Claims

Need to make a claim?

We are committed to providing excellent
service and treating you fairly

How can we help?

We understand that making a claim on your home can be a worrying time but want to reassure you that we are here to help.

The easiest way to start a claim is to complete the form below. A member of our Claims team will then get back to you as soon as possible (within 3 days, sometimes sooner) to let you know what happens next.

Our Claims Charter sets out how we will deal with claims and requests for our resolution service. We also have a range of guidance documents about making claims under different sections of your policy as well as common issues such as condensation and cracking. You can access them here.

You can also find out more about how we handle complaints here.

Do you need to talk to us urgently?

If the problem with your home is more urgent and you need to speak to someone today, please contact us to talk to our Claims team or to request a call back. We’re here Monday to Friday 08:30 to 17:30. If you request a call back outside of these hours we will aim to call you before the end of the next working day.

Before you get started...

Before you take the time to complete your claims form, it’s worth double-checking a few things:

Is your home less than 2 years old?

If your home is still not completed and you have concerns about your builder’s finances, please complete the Claims form below to get in touch with us.

If your home is complete, you should report your concerns to your builder in the first instance because your home will still be within the builder warranty period. If you’ve tried this and are unhappy with the response, please complete the Claims form below to enquire about our Resolution Service.

Download our guide to the builder’s responsibilities and the resolution service to read more about what the builder must do and what we’ll do.

Is your home less than 10 years old?

Buildmark usually covers the home for a period of 10 years after legal completion of the purchase by the first owner. Occasionally some social housing homes are covered for 12 years.

Download our guide to making a claim under section 3 to read more about the cover and what to expect while we deal with your claim.

Are you aware of the minimum claim value?

We don’t apply a policy excess to Buildmark so you don’t have to pay the first part of any claim. Instead, we operate a minimum claim value (MCV) which means that if the cost of your claim exceeds the MCV we will do the work or pay the cost in full and you will not have to make any contribution. However, if the cost of your claim does not exceed the MCV we will not do any work or pay any costs. The precise MCV applicable to your home will depend on how old your policy is but for policies starting on or after 1 April 2019 the MCV is £1,750 (increasing by £50 on 1 April in each subsequent year).

Complete your claims form

Please give as much detail as you can. It really helps us if you can quote your Buildmark policy number. If you'd like to talk to us about a claim you’ve already made, please call us or complete the ongoing claim form below to get in touch.