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How to make a claim

If you need to make a claim on your John Lewis Insurance, click on a product below for a guide to the
claims process.

We also send out handy policy guides with your Car, Home, Travel, Pet and Wedding documentation.

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 078 3838 (we’re open from 8am – 8pm Monday – Friday and 9am – 5pm Saturday).

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

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 policy excess that may apply. The more details you can provide during the first call, the quicker the claims process will be.

Please 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 whether it's possible to repair the item(s). The claims handler may also allocate a supplier to inspect the item(s) to help with this decision.

If the item can't 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 and tear. A supplier may also be allocated to value and replace the item.

The supplier will give you the option of a replacement or a cash settlement. They might also ask for receipts and photos of the damaged item. 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 to carry out the work.

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 adjuster 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 have been provided.

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


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 078 7599

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 minimise the impact of the emergency. They can also organise a qualified tradesperson to visit your home.

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

  • Burst internal pipes or leaking radiators
  • Blocked drains or sewage pipes, if they are causing internal damage to the property
  • Leaking roofs
  • Failure of the primary heating system
  • Broken or damaged windows that mean the property is not secure
  • Vermin inside the property (rats, mice, squirrels or wasps)

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). 

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.

You are responsible for paying the excess once you've made a claim, please check your Policy Schedule for your excess amount. If you have Legal Protection and the accident was not your fault, you can claim to recover the excess from the insurer of the at fault driver. If you have excess protection, regardless of whether or not you were at fault, you can claim for a reimbursement. 

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.

    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.

    Got questions about your pet? vetfone is a freephone 24 hour service offering expert advice and support. The experienced and fully trained vet nurses can answer questions about cats, dogs and all other household pets.

    Call the freephone vetfone helpline on 0800 316 7119 (24 hours a day).

    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.

    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.

    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 receipts 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.

    Life Cover claims

    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, calls may be recorded and may be monitored). 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. Calls may be recorded and may be monitored.


    John Lewis Life Cover is provided by Friends Life and Pensions 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.

    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, calls may be recorded and may be monitored). Or write to us at:

    The Claims Department
    Friends Life Individual Protection
    PO Box 569
    Friends Life Centre
    Bristol
    BS34 9FE

    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. Calls may be recorded and may be monitored.


    John Lewis Life Cover is provided by Friends Life and Pensions 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.