Make a claim

If you ever need to make a claim please contact us as soon as possible. The team can provide advice and support you through the next steps of the process.

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Claims

New claims can be reported 24 hours a day, 7 days a week. Existing claims 8am - 6pm on weekdays.

0345 070 2223

Email

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Home emergency

Home insurance customers have access to a team of qualified and approved contractors.

0345 268 8470

What is home emergency?

Claims promise

Our promise to you outlines how we will support you throughout your claim: 

  • We’ll look at your policy cover to see how we can best compensate you. If we can resolve the claim when you first contact us – we will.
  • We give you direct access to the expert claims handler dealing with your case
  • We aim to keep things as simple as possible, offering you guidance and assistance throughout the life of the claim and responding to enquiries within one working day.
  • We will look for cover, paying you exactly what you are entitled to, quickly and without fuss.
  • We will take a proactive approach in protecting your best interests and we’ll always consult you before making any decisions on liability.

Delivering on our promise

96% of customers who had their claim settled were very or extremely satisfied1.

The team aim to deliver excellent service to every customer, every day. The feedback we receive from our customers is extremely valuable and gives us the opportunity to improve how we can help you during a claim. If there is anything we can do to improve this, please let us know. 

Complaints

If you are unhappy with our products or service we would like to hear from you. Please contact us as soon as possible with the details of any dissatisfaction.

You can complain in writing or verbally at any time to:

0345 070 2223

Email

Beaufort House
Brunswick Road
Gloucester
GL1 1JZ

How we handle your complaint

We will aim to resolve your complaint within one business day.

To resolve your complaint we will:

  • Investigate your complaint diligently and impartially within Baptist Insurance
  • Keep you informed of the progress of the investigation
  • For more complex issues, we may need a little longer to investigate and we may ask you for further information to help us reach a decision  
  • Respond in writing to your complaint as soon as possible.
If you are not satisfied with our response, or if we have not completed our investigation within eight weeks, we will inform you of your right to take the complaint to The Financial Ombudsman Service.
 
The Financial Ombudsman Service
Exchange Tower 
London 
E14 9SR
Tel: 0800 0 234 567 
 
 
If you have bought your insurance online, you can also register your complaint on the Online Dispute Resolution website, which has been set up by the European Commission.
 
This complaints handling procedure does not affect your right to take legal proceedings. 
1Baptist Insurance claims satisfaction survey 2018 - 59 responses from customers who have had their claims settled