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Most things take two minutes in My Account. For everything else, pick a reason below and we'll point you to the right team.
Help centre
Quick answers to our most common questions about cover, claims and payments.
Browse the FAQsMy Account
Make a claim in minutes, any time, and see exactly what you are covered for.
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Still need us? Tell us what it's about and we'll show you the fastest way to sort it.
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Make a claim online, any time
No hold music and no office hours. Log in to My Account and report a breakdown in minutes, even at 2am.
- Make a claim in minutes, 24/7
- See exactly what your plan covers
- Read your plan terms and conditions
- Get a confirmation straight away
How can we help you today?
Choose a reason and we'll show you the fastest way to sort it.
I need to make a new claim
The fastest way is online through My Account. Log in, choose Make a claim and tell us what has gone wrong. It takes a couple of minutes, it works 24 hours a day, and it goes straight to our claims team, so there's no queue and no waiting for the office to open. You'll get a confirmation as soon as it's in.
If you'd rather talk it through, our team is on the phone Monday to Friday, 9am to 5pm.
If you smell gas, leave the property and call the National Gas Emergency Service straight away on 0800 111 999.
Fastest ways to get help
I need an update on an existing claim
We text and email you at every step of your claim, so check your messages first: the update you're after may already be there. If there's nothing new yet, we're working on it, and you'll hear from us as soon as it moves.
Still need to check? Our team can tell you where your claim is up to and when your engineer is booked. Have your plan number to hand.
Fastest ways to get help
I want to know why my renewal price has changed
Your renewal price is reviewed every year, so it can change from your first year to your second, and at each renewal after that. Two things shape it. The first is your claims history: if you've made a claim during the year, that's reflected in your price. The second is our yearly price review: every year we assess our prices and adjust them to reflect changes in our costs and the investment we make in our service, from our engineer network to the new My Account.
You'll always know in advance. We send your renewal documents 28 days before your renewal date, so you have time to read through them and get in touch with any questions.
If you'd like to talk through your renewal price, our team can go through how it was worked out and the options available to you.
Fastest ways to get help
I want to update my details or how I pay
Our team can update your address, phone number, email or payment details for you. Have your plan number to hand. For security, we'll ask a couple of questions to confirm it's you before we change anything.
Fastest ways to get help
I need a copy of my plan terms
Your plan details and terms and conditions are always available in My Account.
Fastest ways to get help
I'd like to find out about cover
Get a price for boiler, appliance or landlord cover online in a few minutes, or talk it through with our sales team.
Fastest ways to get help
I need help with something else
Most questions are answered in our help centre. If not, message us from My Account and a real person will reply.
Fastest ways to get help
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