them as promptly as possible. The process will be assisted if a policyholder can provide detailed information about the items that are the subject of the claim. It is recommended that policyholders keep details of their property by:

• - having photographs of jewellery, valuables and paintings
• - keeping receipts for major items of household furniture
• - having details of model and serial numbers of the main items of electrical equipment, home entertainment and computer hardware
• - keeping an inventory of the contents of each room and of garages and sheds
• - having records of when and where items in the house were purchased.