Home Insurance covers the cost of repairing or rebuilding your home, or replacing the things in it if they’re damaged, lost or stolen.

If you’re making a Home Insurance claim, find everything you need to know in our guide.

Step 1: Contact us

If you need to make a Home Insurance claim, call us on 0845 610 0301 (we’re open from 8am – 8pm Monday – Friday and 9am – 5pm Saturday). Or write to us at:

AXA Insurance
Household Claims Department
PO BOX 441
Bristol
BS34 8YR 

Please include your claim reference number on all correspondence.

For a Specialist Home Insurance claim, call us on 0800 916 6890 (we’re open 9am to 5pm Monday to Friday). Or write to us at:

John Lewis Specialist Home Insurance Claims
50 Kings Hill Avenue
Kings Hill
West Malling
Kent
ME19 4JX

The claims handler will take your personal details and check your policy.

Step 2: Details of your claim

The claims handler will then ask for details of your claim and explain any excesses that are due to be applied. The more details you can provide during the first call, the quicker the claims process will be.

Always have your policy details at hand and try to give a full explanation of how the accident or incident occurred. We don’t always need receipts for your contents but for valuable or unique items, receipts may speed up the process of settling the claim.

Step 3: Putting things right

Contents claim

If you’re claiming for accidental damage to your contents, the claims handler will decide if the item could be a possible repair. They may allocate a supplier to inspect the item to help make this decision.

If the item cannot be repaired the claims handler will value your replacement on a like for like, new for old basis. We don’t make any deductions based on wear or tear. A supplier may also be allocated to value and replace the item.

They’ll give you the option of a replacement or a cash settlement. They might also ask for receipts and photos of the accident before settling. If we do pay cash the amount we pay will reflect any discounts we may have received had we replaced the property.

Buildings claim

If you’re claiming for damage to your buildings, the claims handler may send a surveyor to your home to value the work that needs to be done. The appointed surveyor will validate the damage and if the claim is covered a cash settlement will be offered that you can use to pay for the repairs. If you’d like the work to be completed for you, then a tradesperson will be contacted.

If you’re claiming for a large loss such as a flood, escape of water (for example a burst pipe), fire or subsidence, the claims handler may send a loss adjuster to your home to survey the damage caused.

The loss adjuster will then contact the correct tradesperson and suppliers, to repair the damage and manage the process for you. They’ll offer a cash settlement if you prefer.

Step 4: Settling your claim

If you take a cash settlement, this will be paid directly into your account when the amount has been agreed, and this is when your claim will be closed.

If your items are being replaced, the claim will be closed once you have received them.

If a loss adjustor has been appointed, your claim will be closed once you accept a cash settlement paid directly into your account, or all works are complete and replacement items provided.

If any excess is due to be applied this will be deducted from your settlement.

Home Emergency

If you need to make a Home Emergency claim, please contact us on the relevant number stated below, depending on which policy you have:

If you have John Lewis Home Insurance

Call us on 0845 603 1274

Or, if you have John Lewis Specialist Home Insurance

Call us on 0845 677 8897

Our trained advisors will provide immediate advice on how to minimize the impact of the emergency. They can also organise a qualified tradesperson to visit your home, in many cases within two hours.

Your policy will provide full details of the cover that is available, but they can usually assist with the following:

• Plumbing problems related to leaking pipes, blocked drains or leaking radiators and blockages in toilet waste pipes

• Securing a property when windows and/or doors have been damaged

• Complete failure of the gas or electricity supply within the property

• Central heating or boiler failure

• Vermin inside the property.

The cost of the tradesperson's call out and labour charges, parts and materials will all be covered up to the limit stated in your policy. 

Car Insurance protects you against legal liability for any expenses if you injure someone or damage their vehicle or other property while driving.

If you’re making a Car Insurance claim, find everything you need to know in our step-by-step guide.

Step 1: Contact us

If you need to make a Car Insurance claim, call us on 0845 610 0360 (we’re open 24 hours). Or write to us at:

John Lewis Car Insurance Claims
Ageas House
The Square
Gloucester Business Park
Gloucester
GL3 4AD

For a windscreen claim call us on 0845 610 0361 (we’re also open 24 hours). The claims handler will take your details and check your policy.

Step 2: Details of your claim

The claims handler will then ask for the details of your claim. The more details you can provide during the first call, the quicker the claims process will be.

