Frequently Asked Questions.

man and child in garden

The information displayed in the following frequently asked questions section, only covers some of the cover and exclusions in our Extra and Essentials policies.

For more details of what is and isn’t covered, please read our policy summaries and booklets, these can be found in the Key Documents section, on the right hand side of this page

Questions about our Home insurance product

In this section:

What does our Home Insurance cover?

What does our buildings insurance cover?

What does our contents insurance cover? 

How does Home Insurance Essentials differ from Home Insurance Extra?

What's an excess?

What's sum insured?

What is trace and access?

Do you offer a no claims discount?

Can I take out a policy in joint names?

What does Family Legal Protection cover?

What's covered by home emergency cover?

Do you cover wear and tear?

What's a high-risk item?

Is business equipment in the home covered by contents insurance?

Do you cover special events under contents insurance, such as weddings?


WHAT DOES OUR HOME INSURANCE COVER? 

If you choose our buildings or contents cover then we will cover you for loss or damage that arises as a result of incidents such as storm, fire or theft. It is designed to cover certain unforeseen events, but it doesn’t cover everything. For example, it does not cover things like general wear and tear or damage that happens gradually over a period of time.

We provide insurance that revolves around you. We offer two different levels of cover, Home Insurance Essentials, which is designed to cover your basic home insurance needs or Home Insurance Extra, which provides a more comprehensive cover.

If you apply for our buildings and contents insurance, you can also personalise your quote by adding:

  • Accidental damage options are available on both Extra and Essentials cover
  • Personal possessions both in and away from your home
  • Individual high risk item cover, for example, for your jewellery
  • Pedal cycle cover both in and away from your home
  • Family legal protection

As a result, you get to choose home insurance to suit you and only pay for the cover you need.

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WHAT DOES OUR BUILDINGS INSURANCE COVER?

Our buildings insurance covers loss or damage to the structure of your home, for example, to walls, permanent fixtures and fittings, gates and fences, drives and patios. Domestic outbuildings such as sheds, garages and greenhouses are also covered.
If you own your own home then you should have buildings insurance. If you are renting your home or have a lease, normally the landlord or the freeholder would be responsible for insuring the property.

Our buildings insurance will insure your property against loss or damage caused by certain incidents, such as fire, water and oil leaks, theft and vandalism, impact, storm and flood, subsidence, heave and landslip.

If you would like to include home emergency cover or trace and access, then select our Home Insurance Extra product.

You can also cover yourself for standard accidental damage (for example, accidental breakage of fixed glass and fixed sanitaryware). This cover comes as standard with our Extra cover.

When you take out either of our buildings insurance products, you can also choose to add extended accidental damage cover. This will cover you for things such as banging a nail through a pipe or putting your foot through the ceiling whilst in the loft.

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WHAT DOES OUR CONTENTS INSURANCE COVER?

Our contents insurance protects your possessions against loss or damage caused by incidents such as fire, water and oil leaks, theft, vandalism, impact, storms and flooding, subsidence, heave and landslip.

You can also cover yourself for standard accidental damage (for example, if your TV was to get damaged). This cover is only available with Extended accidental damage for our Essentials cover, but comes as standard with our Extra cover.

If you would like to insure the contents in your garden, yourself against credit card fraud or the loss of contents in your freezer if it was to break down or if there was a power cut, then select our Extra Home Insurance product.

When you take out contents insurance you can also choose some additional cover options, for example:

  • Extended accidental damage (which is optional with both Essentials and Extra cover)
  • Personal possessions both in and away from your home
  • Individual high risk items. For example, items or valuables worth £1,500 or more you wish to insure both in and away from the home, eg. a diamond ring.
  • Pedal cycle cover both in and away from your home
  • Family legal protection

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HOW DOES HOME INSURANCE ESSENTIALS DIFFER FROM HOME INSURANCE EXTRA?

Our Essentials policy, while providing important cover for fire, flood and theft and a wide variety of other causes, gives lower levels of covers than our Extra policy.
Compare Essentials and Extra buildings and contents cover

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WHAT'S AN EXCESS?

The excess is the amount you must pay towards each and every claim. The excesses are shown on your policy schedule and/or by endorsement.

