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Our home insurance customers
If you already have a home or contents policy with us and need to get in touch, our team of experts are here to help.
For general information, please see our home and contents insurance FAQs.
Changing your current policy
If you want to change your Hiscox home insurance policy, you can do it by phone or email.
How did you buy your policy?
Direct from Hiscox
If you bought your policy directly from us and want to update your details, renew or make changes to your policy, cancel your insurance or request documents, please call us on 0800 247 1902, 9am to 5pm Monday to Friday.
Alternatively, you can email us at [email protected]
0800 and 0808 numbers are free from landlines and mobile phones (although some phone providers may count calls towards free minute bundles). Calls from outside the UK may be charged so you can also contact us on our local call option number +44 (0) 1904 618 200.
From Hiscox Private Client
If you bought your policy directly from our Private Clients team and want to update your details, make changes to your policy, cancel your insurance or request documents, please contact your account manager.
From a broker
If you bought your policy through a broker, you should contact them directly to discuss any changes to your policy.
Making a claim
At Hiscox, our experienced team take pride in our customer-focused service in the event you need to make a claim.
What do you need to make a claim
We will need the following things so that we can identify your policy and assign you a dedicated claims handler as soon as possible:
- Your full name
- Address and post code
- Circumstances of the claim
- Contact phone number
- Your policy number (if available)
How to make a claim
Home insurance claims
How did you buy your policy?Direct from Hiscox
To make a claim, please call us on 0800 247 1902 (8:30am to 5:30pm Monday to Friday) and select the option to make a claim, or email us at [email protected]. From mobiles or overseas, call +44 (0) 1904 618 200.
You can also log most UK property and casualty claims quickly and easily online through our claims notification portal.
From a broker
If you bought your policy through a broker please call us on 01206 773 776 (9am to 5:30pm Monday to Friday) or email us at [email protected].
Home emergencies
If you have an emergency and require the immediate assistance of a tradesperson, please call us (24 hours a day). Please note that if you bought your policy directly, you will need to also have purchased home emergency cover, in order to benefit from this service.
For policies which began on or after 13/05/2020 or policies which have renewed on or after 27/06/2020, please call 0800 1700 291 or go online at www.hiscox.homeemergency.co.uk
Legal advice or claim for legal expenses
For confidential legal advice, or to claim for legal expenses, please call 0117 934 0449. Please note that if you bought your policy directly, you will need to also have purchased legal expenses cover, in order to benefit from this service.
Medical assistance
For medical assistance abroad, please call +44 (0) 207 902 7120 if you bought your policy through a broker or +44 (0) 207 902 7990 if you bought an annual travel insurance policy. These lines are open 24 hours a day, seven days a week.
What else you can do
Make sure you report any stolen items to the police as soon as possible. If you need to take action to prevent further damage or loss then please do this (bearing in mind that we need to assess the circumstances before we can confirm cover).
What happens next
If you have notified us of your claim by email, your dedicated claims handler will contact you within 48 hours to let you know if they need any more information from you.
You can rest assured that your claims handler will be experienced in your specific type of claim and will understand any concerns you may have. They will appoint external experts if necessary and be there to support you every step of the way.
Our claims promise
We always start by assuming your claim is valid.
When things go wrong, we’re the experts in putting it right. You can trust us to act swiftly and in your best interests – it’s what we do.
Superior claims handling
Our commitment to you is a superior claims service. This is delivered by our team of UK-based specialists who promise:
- Expertise – our claim handlers are specialists in their field. They’re empowered to make decisions and will appoint any additional experts needed to get the best outcome for you
- Efficiency – we make the claims process as fast and as simple as possible. Straightforward claims are often settled the day we receive them, and in all other cases you’ll be given your own specialist claims handler within 48 hours who you can contact directly
- Empathy – we understand the circumstances resulting in a claim can be highly stressful and we’re here to minimise the disruption to your life
- Fairness – we always act in good faith and honour the intent of the policy
Useful Links
Useful Links
Supporting vulnerable customers
At Hiscox, ensuring the fair treatment of customers, regardless of their circumstance, is a given. If you have any special requirements, please do not hesitate to get in touch.
Complaints
If we don’t deliver the highest standards of service, or if we make a mistake, then we want to know about it.