How to make a claim
At Hiscox we always try to go the extra mile to provide a speedy, efficient, courteous and fair handling of your client’s claim to minimise the disruption to their lives.
We know how frustrating it can be to have to repeat yourself to different people every time you call, so if the claim cannot be settled immediately, you will be allocated a dedicated Claims Underwriter who will take you through the claims process and handle the claim to conclusion.
If you are notified of a loss and need to contact us to register a home insurance claim on behalf of your client, please contact us immediately on one of the following claims lines:
In the UK: 0845 213 8776
Our UK based Claims Underwriters are available from 9:00- 17:30, Monday to Friday.
If you are overseas: +44 1206 773776.
If your client has a home emergency, such as a burst pipe for instance, and requires the immediate assistance of a tradesperson, please call us on 0800 731 3639 (available 24 hours a day). We suggest that the client makes this call themselves as key information about the incident will need to be captured, along with their availability for a tradesperson to visit in order to resolve the emergency.
Alternatively, you can notify the claim in writing by fax on 020 7448 6923, by e-mail to property.claims@hiscox.com or by post to:
Hiscox Claims
PO Box 420
Sittingbourne
Kent
ME10 1WB
If a claim has already been reported to us, please contact the relevant Hiscox Claims Underwriter directly or call the phone number quoted above giving our claim reference, or the policy number.
For 24 hour emergency medical assistance while your client is travelling abroad, please contact 0870 473 0020. Please note that this service is only available if your client has taken out travel insurance with us. We suggest that the client makes this call themselves as key information about the incident will need to be captured to ensure that the best possible assistance and advice can be given.
For confidential legal advice on personal tax matters, and for family legal protection claims, please contact DAS Legal Expenses Insurance Company Limited on 0800 731 3548. Please note that DAS will need to discuss the claim directly with the client.
For all claims it would be helpful if you could provide the Hiscox policy number and full details of the claim, including the date, amount and circumstances.
What you need to make a claim
The more information that we receive at the point that the claim is notified to us, the better placed we are to determine the right next step for the claim; in fact, having more information may enable us to settle the claim there and then.
We don’t need to have claim forms completed, as we appreciate that this is a hassle for the customer and yourselves, and can slow down the claims process. However, there is still key information that we will require in order to consider a claim. In order to help you capture the right information from your client at the outset, please see our guidance notes outlining the information we may require, based on the type of claim.
We hope you find this information useful, and welcome any feedback you might have.
If you have any feedback on this broker centre claims section please email lisa.kerry@hiscox.com
