Need to make a claim?

We’re here to ensure that making a claim is as quick and painless as possible.

Simply reach out to our UK based team using one of the methods below and we’ll come back to you.

Log in

Go to your online account

Our easy-to-use customer portal allows you to input all the information we need to get your claim up and running.

Message us

Email claims@gosuperscript.com

Include your name, policy number and a quick summary of what’s happened, and we’ll come back to you.

Phone us

Call 0800 772 3059

Our freephone number is available 24/7.

How to make a claim

Whilst the specifics of making a claim are detailed within your policy documents, the below is a good summary of the process and timescales you can expect when you need to make a claim under your policy.

If you’re ever unsure whether you can or should claim it’s best to get in touch and we can let you know.

1

Notify us of the claim

This can be done using one of the three methods outlined above. Ideally this should be done as soon as possible and within 30-days of you becoming aware of anything (and we mean anything, even if it may seem trivial to you) which you think may be covered by your insurance.

A good indicator about whether or not to let us know is if there’s an issue which may require a payment on your behalf.

2

We'll get on the case

We’ll acknowledge your claim within 24 hours, sometimes in as little as 30 minutes!

This means you’ll receive email confirmation of your Superscript claims reference and all the contact information you need for your designated claims handler should you need to speak to us.

We will then reach out to you within 48 hours to request any extra information we need to progress your claim. For an idea of what we’re likely to need, check out our handy guide. We’ll keep you updated on the next steps and future timescales as the claim progresses.

3

A decision will be made

We’ll let you know if your claim is successful or not. Sadly we can’t always help. Here are some common reasons claims may not be paid

At Superscript, if your claim isn’t covered, we will always try to point you in the right direction and support you as best we can in getting back to normal.

If your claim is successful, once we have all the documents we need, we will work with your insurers to settle claims as quickly as possible.

Insurance claims explained

Our insurance claims guides and FAQs aim to answer any questions you may have about insurance claims in plain and easy to understand language.

We cover everything from what you need to provide, whether a claim will affect your premiums right through to when you’ll receive your payment.

Meet some of our claims experts

Laura Thomas - Claims Manager

Laura is a Chartered Legal Executive Lawyer with 12 years experience in the insurance industry having worked both in private practice and in-house. Laura has worked across most general insurance lines including personal injury, professional indemnity, property and general litigation.

Charlotte Hamer - Claims Executive

Charlotte has over 4 years experience in the insurance industry having worked with some of the UKs largest insurers before joining Superscript. Charlotte has a natural knack for claims,and in her short time with us, has already achieved 5* results for our customers.

Claims FAQs

If I’ve forgotten my online account details, can I still log a claim via the portal?

You don’t need a password to be able to use our portal to log a claim. All you need to remember is the email address associated with your policy and we’ll then send you a ‘magic link.’

If you’ve forgotten the email address associated with your account, please get in touch with the team by emailing hello@gosuperscript.com.

What is an insurance claim?

Any claim under a policy of insurance for which you request your insurers make a payment.

How long does a claim take to resolve?

This is a tough question because no two claims are the same. For accidental damage claims or stolen property claims, provided we have everything we need, these claims can be settled in less than 2 weeks.

For a negligence claim, this can take anywhere from 6-12 months depending on the complexity of the claim.

When should I make a claim?

Anytime you think that there may be an issue for which you’d need your insurance policy to either make a payment to you, or a third-party on your behalf.

I'm unsure if I have a claim, what should I do?

It’s best to let us know about anything which may be a claim, please don’t worry if it means notifying us of almost everything, we’re always happy to help.

Will my claim be successful?

If you have the right covers under your policy and have provided us with all of the relevant documentation to prove your claim, then your claim is more likely to be successful. Every claim is different however, and there are lots of variables which need to be considered.

Will filing an insurance claim raise my premium?

There are lots of factors which will affect your insurance premium. If you file a claim and then decide to withdraw it (for whatever reason) this will not affect your premium. If a claim is accepted and paid or declined, then this may influence your premiums. To what extent will depend on the value and nature of the claim.

Can I file two insurance claims at the same time?

There are a few different parts to this question.

Firstly, you cannot file two claims for the same loss at the same time.

You can however, submit a claim for a damaged i-phone for example, and then submit a claim for a stolen laptop (albeit that would be a very unlucky individual indeed!).

You may find that when submitting a claim, you’re often asked if there is another policy of insurance which could cover the losses claimed for. This is because, in the event of a valid claim, your insurers will look to recover a proportion of any sums paid from the other insurance company.

What is proof of loss?

This is simply insurance speak for proving the value of your claim – your insurers will ask you to provide evidence i.e. proof of your losses. This is usually done via receipts, photos, user manuals and warranty cards which demonstrates that items were in your possession at a particular point in time.

How and when will I receive payment?

Not all claims are resolved in cash.

If your item is stolen, damaged or lost, once your claim has been accepted, and the figure for your losses determined, payment usually takes around 3-5 working days to reach your bank account.

On occasion, some insurers may simply replace the items for you on either a like for like basis (so a fully refurbished electronic) or on a new for old basis, in which case, when you receive the items will depend on the retailers’ shipping timescales.

Where can I find my policy number?

You'll find your policy number on any relevant documentation or correspondence from us as well as on your online account.

What are the most common claims?

We get a real mix of claims, however, 62% of all the claims we receive relate to contents and equipment, be it lost, stolen or damaged.

What is the average claims payment?

As you’d expect, this really does vary depending on the nature of your claim. For theft claims, our average payment between April 2021 and April 2022 was £2,400.

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Authorised by the FCA

The FCA supervises UK financial services firms to protect consumers. We are directly authorised and regulated by the FCA and our Firm Reference Number is 656459. These details can be confirmed on the Financial Services Register at www.fca.org.uk or by calling the FCA on 0845 606 1234.

A-rated financial strength

Our insurance products are underwritten by Standard & Poor’s A-rated financial strength or higher. This means the underwriter has been independently assessed by the world’s leading credit rating provider and found to have a strong capacity to meet financial commitments (pay claims).

Protected by the FSCS

If you are a business with an annual turnover under £1m, charity with an annual income under £1m, or trust with net assets under £1m, then you will be entitled to compensation from the FSCS in the unlikely event we cannot meet our obligations. Full details and further information on the scheme are available at www.fscs.org.uk.