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Claims Information

Step by Step Claims Process

Legal & General understand how distressing loss or damage to your home can be and they aim to make your claims experience as quick and hassle-free as possible with their step-by-step claims process.

Step 1: Report to the Police (if applicable) 
Report the following to the police as soon as possible and get a crime reference number or loss report number: 
• Theft, attempted theft or loss of property
• Any loss or damage caused by malicious acts, vandalism, riot, civil commotion, strikes or labour disturbances

Step 2: Check whether you're covered 
Before you make a claim, check your policy schedule and policy booklet to ensure you have the correct level of cover. Pay particular attention to: 
• Any endorsements and excesses that apply
• Details of what will and won't be covered
• 'Claims settlement' at the end of each section - this tells you about any conditions that may affect the amount of any claim settlement
• All general exceptions and conditions

Step 3: Gather your information 
To help us process your claim quickly, please have the following information to hand:
• Your policy number
• The date and time of the loss or damage
• The police loss report number or crime reference number (if applicable)

Step 4: Make a claim 
To make a claim, please call us on one of the following numbers. All lines are open 24 hours a day, 7 days a week. Call charges will vary (except to 0800 numbers, which are free). Calls may be recorded or monitored. 

Home insurance: 0370 900 5565 (general home insurance claims) 
Home emergency cover: 0800 072 4680 (home emergency service provided by AXA Assistance UK Limited) 
Family legal protection: 0370 050 0962 (family legal protection claims) 
Legal helpline: 0370 050 0962 (obtaining legal advice) 
Domestic emergency helpline: 0800 408 9103 (advice in the case of a home emergency and you don't already have home emergency cover) 

Step 5: What happens next? 
• If your claim is accepted, we'll agree actions on the initial call and keep in touch by phone to let you know what's happening
• We may appoint a specialist to visit you, in which case we'll let you know
• Complicated claims, such as those for subsidence, may take longer than others to complete. If that's the case, we'll give you the name of a personal contact that'll keep you informed about progress

Let us call you back.

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