Make a home insurance claim

Experiencing loss or damage to your home is a distressing time for all involved; too help you along the way Legal & General have made their claims process hassle free and easy to understand.

In the event of an emergency please call the 24 hour claim line 0345 070 6511 so a member of the Legal & General team can help you as quickly as possible.

If you should need to make a claim on your buildings, contents or both policies and it is not an emergency situation this step by step guide may help you.

Useful numbers

Insurance policy Number Opening Hours
Home Insurance Choices Policy 0345 070 6511* 8.00am-6.00pm Mon-Fri
9.00am-1.00pm Sat
Essentials Insurance Policy
Extra Insurance Policy
Landlord Insurance Policy 0370 900 5565* 8.00am-6.00pm Mon-Fri
9.00am-1.00pm Sat

*Customers can call the claims numbers above 24 hours a day to report a new claim. The opening hours above are the administrative office opening hours.

Step by step guide to making a claim

What you'll need to hand when making a claim

  • Your policy number
  • Your policyholder name and address
  • The date and time of the loss or damage
  • Crime reference or police loss report numbers (if applicable)

Step 1 - Inform the police if necessary

If the following happens to you report it to the police as soon as possible. They will give you a crime reference number or a loss report number if required.

  • Loss or damage caused by vandalism, riot, civil commotion, labour disturbances, strikes or malicious acts.
  • Attempted theft, theft or loss of property

Take a note of any references or details they give you as you may need it to progress with your claim.

Step 2 - Check you are covered

Before you call the claims helpline check your policy to see if you are covered sufficiently to make a claim. It is also advised you check any endorsements and excesses that may apply.

  • Check details of what your policy will and will not cover
  • Check the claims settlement section - this explains any conditions that may affect the amount of claim settlement you receive.
  • Also check general exceptions and conditions to your policy

If you don't have your policy booklet to hand you can find all the policy documents on the insurance pages on the Newcastle Building Society website.

Step 3 - Gathering evidence/information

It is important to gather information regarding your claim, the more details you have regarding the claim the quicker the process generally is. When you call the claims helpline it is helpful if you have the following information

  • Your policy number
  • The date and time of the loss and/or damage
  • Crime reference or police loss report numbers (if applicable)

Depending on the nature of the loss or damage the advisor may ask for more information from you including

  • The location of the lost item when it was lost or damaged
  • The date and place of purchase - plus evidence

Your claim may not be settled or may be reduced if you cannot provide these extra details. Sometimes Legal & General or an expert they appoint, may wish to meet up with you to inspect the damage, discuss the claim or carry out further enquiries.

If you have damaged items you wish to claim for store them in a safe place, as you will need them to support your claim.

Step 4 - Making the claim

To make a claim, call Legal & General on 0345 070 6511

Lines are open

8am to 6pm Monday to Friday
9am to 1pm Saturday
(24 hours for emergencies)

If you have a suspected gas leak you should report it immediately to the National Gas Emergency helpline on 0800 111 999.

Step 5 - Processing your claim

  • Timescales will depend on the complexity of the claim
  • Legal & General will keep in touch via phone and will also write to you confirming the details of your claim

Buildings and contents insurance is arranged by Newcastle Building Society and provided and underwritten by Legal & General Insurance Limited.