Important information to provide:

• Registration of any other vehicles involved in the accident
• Details of witnesses
• Photographs of the accident and damage to vehicles involved. 

When you have an accident, you should never admit fault until you’ve spoken to your insurer.

Step 3: Putting things right

The claims handler will then work out if the damage that’s been described is beyond economical repair. If this is the case, your car will be inspected by a garage or engineer and confirmed a total loss.

If your car needs to be repaired, you have the option of using an approved repairer or using you own repairer.

Approved repairer

If you choose to use one of our approved repairers, the garage will contact you to arrange repairs and also offer a replacement car if yours isn’t safe to drive.  If your car is safe to drive then you’ll be offered a courtesy car when the garage collects yours for repair (with comprehensive cover only). 

Your own repairer

If you choose to use your own repairer, the claims handler will ask you to get an estimate for repairs from two garages. You should send the quotes to the insurance company and they will choose which you should use and then authorise the repairs. 

Once the quote has been authorised you’ll be told to go ahead and book with your garage for repairs. You’ll be sent a letter with the necessary information instructing your garage of the procedure they need to follow.

Step 4: Settling your claim

If your vehicle is beyond economical repair, the insurer will send you an offer of a settlement amount, based on the current value of your vehicle. If you need to pay an excess, this will be deducted from the settlement amount. Or, if you have any outstanding loan payments left on the car, these will be paid and if there is a balance left after this, it will be paid to you.

Approved repairer

If you’ve used an approved repairer, the claims handler will ask you to pay the excess to the garage when you collect your car and return your courtesy car (provided only if you have comprehensive cover). The garage will then send an invoice for the repair work. All repairs are guaranteed for three years.

Your own repairer

If you’ve used your own repairer, the claims handler will ask you to pay the excess to the garage. The garage will then invoice John Lewis Insurance for the repair work.

To make a Car Insurance claim now call us on 0845 610 0360.

This is the claims process for Pet Insurance policies starting with numbers only.

Pet Insurance helps protect you from unexpected vet bills.

If you’re making a Pet Insurance claim, find everything you need to know in our guide.

Click here to download a Pet Insurance claim form.

Step 1: Contact us

If you need to make a Pet Insurance claim, call us on 0845 610 0303 (we’re open from Monday to Friday 8am to 6pm and Saturday 9am to 2pm). Or write to us at:

John Lewis Pet Claims Department
1000 Lakeside North Harbour
Western Road
Portsmouth
PO6 3EN

Step 2: Details of your claim

The claims handler will ask for the details of your claim and explain the amount of excess that will be applied. The more details you can provide during the first call, the quicker the claims process will be.

Important information to provide:

• Details of the vet who treated your pet
• The reason for the treatment
• If you have already paid the vet
• When your pet went missing/when your pet passed away.

Step 3: Putting things right

The claims handler will send you a claim form for you and the vet to complete with the relevant details. Or alternatively you can click on the link below to download and print a claim form. Once you’ve returned all the information requested, our team of veterinary nurses will assess the claim and agree with the claims team a settlement amount.

Click here to download a Pet Insurance claim form

Step 4: Settling your claim

If you’ve already paid the vet, we’ll send you a settlement payment cheque, minus any excess, for the vet’s fees or any other relevant expenses. If the vet has agreed to let us pay them directly, we’re able to settle through them too.

To make a Pet Insurance claim now call us on 0845 610 0303.

This is the claims process for Pet Insurance policies starting RSAP.

Pet Insurance helps protect you from unexpected vet bills.

If you’re making a Pet Insurance claim, find everything you need to know in our guide.

Step 1: Contact us

Make a claim: 0845 078 7585

(Open 8am to 8pm Monday to Friday, 9am to 5pm Saturday)

If you'd prefer to print your own claims form, click here to download a Pet Insurance claim form and then go straight to Step 3.

Step 2: Details of your claim

The claims handler will explain the amount of excess that will be applied and will ask for details of your claim – the more information you can give, the sooner the claims process will begin.  

You’ll need to provide us with the details of the vet who treated your pet, the reason for the treatment, and tell us whether you’ve already paid the vet. If your pet has gone missing or has passed away we will need to know the date this happened.

Step 3: Putting things right

The claims handler will send out a claim form for you and the vet to fill in the relevant details, or you can download and print your claim form if you prefer. 

