The details below will help to guide you through the process of making a claim, from first contact to getting it settled.
Before calling us, please check your policy documents to make sure you're covered. If you took out your policy online and received email confirmation, you can log in to MySaga to access your documents.
Your policy Schedule will specify whether you have buildings insurance, contents insurance or both. Your policy documents will also specify the excess you have to pay when making a claim. If your claim is for both your buildings and contents, you will pay both excesses listed in the documents.
Please note: There are times where we are unable to cover part or all of your claim due to the fact that you do not have the correct level of policy cover or that the incident is not something that is covered by an insurance policy.
The following details provided are designed to give you some guidance as to what happens when you make a claim and the steps involved from when you first pick up the phone to register a claim with us, to getting all it all settled and how we will be closely involved every step of the way.
Depending on the type of claim you're making, there are various ways we might handle it.
We will review your claim and if it is for minor damage, we may require further documentation to be sent in by post or email. This could include items like estimates or photographs.
Upon receipt of the documents, we will review and contact you to give you an update or an outcome of the claim, which could be one of the following:
Please note: You may have different insurers for your joint building and contents policy with Saga. If you need to claim for both buildings and contents, the same procedure as above may need to be followed twice depending on the complexity of your claim.
If you've added Saga Home Emergency to your policy and you have an unexpected incident that needs immediate action, you should call the 24/7 helpline on 0800 092 1426.
You can also log your claim online.
This service is available in emergency situations only, such as if a water pipe suddenly starts leaking badly and there's nothing you can do to stop it, or you lose power to your home and/or your lights stop working. Your policy Schedule will show if you have Saga Home Emergency cover.
If you've added Saga Legal expenses to your home insurance policy and require assistance, contact us on the following telephone numbers:
Policies starting on or before 9 June 2023 – 0800 141 3321
Policies starting on or after 10 June 2023 – 0800 302 9774
Policies starting on or before 9 June 2023 – 0800 014 6460
Policies starting on or after 10 June 2023 – 0800 302 9018
Policies starting on or before 9 June 2023 – 0800 092 0809
Policies starting on or after 10 June 2023 – 0800 302 9775
Lines are open 24 hours a day, 7 days a week.
If your claim has been passed to one of our suppliers, here are some useful points that you might like to know
Your excess is the amount you pay towards your claim. You will have agreed your excess amount when arranging your insurance policy.
Depending on your insurance policy, you may have different insurers for your joint building and contents policy with Saga.
This may mean if you are making a claim under both sections of your policy, you will deal with both Insurers who will oversee your claim.
Buildings claims can be made for damage to structural elements in your home, such as the roof, floors and walls.
Contents claims can be made for those items within the household which are not part of the building itself, such as your furniture. Depending on the insurance you have taken with us, it may also include items of jewellery or clothing.
When you contact us we will review your claim. If it is for minor damage we may require further documentation, such as estimates or photographs, to be sent in by post or email.
Upon receipt of the requested documents, we will review them and contact you to give you an update or an outcome of the claim. We might:
Please note, in the event that your claim is of a complex nature or you’ve experienced significant damage, i.e. fire/flood, our fully qualified and experienced suppliers will be immediately instructed to help deal with repairs and replacement of items.
When you give us a call, it will help if you can provide us with your name, address and policy number.
We will then ask you for:
We may then ask you to send us:
In case you were wondering, there are some elements that are not covered by your insurance policy, and some examples are below:
For further details or more specific information on what is covered by your insurance, please check your policy booklet.
Take a torch up into the loft space and check the following:
The pots should be straight and the mortar holding them in place should also be in good condition. Check the mortar joints between the bricks – none should be missing, cracked or crumbling.
Found around chimneys, above conservatory roofs and where roofs meet walls.
Check that there are no cracks in the lead, it hasn’t slipped and the lead wedges and mortar joints holding it in place are intact and in good condition.
General check for all walls:
An overflowing gutter can cause lots of damp problems over time if it is not addressed.
Moss on roofs dries out in the summer and some can end up in the gutters. Leaves in autumn are also a major cause of blocked gutters, so it is worth having gutters checked and unblocked at least once a year. Also, if there are no leaf guards, then downpipes can block too.
Also check that sections of gutter haven’t come apart and that all the fixing brackets are intact and securely attached to the fascia boards. Plastic gutters are susceptible to “creep” due to the varying temperatures of the seasons and joints can come apart.
Traditionally these would have been timber and either painted or stained, but more recently, PVCu is the favoured material.
Generally, timber facias/bargeboards will need repainting/re-staining every five years; signs of wear and tear would be flaking paint and split/ rotten wood. If this is the case, then they will be susceptible to damage in high winds and any guttering fixed to them is likely to become loose.
If you have your fascia/bargeboards replaced, make sure that the new material is being fixed into sound wood and not existing rotten timber (this can be the case when old fascia is not removed but covered over).
The most vulnerable areas of a roof to storm are where the wind is forced to change direction – these are normally the ‘edges’ of the roof, i.e. Ridges, hips and verges.
These are normally curved and, as the name suggests, sit on the top of the roof. Check that none are missing and that the mortar they are bedded on is in good condition (not cracked or crumbling)
These can be similar to either ridge tiles or they are bonnet tiles. They are found on the sloping joints between two roof profiles. As with ridge tiles, check that none are missing or have slipped and that the mortar is in good condition.
This is where the roof finishes as a straight edge - usually over a gable. Check that no tiles are missing, cracked or have slipped and that the mortar they are bedded on is in good condition.
Generally on the roof, check that there are no missing, loose, cracked or slipped tiles.
Flat roofs made from bituminous felt need regular checking as they are prone to leaks and water damage.
Things to check for are cracks, heat bubbles, pooling water, de-lamination and joints between the flat roof and walls. You may also want to ensure that the stone chippings (where relevant) have not become displaced as this can expose the felt to the elements, leading to damage. The general life expectancy of a felt flat roof is 10 years.
If timber, check for flaking paint, splits, cracks and rot. Make sure that the sealant between the frames and the walls isn’t missing or cracked.