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.