There are three types of excess:

Policy Excess: this is applied to all policyholders and is part of the policy terms, in addition to this excess there may be a:

Voluntary Excess: this is an optional amount that you can choose which will reduce your premium but will also reduce the payment of claims under the policy; and/or a

Compulsory Excess: these may be applied by us to your policy to reflect your policy risk. If we have added any compulsory excess(es), we will tell you before they apply, and they will be shown on your policy schedule and/or by endorsement. A compulsory excess may apply to one or all sections of the policy. 

For example, a burglary could result in damage to your buildings and also theft of your contents. If both your buildings and contents were insured under this policy with a standard policy excess on each section, we would only apply one excess.

If you had chosen a voluntary £150 excess under one or both of these sections, then the voluntary excess would apply in addition: for example, we would add the two excesses together to make a total excess of £250 for Extra cover or £300 for Essentials cover (£100 Extra policy or £150 Essentials policy and £150 voluntary).

If your policy was subject to an endorsement that applied an additional compulsory £200 excess in respect of theft, then we would apply a total excess of £450 for Extra cover or £500 for Essentials cover (£100 Extra policy or £150 Essentials policy plus £150 voluntary plus £200 compulsory by endorsement).

We want you to understand how much you will have to pay in the event of a claim, so if you need any help or guidance, please do not hesitate to contact us.

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WHAT'S SUMS INSURED?

Unlike some insurance providers; we don’t offer you unlimited cover for your buildings and/or contents insurance. We realise this might not always be right for your circumstances as you could end up paying for more cover than you need. Instead, for most people we'll estimate your sum insured based on the details you provide during the application process.

How is the estimated sum insured calculated?

The estimated sum insured we provide you with is based on:

  • The type of cover you require (buildings and/or contents insurance);
  • The personal details you provide in the application; and
  • The property details you provide in the application.

When you receive the estimate you can either accept the level of cover or increase it if you think you need more.  If your property is not standard (for example, over five bedrooms) we won't be able to estimate your sum insured and you'll need to choose a suitable amount yourself.

You should remember though that it's your responsibility to ensure you have sufficient cover. There's a chance you may not receive the full amount of any claim you make if you don't have the right level of cover.

If you feel you need more cover simply click on 'Change Amount' to increase your sum insured.

How can you check your sum insured limits?

The Association of British Insurers rebuilding cost calculator will help you check you have adequate buildings cover. It's a free tool to use but you'll need to register first to use it.

If your property does not fit the criteria for the rebuilding cost calculator, then you can seek the advice of a chartered surveyor. The chartered surveyor will then be able to provide you with an estimate of the costs to rebuild it.

If you visit the RICS website they offer a quick search to find a chartered surveyor in your area.

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CAN I TAKE OUT A POLICY IN JOINT NAMES?

Yes, you can. When you get to the About You page of our online application, you’ll be asked if you’d like this policy to be in joint names. If you select ‘yes’, you will then be able to enter your partner’s details.

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DO YOU OFFER A NO CLAIMS DISCOUNT?

Yes. If you have held home insurance before, you may qualify for a no claims discount.
At renewal we'll recalculate your premium taking into account a range of factors including your claims experience, which may affect the level of your discount.

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WHAT IS TRACE AND ACCESS?

Trace and access relates to cover for the reasonable costs involved in tracing the source of an escape of water or leakage of oil. This includes replacement or repair of any walls, floors or ceilings (including fixtures and fittings attached to them) inside the home where this occurs in the course of these investigations.

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WHAT'S THE DIFFERENCE BETWEEN STANDARD AND EXTENDED ACCIDENTAL DAMAGE COVER?

Extra
Some accidental damage cover is included as standard under our Extra policy, for example fixed glass and sanitary-ware under buildings cover or TV's and music equipment under contents cover. The option is also available to include extended accidental damage cover under both buildings and contents, this would provide cover for incidents such as putting your foot through the ceiling, under buildings or spilling red wine on the carpet under contents.
Essentials
Other than accidental damage to underground pipes or cables serving the home, under buildings cover, there is no accidental damage cover as standard under our Essentials policy. You can include accidental damage cover as an additional cover option, under both buildings and contents.
View our additional cover options page for more information.

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WHAT DOES FAMILY LEGAL PROTECTION COVER?

You have the option to add family legal protection cover where you will be covered for the costs of pursuing legal proceedings arising from:

  • Death of or personal injury to you or your immediate family.
  • Buying or hiring goods or services for your own personal use.
  • Any infringement of your legal rights from owning or occupying your home.
  • A breach of your employment contract.

