Making a claim
Something's gone wrong, what do I do now?
Your safety comes first. Make sure you, your family and your pets are safe and secure before doing anything else.
It's a good idea to take photos if you are able.
The sooner you contact us the sooner we can help. Contact us as soon as you can and we will get your claim underway.
What does my policy cover me for?
Your policy wording details your insurance cover including any exclusions you need to be aware of. Your policy schedule will also help you understand what excess may apply. If you have any further queries, contact our Claims team.
How do I make a claim?
You can call our Claims Team to make your claim. If you're insured through a broker you may want to contact them directly. If it's an emergency and you need to call after-hours, our emergency assistance team will be there to help. Find our contact details here.
What is my excess and how do I pay it?
Your excess is the amount you will contribute to the claim cost. You can find your excess information on your policy wording and schedule. Excess amounts may vary depending on the claim.
You may be required to pay this to Vero by credit card or bank transfer or directly to a repairer or supplier. Alternatively we may deduct the excess from any monies owed to you.
We will advise you about the excess amount and how to pay it during your claim. If you have any queries or concerns our consultants will help you.
I can’t afford my excess, can I still lodge my claim?
Do I need to pay my excess when the damage was caused by someone else?
An excess applies to each and every claim, however we do try to recover costs from the responsible party if their details are known to us.
If we are successful in the recovery, we will refund any excess paid by you.
To ensure that we have the best chance of recovery, it is helpful if you can obtain a name, phone number, address and insurance company of the person who has caused the damage.
Other common questions
How do I know if my claim is accepted?
If we're able to, we can accept your claim when you first notify us, however if we need further information from you, we'll let you know.
Can I cancel my claim if I no longer want to go ahead?
Will my premiums be affected if I make a claim?
I’ve caused personal injury to somebody or damage to someone else’s property, am I covered for this?
Our Home, Contents and Motor policies provide a personal liability benefit, which can cover you if you are legally liable for causing bodily injury to others or damage to their property.
If you are involved in an accident, it is important that you do not admit fault, but speak to us in the first instance.
See your policy wording for more details or contact our Claims team to find out what you’re covered for.