Click here to download a Pet Insurance claim form

Once you have returned all of the information requested our team of experienced claims handlers will assess and validate your claim. 

The payment will be made directly to you, or if you and your vet are in agreement, we can pay the vet directly, leaving you to concentrate on getting your pet better.

If you have any queries during your claim please contact us on 0845 078 7585 or send us an email, we’re here to help. 

To make a Pet Insurance claim now call us on 0845 078 7585.

We have carefully selected Royal & Sun Alliance Insurance plc to underwrite John Lewis Pet Insurance.

Terms, conditions, limitations, exclusions and eligibility criteria apply.

John Lewis Insurance is a trading name of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England (No. 233462). John Lewis plc is an appointed representative of Royal & Sun Alliance Insurance plc. John Lewis Pet Insurance is underwritten by Royal & Sun Alliance Insurance plc (No. 93792). Registered in England and Wales at St. Mark's Court, Chart Way, Horsham, West Sussex, RH12 1XL. Authorised and regulated by the Financial Services Authority. Calls may be recorded and monitored.

This is the claims process for policy numbers starting 'GB' or 'JLP'. 

Travel Insurance protects you and your things against the unexpected when you travel, whether you’re on business or on holiday.

If you’re making a Travel Insurance claim, find everything you need to know in our guide.

Step 1: Contact us

If you need to make a Travel Insurance claim, call us on 0845 610 0306 (we’re open from open 9am to 5pm Monday to Friday). Or write to us at:

John Lewis Travel Insurance Claims
AXA Assistance Claims Centre
PO BOX 54098
London
SW20 8UU

Step 2: Details of your claim

The claims handler will then ask for the details of your claim. The more details you can provide during the first call, the quicker the claims process will be.

Important information to provide:

Date when travel was booked

Dates of travel

Details of all the expenses that you’re claiming for.

Step 3: Putting things right

The claims handler will send out a claim form for you to complete. This letter will also ask you to send us the various pieces of information we need to assess your claim, including receipts of the booking and itinerary.

Depending on the reason for your claim you might also need to send us other relevant information.

Baggage claim

If you’re making a claim for your baggage you might need to provide:

A property irregularity report (P.I.R) stating luggage was misplaced

Receipts for any additional purchases you had to make while your luggage was missing/delayed

Receipts for items in your luggage (especially high value items)

Police or hotel management reports for theft/loss of luggage.

Medical expenses

If you’re making a claim for medical expenses you might need to provide:

Written confirmation from the doctor for medical treatment

Transportation receipts

Proof of additional accommodation expenses.

Cancellation or curtailment (your trip being cut short)

If you’re making a claim for cancellation or curtailment you might need to provide:

A letter from the public transport carrier stating the reason for delay

Proof of additional accommodation/travel expenses

Evidence from an appropriate authority explaining why cancellation of travel is necessary

A cancellation receipt from the tour operator or airline.

Step 4: Settling your claim

Once you’ve sent back all the requested information, the claims handler will then assess your claim and offer you a settlement amount. If you have to pay an excess this will have been deducted from the settlement amount.

Medical Assistance

Emergency Contact

Call the Medical Assistance helpline +44 (0) 207 0539 103 (we're open 24 hours, seven days a week.) if you need medical treatment whilst you are away. This may prevent you from having to pay out any costs whilst you're away.

Putting things right

We have a worldwide network of agents located in over 50 countries who have detailed local knowledge of the region you’re staying in. The agent will be able to support and assist with:

Air ambulances

Emergency travel to hospital

Relocating to an approved hospital

Alternative travel to get you home

Extended accommodation

Medical expenses.

To make a Travel Insurance claim now call us on 0845 610 0306.

To make a Medical Assistance claim now call us on +44 (0) 207 0539 103.

This is the claims process for policy numbers starting 'JLPC' or 'JLPW'. 

Travel Insurance protects you and your things against the unexpected when you travel, whether you’re on business or on holiday.

If you’re making a Travel Insurance claim, find everything you need to know in our guide.

Step 1: Contact us

Make a claim: 0845 123 1160 (To notify us of a claim: open 24 hours a day, for an existing claim: 9am to 5pm Monday to Friday)

24-hour Medical Assistance Helpline: +44 (0)23 8064 4633 (open 24 hours, 365 days a year)

Step 2: Details of your claim

The claims handler will explain the amount of excess that will be applied and will ask for details of your claim – the more information you can give, the sooner the claims process will begin. We may ask you when you booked your holiday, the dates of travel and details about the expenses you’re claiming for.