You will also be covered for the costs of defending legal proceedings arising from:

  • A motoring prosecution brought against you.
  • The sale of privately owned goods by you.

We will also pay your costs in connection with a formal enquiry by HM Revenue & Customs into your private tax affairs.

For details of what's not covered, please refer to the policy booklet.

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WHAT'S COVERED BY HOME EMERGENCY?

If you require home emergency cover, then it is included as standard with our Home Insurance Extra cover. We will cover you for up to £150 against certain call out charges, labour and parts or materials for immediate repairs to stabilise and remove the emergency.
We will send a repairer to assess the situation and carry out emergency work arising from:

  • Burst pipes or sudden leakage.
  • Break in or vandalism, compromising the security of your home.
  • Storm damage causing water to enter your home or likely to cause further loss or damage to your home or its contents.
  • Impact damage by falling trees, or by a vehicle or a plane or aerial debris.
  • Failure of your domestic water mains supply leaving you with no running water.
  • Failure of your gas supply pipe leaving you unable to use your gas appliances.
  • Failure of your domestic electricity system leaving your home without electricity.
  • Blocked drains.
  • Failure of your domestic hot water system.
  • Total failure of your central heating system between the months of September and April.
  • A smashed toilet bowl or cistern, or breakage of the cistern internal mechanism that prevents flushing.
  • Emergency repairs if subsidence or heave or landslip causes sudden damage allowing water to enter or compromise the security of your home by breaking external windows, doors or their frames.

For details of what's not covered, please refer to the policy booklet.

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DO YOU COVER WEAR AND TEAR?

Like all home insurance policies, wear and tear is not covered.

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WHAT'S A HIGH-RISK ITEM?

We include cover for high-risk property like jewellery, pictures, works of art and stamp and coin collections.

For Essentials, we will cover your high risk items in total for up to 20% of your contents sum insured and up to 5% of your contents sum insured (minimum £2,000) for a single item, pair or set.

For Extra, we will cover your high risk items in total for up to 33% of your contents sum insured (minimum £14,000) and up to 5% of your contents sum insured (minimum £2,000) for a single item, pair or set.

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IS BUSINESS EQUIPMENT IN THE HOME COVERED BY CONTENTS INSURANCE?

If you would like to cover business equipment in the home then you should choose our Home Insurance Extra product. We can provide cover for up to 10% of your contents sum insured.

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DO YOU COVER SPECIAL EVENTS UNDER CONTENTS INSURANCE, SUCH AS WEDDINGS?

We're sorry, but we don't offer cover for a wedding, such as cancellation costs. However, our Extra Home Insurance automatically increases your cover due to purchases related to the special event by 10%, for a month, both before and after a special event like a wedding or religious festival (for example, Christmas) at no extra cost.

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Questions about my policy

In this section:

How do I make a claim?

How do I renew my policy?

Do I need to tell you if I've moved house?

What happens if I've changed my mind?

I'm planning on being away from my home for an extended period. Will I still be covered?

My son/daughter is off to university. Can I cover they're possessions while their away from home?

Can I insure a second property/holiday home?

How can I find out more information about what is covered by my policy?

How can I tell if an old policy is still valid or not?


How do I make a claim?

We take pride in the claims service we offer to our customers and believe it should be as straightforward as possible. If an accident, loss or damage occurs to your home or belongings that could result in a claim, then visit our Making a Home Insurance claim. section.

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How do I renew my policy?

We will notify you when it gets close to your renewal time. For more information visit the section.

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Do I need to tell you if I've moved house?

Yes. It is important that you keep us up-to-date if you move home. Your home insurance is designed to cover your home and it’s contents based on a particular address and the type of property. So it is very important that you let us know the address of your new property and you'll need to check that you have enough cover.

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What happens if I've changed my mind?

You may cancel your policy at any time:
If you have not made a claim in the current period of insurance, you may cancel this policy at any time,and we will refund the premium paid for the period of unused cover.
If you have made a claim in the current period of insurance:

  • You may cancel the policy within 14 days of receiving the policy document or of the start or renewal date of the policy (whichever is later), and we will refund the premium paid for the period of unused cover.
  • You may cancel the policy after 14 days of receiving the policy documents or of the start or renewal date of the policy (whichever is later), but no refund of premium will be due.

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I'm planning on being away from my home for an extended period. Will I still be covered?

