When something’s gone wrong and you’re deciding whether to make a claim, it can be a stressful time. At Urban Jungle we aim to make the process as simple and clear as possible, with information on how to claim available 24/7 online through your account.

Below you’ll find information on claims, including how to make one, find out what’s included, and if making a claim will impact future policies.

This article only applies to Urban Jungle Buildings & Contents, Contents Only, Buildings Only and Select By Urban Jungle Policies. If you’re unsure about which policy you have, please refer to this article.

1. How do I make a claim on my Home Insurance Policy?

If something’s gone wrong and you’re deciding whether to make a claim, you can have a look at your policy documents in the My Account section of the website. There, you can see exactly what you are covered for, any exclusions, and your excess amount.

The best way to claim depends on your specific policy type:

Contents Insurance 

All the information you need to make a claim on your policy is in your policy document and also in the 'Make a Claim' section of your account. 

Before submitting a claim, it’s worth considering the excess amount that you would need to pay if the claim is settled. You can also find your excess amount in your policy document. 

If you have our Home Emergency add-on, and you need to make a Home Emergency claim, you can do this by calling the number outlined in the Home Emergency section of your policy document (the Home Emergency lines are open 24 hours a day, 365 days a year).

If you have our Legal Expenses add-on, and you need to make a Legal Expenses claim, please read the ‘How to Make a Claim (Legal Expenses)’ section of your policy document.

Building & Contents Insurance 

All the information you need to make a claim on your policy is in your policy documents and also in the 'Make a Claim' section of your account, which you can log into here My Account. If you have an Urban Jungle Buildings & Contents Policy, you can also make a claim online through your online account.

To make a claim over the phone, please call the number outlined in your policy document which you can access through the ‘My Account’ section of our website. 

Before making a claim, it is worth considering the excess amount that you would need to pay if the claim is settled. You can find your excess in your policy document. 

 If you have our Home Emergency add-on, and you need to make a Home Emergency claim, you can do this by calling the number outlined in the Home Emergency section of your policy document (the Home Emergency lines are open 24 hours a day, 365 days a year).

Buildings Only Insurance 

All the information you need to make a claim on your policy is in your policy documents and also in the 'Make a Claim' section of your account, which you can log into here My Account. If you have an Urban Jungle Buildings & Contents Policy, you can also make a claim online through your online account. 

To make a claim over the phone, please call the claims number outlined on page 3 of your policy document which you can access through the ‘My Account’ section of our website. 

Before making a claim, it is also worth considering the excess amount that you would need to pay if the claim is settled. You can find your excess in your policy document.

If you have our Home Emergency add-on, and you need to make a Home Emergency claim, you can do this by calling the number outlined in the Home Emergency section of your policy document (the Home Emergency lines are open 24 hours a day, 365 days a year).

Select by Urban Jungle

All the information you need to make a claim on your policy is in your policy documents and also in the 'Make a Claim' section of your account, which you can log into here My Account.

Before making a claim, it is also worth considering the excess amount that you would need to pay if the claim is settled. You can find your excess in your policy document. It’s also important to check if you have any endorsements on your policy that are relevant to a claim - you can also find this in your policy documents by searching for ‘Your Endorsements’.

2. What is covered by your Home Insurance policies?

Depending on your policy, you can choose from several optional add-ons for your cover, including Accidental damage, Out of Home, Home Emergency, or Legal Expenses insurance and customise your excess and cover levels based on your needs.

Here you’ll find information on what's covered, specific to each policy: 

Contents Insurance

Our Urban Jungle Contents policies can cover your contents and personal items such as jewellery, phones and bikes, against events like household leaks, floods, storms, theft and fire.

Contents are defined as household goods and personal items within the home, which you own or for which you are legally liable. This can include fixtures and fittings, carpets (but not permanently fitted flooring), electronic equipment, and mobility aids. Contents do not include things like ceramic hobs forming part of the interior structure of the home.

You can choose from several optional add-ons for your cover, including Accidental Damage, Out of Home or Legal Expenses cover and customise your excess and cover levels based on your needs. Tenants Liability Cover is included as standard in our Contents only policies. 