Here are some examples of the kind of information we may need to assess your claim.

 If your luggage or possessions were lost or stolen:

• If your luggage was lost in transit, you will need to send us the Property Irregularity Report (P.I.R.) you obtained from the airport.
• If your luggage or any possessions were stolen, you will need to provide us with the police incident number given to you at the time you reported it.
• Send us receipts for any emergency purchases you made while you were without your luggage.
• Provide us with receipts where possible for the items that were lost or stolen, especially for the higher value items.
• You will need to confirm if your possessions are damaged beyond repair.

If you had to cancel or cut short your holiday:

• Request a cancellation receipt from the tour operator or the airline, or a letter if you were delayed.
• Send us evidence from an appropriate authority explaining why the cancellation was necessary.
• Provide us with receipts for additional accommodation and travel expenses.

If you’re claiming for medical expenses:

• You’ll need to provide written confirmation from the doctor for the medical treatment you received.
• Send us any receipts for additional accommodation or travel expenses that you incurred as a result.
• You may also be asked to provide a medical history or certificate from your GP.

If you can collate the above information and documents before you call to make your claim, we can process the claim more quickly. 

Once we have confirmed the details of your claim and any information we need to support it, we may also send you a claim form for you to complete. 

Step 3: Putting things right

Once you have returned all of the information we need, we will then assess and validate your claim.

We may contact you to discuss the settlement payment, otherwise the payment will be made directly to you minus your excess.

If you have any queries during you claim please contact us on 0845 123 1160, we’re here to help.

To make a Travel Insurance claim now call us on 0845 123 1160.

To make a Medical Assistance claim now call us on +44 (0) 238 0644 633.

This is the claims process for Wedding and Event Insurance policies starting with 'GB' or 'JL'.

Wedding or Event Insurance helps protect you from the unexpected so you can relax and enjoy your big day.

If you’re making a Wedding or Event Insurance claim, find everything you need to know in our guide to the claims process.

Step 1: Contact us

If you need to make a Wedding or Event Insurance claim, call us on 0845 610 0311 (we’re open from 8.30am to 5.30pm, Monday to Friday). Or write to us at:

John Lewis Wedding Insurance Claims Service
PO Box 800
Halifax
HX1 9ET

John Lewis Event Insurance Claims Service
PO Box 800
Halifax
HX1 9ET

Step 2: Details of your claim

The claims handler will ask for the details of your claim. The more details you can provide during the first call, the quicker the claims process will be.

Important information to provide:

Details of the item or expenses that you’re claiming for

The reason for the claim

The details of any other people that may be involved.

Step 3: Putting things right

The claims handler will send a claim form to you to complete with all relevant information. The letter will also ask you to send us all the information we need to assess your claim.

This could include:

Additional expenses/cancellation charges

Receipts for expenses and confirmation of cancellation charges

Damage

Estimate for repair/cleaning or a letter from relevant tradesperson confirming the damage is beyond repair/cleaning

A medical certificate from a general practitioner.

Step 4: Settling your claim

Once you’ve sent back all the requested information the claims handler will assess your claim and offer you a settlement payment. If you have to pay an excess this will have been deducted from the settlement amount.

To make a Wedding or Event Insurance claim now call us on 0845 610 0311.

John Lewis Insurance is a trading name of John Lewis plc.  Registered in England No. 00233462. Registered office 171 Victoria Street London SW1E 5NN. John Lewis plc is an appointed representative of AXA Insurance UK plc who are authorised and regulated by the Financial Services Authority. AXA Insurance UK plc. Registered in England No. 78950. Registered office: 5 Old Broad Street, London, EC2N 1AD

This is the claims process for Wedding and Event Insurance policies starting 'RSAP'.

Wedding or Event Insurance helps protect you from the unexpected so you can relax and enjoy your big day.

If you’re making a Wedding or Event Insurance claim, find everything you need to know in our guide to the claims process. 

Step 1: Contact us 

Make a claim - 0845 078 7598

(Open 8am to 8pm Monday to Friday, 9am to 5pm Saturday

Step 2: Details of your claim

Please have as much information to hand as possible - receipts, contracts and agreements before you call us.

