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FAQs

We get all kinds of questions & some are more common than others. Below are our commonly asked questions for home insurance.

 

When will I receive my home insurance documents?

We try to get documents to our customers as quickly as possible, however, you should allow up to 7 working days for them to reach you.

We also offer special mailing services for a small fee, which will get your insurance documents to you for a guaranteed date of delivery.

To keep our costs low and help the environment, we do not send out paper policy booklets; these can always be found on our website or the via the link provided in your documents and can either be printed or downloaded to your computer.

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Can I get immediate home insurance cover?

Yes, provided you have a valid debit or credit card and your payment authorises, we can issue cover.

You can buy your home insurance online, or if you wish to do this over the phone please call 0800 561 0400 where one of our team will be happy to help, however if our lines are closed we will not be able to assist until the following day.

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How much should I insure my buildings and contents for?

Buildings

This should be insured for the cost of rebuilding (not the current market value), which can usually be found on the buyers' report or survey you got when you bought the property (although, if this was not in the last few years, the amount will need to be increased to take inflation into account).

Contents

As a guide, contents are all of the items you would be likely to take when moving out, including carpets, curtains, furniture, electrical appliances, valuables, clothing and personal items. You should insure your contents for the total amount it would take to replace them at today’s prices.

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Does my policy include accidental damage?

Buildings

If you have taken out Buildings cover, your policy covers you as standard for accidental damage to fixed glass and sanitary ware.  If you want full accidental damage for accidents such as putting your foot through the loft, you will need to choose this extra option.

Contents

If you have taken out Contents cover, your policy covers you as standard for accidental damage to your home entertainment equipment. Freezer contents are covered up to a maximum of £500 and you are also covered for mirrors. If you want full accidental damage cover for all of your contents, for accidents such as spilling paint on the carpet, you will need to choose this extra option.

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Are my belongings covered outside the home or when I go on holiday?

Only if you choose the Personal Possessions option. This will insure your personal belongings against theft, loss or accidental damage anywhere in Britain and for up to 60 days abroad each year. This includes one bicycle up to £750, up to £500 for Money and £500 for Credit Cards. Excesses and terms apply, please refer to your policy book for further details.

You can also upgrade your policy to cover your gadgets If you wish to do this please call us on 0800 561 0400.

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Is my laptop covered?

Laptops are covered for major risks and accidental damage, providing the laptop is not used for business purposes. If the laptop is valued over £1500 this would need to be specified on your policy.

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Do you cover bicycles on home insurance?

Yes, we cover bicycles up to £750 as long as these are not used competitively, if the bicycle is valued over £750 we may be able to cover this  please call us on 0800 561 0400.

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Do I need to tell you the individual values of each item of home contents I am insuring?

You need to tell us about “valuables", specifically, jewellery, watches, furs, items or sets or collections of gold, silver or other precious metals, works of art, sets of stamps or coins or medals.

If you have valuables which are worth over £1500 you will need to name these individually on your policy and you will be asked to provide a valuation certificate for any valuable over £2500.

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Will the Buildings Insurance cover my garage and shed?

Provided they form part of the property, or are within the boundaries of the home. You should make sure that your Buildings sum insured includes the rebuilding cost of these structures.

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Are my contents in the shed covered?

Yes, as long as the shed is within the boundaries of the home, under lock and key and none of the contents are used for business purposes.

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Is it a new for old policy?

Yes, our policy covers new for old contents cover as standard. Meaning we will replace your old items with new ones in the event of a claim.

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Is my fence covered for storm damage?

Not in the standard policy, however we do offer optional Garden cover that will cover your fence against major perils like storm damage. Please see our optional extras section or give us a call for further details.

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Do I get any No Claims Discount on Home Insurance?

Yes, the discount you will get will depend on how many years you have held Home Insurance without making a claim.

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What do I do if my pipes burst?

Turn off the water at the main stopcock or meter. Switch off the central heating, immersion heater, etc.  Turn on all your taps to drain the system. If water has flooded wiring or electrical systems - do not touch them before arranging a professional inspection. Turn off the electricity at the mains. And most important of all - contact your insurer immediately to register your claim.

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What is the most I can cover my home contents for?

We can cover up to £200,000 worth of contents. If you have special requirements please contact us on 0800 952 6116.

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How much will it cost to cancel my home insurance policy?

If your policy is cancelled within 14 days of the start date or within 14 days of receiving your documents, whichever is the latter, a £25 fee will be charged to cover our processing costs. If your policy is cancelled after 14 days we will charge £30 for a buildings or contents policy or £40 for a combined buildings and contents policy.   Please note that these charges are in addition to the charge for the time on cover that will be applied by your insurer.

Please note that if you cancel, any fees charged for setting up your policy (including a credit card charge or direct debit arrangement fee) are non-refundable. For optional extras, if cancelled after the 14 day period, you will be charged the premium in full.

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How do I cancel my home insurance policy?

If after buying a policy from us you decide to cancel it please call us on 0800 561 0400. In most cases we will be able to take your instruction over the phone. 

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How do I make a claim on my home insurance policy?