If you already have a Contents Insurance policy with us, you can find your policy documents (which also contain information about your cover levels, excess and what is covered by your policy) in the My Account section of our website. Here you can also make changes to and manage your policy, such as changing your cover levels, adding or removing add-ons, or cancelling your policy.  

If you don’t have a policy with us, you can check this policy summary and sample policy document for more information, and any exclusions and conditions on our Contents policies. 

You can get a quote for a Contents Insurance policy on our website here.

Buildings & Contents Insurance

Buildings & Contents insurance can cover your buildings (the main structure of your home) up to £1,000,000, and your Contents (the household goods and personal items within the home, which you own or which you are legally liable for) up to £120,000.

Contents are defined as household goods and personal items within the home, which you own or for which you are legally liable, such as carpets (but not permanently fitted flooring), electronic equipment, and mobility aids. Buildings can mean fixtures and fittings attached to the home and domestic outbuildings located on the premises. It's worth noting that the maximum amount we will pay you in any single claim per item is £15,000, or your contents cover level, whichever is less. 

This policy may cover the insured building and contents if they’re damaged by fire, vandalism, subsidence, landslips, storms, floods and household leaks. It can also cover alternative accommodation costs if your house becomes uninhabitable. 

You can choose from several optional add-ons for your cover, including Accidental damage, Out of Home, Home Emergency, or Legal Expenses insurance and customise your excess and cover levels based on your needs.

If you already have a Buildings & Contents Insurance policy with us, you can find your policy documents (which also contain information about your cover levels, excess and what is covered by your policy) in the My Account section of our website. Here you can also make changes to and manage your policy, such as changing your cover levels, adding or removing add-ons, or cancelling your policy.  

If you don’t have a policy with us, you can read this policy summary and sample policy document for more information, and any exclusions and conditions on our Buildings & Contents policies.

You can get a quote for a Buildings & Contents Insurance policy on our website here.

Buildings Only insurance

Our Buildings Only policy can cover repairing the structural parts of your home up to £1,000,000 against events like fire, storms, household leaks, and subsidence. This means that it can cover things like the roof, walls and windows, as well as permanent fixtures like fitted kitchens and bathrooms.

You can choose from several optional add-ons for your cover, including Accidental Damage, Legal Expenses and Home Emergency cover. You will be able to customise them and your excess and cover levels based on your needs on our website.

Your Buildings cover level should be sufficient to cover the full rebuild cost of your home. Some situations aren’t covered by this policy, for example, wear and tear, mechanical or electrical faults, and loss or damage when your home isn't occupied for over 30 consecutive days. 

If you already have a Buildings Insurance policy with us, you can find your policy documents (which also contain information about your cover levels, excess and what is covered by your policy) in the My Account section of our website. Here you can also make changes to and manage your policy, such as changing your cover levels, adding or removing add-ons, or cancelling your policy.  

If you don’t have a policy with us, you can check this policy summary and sample policy document for more information, and any exclusions and conditions on our Buildings policies. 

You can get a quote for a Buildings Insurance policy on our website here.

Select by Urban Jungle

Our Select by Urban Jungle insurance can cover your buildings (the main structure of your home) up to £1,000,000, and if selected, your Contents (the household goods and personal items within the home, which you own or which you are legally liable for) up to £90,000.

Buildings can mean fixtures and fittings attached to the home and domestic outbuildings located on the premises. Contents are defined as household goods and personal items within the home, which you own or for which you are legally liable, such as carpets (but not permanently fitted flooring), electronic equipment, and mobility aids.  

This policy can cover the insured building and contents if they’re damaged by fire, vandalism, subsidence, landslips, storms, floods and household leaks. It can also cover alternative accommodation costs if your house becomes uninhabitable. 

You can choose from several optional add-ons for your cover, including Accidental damage, Out of Home (also known as Personal Possessions), Home Emergency, or Legal Expenses insurance and customise your excess and cover levels based on your needs.

If you already have a policy with us, you can find your policy documents (which also contain information about your cover levels, excess and what is covered by your policy) in the My Account section of our website. Here you can also make changes to and manage your policy, such as changing your cover levels, adding or removing add-ons, or cancelling your policy. 

If you don’t have a policy with us, you can read this policy summary and sample policy document for more information, and any exclusions and conditions.

