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Making a claim on your home insurance

We know making a claim can be stressful, so we aim to make it as straightforward as possible
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How to make a claim

The details below will help to guide you through the process of making a claim, from first contact to getting it settled.

Step 1: Check that you're covered

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.

Step 2: Find your details

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.

  • You need to call us to let us know you need to make a claim. You will find the claims telephone number(s) within your policy documents. At this point, we will ask you to confirm certain details, just so we can ensure we are dealing with the correct person and policy.
  • After taking the details of your claim we will usually deal with it in one of the options detailed below.

Step 3: What will happen next

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:

  • Agree settlement of your claim
  • Request further information, which we will discuss with you and then keep you updated on how your claim is progressing
  • Pass it on to one of our nominated suppliers, who will assist us and you in settling the claim. This normally happens with high value or complex claims.

Please note: If you have a joint buildings and contents claim, the same procedure as above will be followed depending on the complexity of your claim.

Saga Home Emergency

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. 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 all power to your home and/or all your lights stop working. Your policy Schedule will show if you have Saga Home Emergency cover.

Saga Legal Expenses

If you've added Saga Legal expenses to your policy and require assistance to make a new Legal Expenses claim, advice or help with an existing claim, please call 0800 141 3321

If your Legal expenses policy was taken out before 13th September 2019 and you need to make a new Personal Cybercrime claim or would like to discuss an existing claim following a cyber-attack, call 0800 014 6460

Alternatively, for advice on fraud, scams or Online Safety Support Service, call 0800 092 0809

Lines are open 24 hours a day, 7 days a week.