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:

John Lewis Home Insurance Claims
AXA Insurance
PO Box 441
Bristol
BS34 8YR

For Specialist Home Insurance, 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 will 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, contact us:

If you have John Lewis Home Insurance

Call us on 0845 603 1274

Write to us at:

AXA Assistance
The Quadrangle
106 - 118 Station Road
Redhill
Surrey
RH1 1PR

If you have John Lewis Specialist Home Insurance

Call us on 0845 677 8897

Write to us at:

Home 3 Emergency Assistance
1 Future Walk
West Bars
Chesterfield
S49 1PF

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.

They can assist with the following:

• Plumbing problems related to leaking pipes, blocked drains or leaking radiators and blockages in toilet waste pipes
• Unexpected roofing problems such as leaks or tiles blown off during a storm or bad weather
• Securing a property when windows and doors have been damaged
• Gas or electricity failure within the property
• Central heating or boiler failure
• Hot water failure
• Vermin inside the property.

Once the tradesperson has carried out the repairs, call the Home Insurance claims number (0845 610 0301) to make a claim for the damage caused to your contents or property.

To make a Home Insurance claim now call us on 0845 610 0301.

To make a Specialist Home Insurance Claim now call us on 0800 916 6890.

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.

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 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.

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 8am to 6pm, Monday to Friday and from 9am to 2pm on Saturday). Or write to us at:

John Lewis Pet Claims Department
1000 Lakeside
North Harbour
Cosham
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.

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. John Lewis plc is an appointed representative of AXA Insurance UK plc which is authorised and regulated by the Financial Services Authority.

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 610 0315 (we’re open 8am to 8pm Monday to Friday). Or write to us at:

The Claims Dept
John Lewis Insurance
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 610 0315.

John Lewis Life Cover is provided by Friends Life Limited - 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.