In the event of a claim, please check your policy documents to find the telephone number to contact your insurer directly. If you are unable to locate your documents please call us on 0800 561 0400 during our opening hours and we will provide you with this information.

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How do I renew my home insurance policy?

If you have a home insurance policy with us currently which is due for renewal please call us on 0800 561 0400.

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How do I make a change to my home insurance policy?

You can do this via the ‘Existing Customer’ section of the website. If you wish to do this over the phone, please call our Customer Service department on 0800 561 0400 and we will be happy to help you.

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How can I pay for my home insurance policy?

We can take payment from your credit or debit card if you choose to pay in a lump sum. You can also pay by Direct Debit. You can choose to pay no deposit to set up your insurance. Subject to terms and conditions. We may apply a charge to pay monthly. This will be disclosed before you buy.

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Do I need to have proof that I own the contents I’m insuring in my home?

No, but if you make a claim, you may be asked for evidence of value and ownership such as purchase receipts and instruction manuals. This is especially important for valuables, such as jewellery, watches or works of art.

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I work from home, Can you still insure me?

Yes, we may be able to insure you. Please call us on 0800 561 0400 if you require this type of cover.

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I live in a rented flat; can I insure my home contents with you?

Yes, if you own the contents of the flat then we can offer you insurance.

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If I am adding a new extension to my home, will I be covered for damage to the new building?

Until the extension is completed any loss or damage to the extension and unfixed materials would not be covered. Please call our Customer Service department on 0800 561 0400 to tell us when the building work starts and when it is completed. This will allow us to tell your insurer about it, and increase the sum insured to the new value. Your insurer may apply an endorsement to your buildings/contents policy. This will be disclosed at the time.

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If my home shows signs of subsidence, landslip or heave, will you provide me with buildings cover?

We will not cover you if your home shows signs of subsidence, landslip or heave. However, please call Specialist Home Insurance provided by Towergate on 0844 736 8233 for a quote.

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My property is non standard construction, can you provide cover?

Depends on the type of construction but we will require more information. Please call one of our customer service advisors on 0800 561 0400 who will be glad to help.

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Can I insure my property if it is let to tenants?

We may be able to cover this. Please call us on 0800 561 0400 and we will check this for you.

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My property is a grade 1 or an A listed building.  Can you cover this?

Unfortunately we do not cover grade 1 or A listed buildings. However, please call Specialist Home Insurance provided by Towergate on 0844 736 8233 for a quote.

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The rebuild cost of my property is more than £1,250,000.  Will you cover this?

We will not cover you if the re-build cost of your property is in excess of £1,250,000. However, please call Specialist Home Insurance provided by Towergate on 0844 736 8233 for a quote.

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My property is left unoccupied for more than 30 consecutive days during the year, Can I be covered?

We can often provide cover for properties left unoccupied for anything up to 60 days but we will require more information on this and have some terms which apply. Please call us on 0800 561 0400..

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Can I insure a property that is not my main home?

We may be able to insure a second home. There may be some differences in cover, depending on the circumstances. If you would like a quote for a second home please give us a call on 0800 561 0400.

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The property to be insured is not in the UK, Channel Islands, Isle of Man or Northern Ireland. Can I be covered?

Unfortunately we cannot cover this. However, please call Specialist Home Insurance provided by Towergate on 0844 736 8233 for a quote.

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How do I reduce the risk of frozen pipes in winter?

Make sure all pipes and tanks in the loft space are fully lagged. Find your main stopcock and make sure you can turn it off and on. If you have a water meter, the ‘off' switch is on the meter - probably right outside your house. Repair any dripping taps. Check your loft insulation is thick enough and in good condition. Leave your heating on to maintain an air temperature of at least 5c (40F) especially if you are away for more than a day or two during the winter months. Open the loft trap door to allow warm air to reach the loft.

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Do I get a discount if I have extra security fitted to my property?

Yes, if you have a NACOSS (National Approval Council for Security System), NSI (National Security Inspectorate) OR SSAIB (Security Systems and Alarm Inspections Board) approved security system with a maintenance contract we may be able to give you a discount.

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My area has previously flooded, can you cover this?

We may be able to cover if the flooding occurred more than 10 years ago and there have been no further episodes of flooding since,  please call us on 0800 561 0400.

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Do you cover shared accommodation?

This is possible but we will require more information. Please call one of our customer service advisors on 0800 561 0400 and we will be glad to help.

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What is the maximum number of bedrooms you will cover me for?

We can quote for up to 5 bedrooms as standard. If your home has more than this, please call us on 0800 561 0400.

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I have my home Insurance with my mortgage company, Can I switch?

You can normally switch to the company of your choice, however please check with your mortgage agreement to make sure you don’t need to tell your lender before buying the new policy. There may be big savings made by switching.

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Will my policy automatically renew?

If you pay by monthly instalments, we will normally automatically renew your home insurance policy, unless you have asked us not to. We may, at our discretion, choose not to automatically renew if you have an unpaid balance or have had difficulty in making your payments. If you pay by instalments, cancelling your direct debit will not stop your policy from automatically renewing; you must contact us to stop the renewal. We will write to you before the renewal date to explain what will happen, and to let you know what the policy terms and new payments will be.

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