The claims handler will explain the amount of excess that will be applied and then ask for details of your claim. The more information you can give, the sooner the claims process can begin.

You’ll need to provide us with the reason for your claim and details of the suppliers or other people involved.  You will be asked to provide any relevant contract agreements or reciepts for payments that you are claiming for.

Depending on the reason for your claim you may be asked to provide additional information such as confirmation of cancellation charges, estimates for repair or cleaning, a medical certificate from a GP.

Step 3: Putting things right

Once you have returned all of the information requested, our team of experienced claims handlers will assess and validate your claim.

We may contact you to discuss the repair or replacement of the item, or the replacement cost (cash or voucher settlement).

If you have any questions during you claim please contact us on 0845 078 7598 or email us, we’re here to help.

To make a Wedding or Event Insurance claim now call us on 0845 078 7598.

We have carefully selected Royal & Sun Alliance Insurance plc to underwrite John Lewis Wedding Insurance.

Terms, conditions, limitations, exclusions and eligibility criteria apply.

John Lewis Insurance is a trading name of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England (No. 233462). John Lewis plc is an appointed representative of Royal & Sun Alliance Insurance plc. John Lewis Wedding Insurance is underwritten by Royal & Sun Alliance Insurance plc (No. 93792). Registered in England and Wales at St. Mark's Court, Chart Way, Horsham, West Sussex, RH12 1XL. Authorised and regulated by the Financial Services Authority. Calls may be recorded and monitored.

This is the claims process for policy numbers starting with 'Q3'. 

If you’re making a Life Cover claim, find everything you need to know in our guide.

Step 1: Contact us

If you need to make a Life Cover claim call us on 0845 602 9199 (we’re open 8.30am to 6pm Monday to Friday). Or write to us at:

The Claims Department
Friends Life
PO Box 1550
Salisbury
SP1 2TW

Step 2: Details of your claim

The claims handler will ask who they’re speaking to and if need be, the relation you are to the policy holder. They won’t ask you for too many details at this point unless you’re comfortable with providing them.

The claims handler will then send out a letter explaining the next steps and the information that’s required to assess the claim. 

You may be asked to provide any of the following, if needed:

• Death certificate
• Grant of probate
• Copy of Will
• Dependant details
• Medical information
• Birth certificate
• Policy documentation and a claim form to be completed.

Step 3: Settling your claim

Once the claims handler has received all the requested information they will assess the claim. They may have to contact you for further information to resolve any queries. 

The length of the assessment can vary as it depends on the circumstances of the claim. Once the claims handler has resolved any queries they will conclude the claim.

To make a Life Cover claim now call us on 0845 602 9199.

John Lewis Life Cover is provided by Friends Life - please read Important information (PDF). Once your policy begins you may receive documents and correspondence from Friends Life. These will always be relevant to your application or policy and will never be unsolicited.

This is the claims process for policy numbers that start 'F1'. 

If you’re making a Life Cover claim, find everything you need to know in our guide.

Step 1: Contact us

If you need to make a Life Cover claim call us on 0845 600 3122 (we’re open 9am to 5pm Monday to Friday). Or write to us at:

The Claims Department
Friends Life Individual Protection
The Core
40 St Thomas St
Bristol
BS1 6JX

Step 2: Details of your claim

The claims handler will ask who they’re speaking to and if need be, the relation you are to the policy holder. They won’t ask you for too many details at this point unless you’re comfortable with providing them.

The claims handler will then send out a letter explaining the next steps and the information that’s required to assess the claim. 

You may be asked to provide any of the following, if needed:

• Death certificate
• Grant of probate
• Copy of Will
• Dependant details
• Medical information
• Birth certificate
• Policy documentation and a claim form to be completed.

Step 3: Settling your claim

Once the claims handler has received all the requested information they will assess the claim. They may have to contact you for further information to resolve any queries. 

The length of the assessment can vary as it depends on the circumstances of the claim. Once the claims handler has resolved any queries they will conclude the claim.

To make a Life Cover claim now call us on 0845 600 3122.

John Lewis Life Cover is provided by Friends Life - please read Important information (PDF). Once your policy begins you may receive documents and correspondence from Friends Life. These will always be relevant to your application or policy and will never be unsolicited.