For our Select by Urban Jungle Insurance policy, depending on your circumstances, certain endorsements may be applied to your policy which can change things like your cover level or excess. This also may mean that certain additional policy conditions may apply to you. 

3. What documentation or proof do I need to make a claim?

If you need to make a claim, the evidence you need will depend on the specific claim but in general it is best to have as much information as possible.

It’s always best to read your policy documents thoroughly to find out if certain requirements apply to your items. Before making a claim, it is also worth considering the excess amount that you would need to pay if the claim is settled. You can find your excess in your policy document through the My Account section of our website.

Contents Insurance

For Contents claims, you’ll need to have evidence of ownership and of the value and/or age for all the items you’re claiming for (for example as proof of purchase, receipts, or photos of your items).

Some items (like mobile phones and jewellery) can have specific requirements. For example, if you’re claiming for an item of jewellery or a watch worth more than £3,000, you’ll need an independent valuation of the item less than 3 years old at the point of the claim. 

Buildings & Contents Insurance

For Contents claims under your Building and Contents policy, you’ll need to have evidence of ownership and of the value and/or age for all the items you’re claiming for (for example as proof of purchase, receipts, or photos of your items).

Some items (like mobile phones and jewellery) can have specific requirements. For example, if you’re claiming for an item of jewellery or a watch worth more than £3,000, you’ll need an independent valuation of the item less than 3 years old at the point of the claim. 

For claims relating to your building, we may require evidence such as utility bills, pre-purchase surveys or plans and deeds of your home.

Buildings Only Insurance

For claims relating to your building, we may require evidence such as utility bills, pre-purchase surveys or plans and deeds of your home.

Select by Urban Jungle

For Select by Urban Jungle Insurance claims, you’ll need to provide evidence of ownership and/or proof of the loss. For example, we may request copies of purchase receipts, instruction manuals, guarantee cards, valuations, photographs, utility and/or local authority bills, pre-purchase surveys, plans or deeds to your property.

If you submit a claim for theft of a pedal cycle away from the home for which a ‘Sold Secure’ approved lock is required, You will be required to provide evidence of ownership of an appropriate lock.

4. How does the Home Insurance claim process work?

You can read more about the claims process in your policy document that you can access through the My Account section of our website.

Contents Insurance

The claims handler may offer to replace or repair your items, or they may offer “new for old” settlements. You can find more information about how “new for old” works in this article. 

Depending on your policy and the nature of the incident, for example, the claims handler may choose to replace or repair your item through our preferred providers or pay you the cost of doing so yourself.

Buildings & Contents Insurance

 If you’re claiming for your contents:

The underwriters may offer replacement and repairs as well as “new for old” settlements. You can find more information about how “new for old” works in this article. 

Depending on your policy and the nature of the incident, the claims handler may choose to replace or repair your item through our preferred providers or pay you the cost of doing so yourself.

If you’re claiming for your buildings: 

Depending on your cover and the nature of the incident, the claims handler may choose to pay the cost to repair the loss or damage to the buildings or repair the damage through their preferred providers.

Buildings Only insurance

Depending on your cover and the nature of the incident, for example, the claims handler may choose to pay the cost to repair the loss or damage to the buildings or repair the damage through their preferred providers.

Select by Urban Jungle

If you’re claiming for your contents:

The underwriters may offer replacement and repairs as well as “new for old” settlements. You can find more information about how “new for old” works in this article. 

Depending on your policy and the nature of the incident, the claims handler may choose to replace or repair your item through our preferred providers or pay you the cost of doing so yourself.

If you’re claiming for your buildings: 

Depending on your cover and the nature of the incident, the claims handler may choose to pay the cost to repair the loss or damage to the buildings or repair the damage through their preferred providers.

5. Will making a claim impact the cost of my Home insurance policy?

When we give you a quote for home insurance, the price is based on your circumstances at the time, including your claims history. 

Making a claim may impact your policy premium, so it’s worth considering this when you decide whether to make a claim or not.  Before making a claim, it is also worth considering the excess amount that you would need to pay if the claim is settled. You can find your excess in your policy document through the My Account section of our website.

We’ll let you know at least 7 days before your next renewal if your price is changing.