Making an insurance claim

Making it easy for you

In an emergency

In the first instance call

0345 3000 130Call telephone number 0345 300 0130

Monday to Friday 8am-6pm and Saturdays 9am-1pm

Or call the 24 hour Emergency Homeline

0345 3000 170Call telephone number 0345 300 0170

Before you call
  • Call the police if your claim is the result of a criminal act or accidental loss outside your home. Make sure you get a crime or lost property reference number.
  • Make any urgent repairs to prevent further damage but speak to us before making any other repairs.
When you call
  • Your details will be checked to verify your identity.
  • The details of your claim will be taken - what happened, when, where and details of the loss or damage.
  • You will then be informed if you’re covered for the loss of damage and any excess that applies.
What you’ll need
  • A list of everything that’s been lost or damaged
  • Keep any damaged goods as we may need to see them
  • We may also ask you for more information to support your claim such as for proof of ownership, valuations and estimates.
What happens next?
  • After you’ve made your claim, if required, a qualified tradesmen will be contacted to repair or replace your damaged or lost items.
  • If you can’t live in your home due to an event covered by your insurance, alternative accommodation will be provided.
  • In some cases, where we do feel you need extra support, a Personal Claims Consultant will be sent to visit your home. They’ll be your single point of contact and will provide you with all the help and advice you need.
  • Depending on the extent and type of damage, we can repair or replace things or make a cash payment.

Additional info

You’ll find further information about your policy, such as what’s covered, additional cover, useful phone numbers and answers to frequently asked questions, here:

Find out moreabout information on your policy

What to do if you have an accident?

  • Don't leave the accident scene.
  • Call the emergency services if anyone is injured.
  • Obtain the details of all witnesses.
  • Note the details of any third party, including name, address, vehicle registration number, the name of their insurance company and their policy number.
  • Take pictures of the accident scene with your mobile phone.
  • Do not admit liability, seek settlement or offer to negotiate.
  • Report the accident to us as soon as possible on 0344 209 0477Call telephone number 0344 209 0477.

What to do if your car is subject to a theft, attempted theft or malicious damage?

What to do if your car windscreen or window glass is broken or damaged?

If you have comprehensive cover and your claim is for the car windscreen, side or rear windows, or the sunroof.

Contact the claims department on 0800 072 7503Call telephone number 0800 072 7503.

Claims under this section will not affect your no claims discount.  If you do not have comprehensive cover, you can still call the claims department but you will have to pay the cost of the replacement or repair.

Did you know that you can manage your policy online with our self-service centre?

You can:

  • Access your policy online 24-7
  • View, download or print your policy documents
  • Change your payment details
  • Make a payment
  • Change your policy details

Log into the Self Service Centreto manage your policy online

Register onlinefor the self service centre

Emergency Medical Assistance or Repatriation

Telephone 01633 439016Call telephone number 01633 439016

If you call the above number it will be answered in a call centre operated by AXA Assistance who will service your call.


For travel insurance claims, telephone 0800 731 4044Call telephone number 0800 731 4044.

Important legal information

Lloyds Bank plc Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No.2065. Telephone: 020 7626 1500. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. We also subscribe to The Lending Code. Details can be obtained from www.lendingstandardsboard.org.uk.