Making a home insurance claim

You're in safe hands with Lloyds Bank Home Insurance. 

When it comes to making a home insurance claim we'll keep things simple. Here's our step by step guide on how to make a claim; helping you get back to normal as soon as possible.

How we'll assess and handle your home insurance claim

1. Before you call us

Here are some basic steps that you may need to take before you get in contact with us:

  • you should call the police if your claim is for theft, attempted theft, riot, a malicious act, vandalism or accidental loss outside your home. Make sure you get a crime or lost property number
  • if possible and safe to do so, make any urgent repairs to prevent further damage to your home, such as fixing a forced lock or broken window. Make sure you keep any receipts for the work carried out. However, please speak to us before making any other repairs on your home as part of your claim
  • have a look at your policy booklet and policy schedule to check your level of cover and have your policy number to hand.

2. Call us

To help process your claim, it helps us if you have your Home Insurance policy reference to hand. Double check the first three letters of your policy number (for example HAP). Your policy reference can be found on any letters from us or on your policy schedule.

Please check the reference your policy starts with and call us on:

HAP - 0345 3005 177
HIA - 0345 3000 170
HDA - 0345 3005 177
MHA - 0345 3001 520

If you can't find your home insurance policy reference don't worry, we can still help. We'll just need to take a few of your personal details.

All other policies - 0345 3000 110

Lines are open Monday - Friday 8am - 6pm, Saturday 9am - 1pm. Calls will be recorded and may be monitored for training and quality purposes.

3. We'll discuss your claim

We’ll help you through every stage of your home insurance claim. Here's what you can expect from us.

We’ll take the details of your claim:

  • what happened
  • when
  • where
  • details of the loss or damage.
  • we‘ll let you know if you’re covered for the loss or damage and any excess that applies.

Please make sure you give us as much detail as possible to help us process your claim. Withholding information about your claim may affect your claim.

4. What you'll need to give us

We'll ask you for a list of everything that’s been lost or damaged. Keep any damaged goods as we may need to see them. With the exception of freezer food, where a list would be suitable.

We may also ask you for proof of ownership to support your claim, such as:

  • receipt
  • invoice
  • credit agreement
  • pre-loss valuation
  • photos or videos.

5. How we'll look at your claim

We're here to help if the worst happens and you need to make a home insurance claim.

Here's what you can expect from us:

  • depending on the extent and type of damage, we can rebuild, repair, or replace your things, or give you a cash payment
  • if your claim is complicated, say after a flood, we will determine if a Personal Claims Consultant should visit your home and help you make a list of the damage. They’ll be there for you with all the help you need
  • we’ll give you advice on the next steps to take.

6. Helping you get back to normal

We will try and handle your claim as quickly as possible so you can get back to normal.

This is what we'll do:

  • we have trusted suppliers who can repair or replace your lost or damaged items, including electrical equipment, jewellery, bikes and furniture
  • we can also arrange for a trusted company to make structural repairs to your home. And if you can’t live there until it’s repaired we’ll provide alternative accommodation for you, your family and pets
  • we guarantee all claims related to work done by our approved contractors for a minimum of 12 months from the date of completion.

Limits, terms and exclusions apply.

Existing customers

If you already have our home insurance, here you'll find information about what's covered in your policy, useful phone numbers and what you can do to make sure you've got all the cover you need.

Additional cover options

It's important to keep your policy up to date. If your situation changes you may need to update your policy to make sure you have the right level of cover. You can add a wide range of additional cover options to tailor your policy to your requirements. Limits, terms and exclusions apply.

Frequently asked questions

If you'd like more information about our home insurance policies or any of the additional cover options, we're here to help.

You can find answers to some of the most frequently asked questions here.

Important legal information

Lloyds Bank plc. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065. Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278.

Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS).