How to Make a Claim

To notify us of a NEW claim, you can fill out a claim form online by clicking the “Make a Claim” tab above.

You can email us at claims@residentsline.co.uk. For insurer contact numbers or for out-of-hours claims, please see below.

Supporting your claim:

  • Photographs – The easiest way for us to understand the damage is for us to see it. Photographs are the best way to help us deal with your claim, as such, we will always ask for photographs of the damage.
  • Crime Reference Number – If the claim is a result of theft, malicious damage or any other crime you have suffered, you will need to contact the police first. Not only will they need to investigate the crime, they will also need to issue you with a crime reference number. You will need this number before you can proceed with a claim on your insurance.
  • Estimates – We can organise our suppliers to carry out repairs and works where necessary, or if you prefer, you can ask a local contractor to provide an estimate. Wherever possible, we try to only ask for one estimate for the repair works (we understand that it can sometimes be difficult to obtain an estimate). It is vital that any estimate contains as much information as possible about the works being done – remember to include the measurements of the rooms affected.

Settling your claim:

Once we have agreed an estimate, we can settle the claim. We will send you a cheque, made payable to your contractor. This way, you can hold on to the money until they have completed the works to your satisfaction. If you are using one of our suppliers then we will deal with the invoices directly.

There is an excess applicable to most claims. Whether you use a contractor of your own choice or use one of our suppliers, we will deduct the excess from the first payment we issue. It is your responsibility to make arrangements for payment of the excess to the contractor.

We will stay in touch with you throughout the claim, ensuring that it is reviewed regularly and concluded as soon as possible.

Any other type of claim:

If you wish to notify us of any other type of claim or require additional information relating to previous claims, please email us at claims@residentsline.co.uk or call us on 0800 281235.

Out-of-hours:

If you have an out-of-hours incident or if you prefer to notify your insurer directly, please use the direct telephone numbers below, along with leaflets on how to make a claim for each insurer:

For QBE Insurance Company Claims Department, call 0345 257 0365 – QBE – Information required to help you make a claim

For Ageas Insurance Claims Department, call 0345 122 3283 – Ageas – Information required to help you make a claim

For Brit Syndicates Claims Department, call 01908 302 214 – BRIT – Information required to help you make a claim

Make a Claim

When completing this form, please ensure all available supporting documentation is attached. When complete, please click the ‘submit’ button.

Policy Number
Policyholder:
Name of Claimant
Property Address:
Correspondence address (If different from above)
Contact Number
Contact email:
State the nature of your interest in the property being claimed for, i.e Owner, tenant
   
Is the dwelling: (delete as applicable)  
a. a Flat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . YesNo
b. a Maisonette . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . YesNo
c. an Apartment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . YesNo
d. a House. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . YesNo
e. a Garage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . YesNo
   
CLAIM DETAILS   
Date of incident
Describe what happened, circumstances under which discovered and by whom:
Attach Photographs and Estimates - Word Documents Only (.docx)

QBE Insurance Claims Required Information

In the event of a incident please call Residentsline’s claims line on 0345 257 0365 or email qbeclaims@residentsline.co.uk.
Suffering a claim is always a distressing event. To help us ensure your claims are handled as quickly as possible the following information will assist.

ESCAPE OF WATER

• Incident details including notes of where water is coming
from (e.g. fixed apparatus)
• Flats/rooms affected and sizes
• Estimate(s)
• Photograph(s)
• Contact details for all affected properties

THEFT/MALICIOUS DAMAGE

• Incident details including how entry gained and any
emergency repairs undertaken
• Crime reference number/station and reporting officers
• List of items(s) lost
• Estimate(s)
• Photograph(s)
• Contact details for all affected properties
• Dimensions of affected areas

IMPACT

• Incident details including cause of impact
• If by vehicle, third part insurer details
• Estimate(s)
• Photograph(s)

ACCIDENTAL DAMAGE

• Incident details including which rooms affected and size
(if applicable)
• Estimate(s)
• Photograph(s)

STORM

• Incident details including date of loss and prevailing
weather at the time
• If roof affected, age and type of roof
• Location (facing direction)
• Estimate(s)
• Photograph(s)

FIRE

• Incident details including extent of damage
• Cause, if arson, crime reference number/station and
reporting officer
• Estimate(s)
• Photograph(s)
• Contact details for all affected properties

BRIT Insurance Claims Required Information

In the event of a incident please call Residentsline’s claims line on 01908 302 214 or email britclaims@residentsline.co.uk.
Suffering a claim is always a distressing event. To help us ensure your claims are handled as quickly as possible the following information will assist

ESCAPE OF WATER

• Incident details including notes of where water is coming
from (e.g. fixed apparatus)
• Flats/rooms affected and sizes
• Estimate(s)
• Photograph(s)
• Contact details for all affected properties

THEFT/MALICIOUS DAMAGE

• Incident details including how entry gained and any
emergency repairs undertaken
• Crime reference number/station and reporting officers
• List of items(s) lost
• Estimate(s)
• Photograph(s)
• Contact details for all affected properties
• Dimensions of affected areas

IMPACT

• Incident details including cause of impact
• If by vehicle, third part insurer details
• Estimate(s)
• Photograph(s)

ACCIDENTAL DAMAGE

• Incident details including which rooms affected and size
(if applicable)
• Estimate(s)
• Photograph(s)

STORM

• Incident details including date of loss and prevailing
weather at the time
• If roof affected, age and type of roof
• Location (facing direction)
• Estimate(s)
• Photograph(s)

FIRE

• Incident details including extent of damage
• Cause, if arson, crime reference number/station and
reporting officer
• Estimate(s)
• Photograph(s)
• Contact details for all affected properties

AGEAS Insurance Claims Required Information

In the event of a incident please call Residentsline’s claims line on 0345 122 3283 or email ageasclaims@residentsline.co.uk.
Suffering a claim is always a distressing event. To help us ensure your claims are handled as quickly as possible the following information will assist.

ESCAPE OF WATER

• Incident details including notes of where water is coming
from (e.g. fixed apparatus)
• Flats/rooms affected and sizes
• Estimate(s)
• Photograph(s)
• Contact details for all affected properties

THEFT/MALICIOUS DAMAGE

• Incident details including how entry gained and any
emergency repairs undertaken
• Crime reference number/station and reporting officers
• List of items(s) lost
• Estimate(s)
• Photograph(s)
• Contact details for all affected properties
• Dimensions of affected areas

IMPACT

• Incident details including cause of impact
• If by vehicle, third part insurer details
• Estimate(s)
• Photograph(s)

ACCIDENTAL DAMAGE

Incident details including which rooms affected and size
(if applicable)
• Estimate(s)
• Photograph(s)

STORM

Incident details including date of loss and prevailing
weather at the time
• If roof affected, age and type of roof
• Location (facing direction)
• Estimate(s)
• Photograph(s)

FIRE

• Incident details including extent of damage
• Cause, if arson, crime reference number/station and
reporting officer
• Estimate(s)
• Photograph(s)
• Contact details for all affected properties

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