Unfortunately, we won't be able to cover loss or damage from malicious acts, vandalism, theft, water or oil leaks, breakage of glass or sanitaryware, or frost damage to any plumbed in domestic water or heating installation for a period of more than 30 consecutive days if you choose our Essentials cover or 60 consecutive days if you choose our Extra cover. In this case there is no cover from the first day the home is not lived in.
If you are planning to be away from home for an extended period, then please do let us know as soon as you can.

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My son/daughter is off to university. Can I cover they're possessions while their away from home?

If you would like to cover contents which are temporarily removed from your home, for example, your son’s/daughter’s belongings whilst they are living in student accommodation then select our Home Insurance Extra product. This provides cover of up to £5,000 or £1,000 for a single item, pair or set.

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Can I insure a second property/holiday home?

If you already have home insurance with us, contact us on 0800 027 7161 (lines are open: 8am to 8pm Monday to Thursday, 8am to 6pm Friday and 9am-5pm on Saturday) about insuring a second property or holiday home in the UK. We may record and monitor calls. Call charges will vary.

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How can I find out more information about what is covered by my policy?

Please view the policy summaries and booklets, these can be found in the Key Documents section, on the right hand side of the screen

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How can I tell if an old policy is still valid or not?

Our home insurance policies are generally renewable every year. If you are unsure when you renewed with us, simply call us on 0370 900 3110.
We may record and monitor calls. Call charges will vary.

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Questions about getting a quote

In this section:

Where do I record my previous claims history?

Can I save a quote and come back to it at a later date?

How do I retrieve a quote?

How long are quotes valid for?

How can I pay for my home insurance?

Can I pay for my home insurance over the phone?

Can I apply for my home insurance over the phone?

What happens if I need more cover?

Can I be covered immediately?

How do I add extended accidental damage cover?

Does it work out cheaper to take out a policy online?


Where do I record my previous claims history?

Under the ‘About your home’ section, you’ll be asked for the ‘Number of current consecutive claims-free years on your buildings and contents insurance’.
Your answer to this question will allow us to establish your no claims discount entitlement. If you have had any claims or losses whether insured or not, in the last three years, please enter the details on the 'About your home' page.

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Can I save a quote and come back to it at a later date?

Yes, you can. Once you’re quote has been displayed, you can choose to save your quote and it will be valid for up to 30 days. We will then store your quote, so you can go back to it. In order to go back to your quote, you’ll need to enter the reference number we give you, your date of birth and the postcode.

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How do I retrieve a quote?

When you save a quote, we will provide you with a reference number which remains valid for 30 days. Simply click on the link ‘Go back to your saved quote’ and you will be asked to enter your reference number, postcode and date of birth. These details will then enable us to retrieve your quote for you.

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How long are quotes valid for?

If you decide to save your quote, we guarantee your quote for 30 days on the understanding that all of your details are accurate and correct. We will then store your quote, so you can go back to it. In order to go back to your quote, you’ll need to enter the reference number we give you, your date of birth and the postcode.

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How can I pay for my home insurance?

You can choose to pay monthly by direct debit or annually by debit or credit card. Please note that if you choose to pay by direct debit the payment will include a 8.5% interest charge.

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Can I pay for my home insurance over the phone?

Yes. At any stage of the quote process you can call our dedicated call centre team and we can retrieve your quote information, answer your questions and take payment from you. Please call us on 0800 027 7161. Our UK call centres are open 8am to 8pm Monday to Thursday, 8am to 6pm Friday and 9am to 5pm on Saturday. Call charges will vary. We may record and monitor calls.

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Can I apply for my home insurance over the phone?

Yes, you can. Just give us a call on 0800 027 7161. Our UK call centres are open 8am to 8pm Monday to Thursday, 8am to 6pm Friday and 9am to 5pm on Saturday. Call charges will vary. We may record and monitor calls.

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What happens if I need more cover?

We offer a range of additional cover options to add to your home insurance. Take a look at our additional cover options page to find out more.
If you would like to add an additional cover option to your insurance cover, then please either give us a call on 0800 027 7161 or add the option to your quote when buying a new policy.
Call charges will vary. We may record and monitor calls.

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Can I be covered immediately?

Yes, you can be covered immediately. When you apply online or call in you will be asked when you would like to start your policy. Simply ask to start it from today’s date.

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How do I add extended accidental damage cover?

If you’d like to extend your cover, then it is available with our Home Insurance Essentials and Extra cover. You just need to change the drop-down next to the extended accidental damage option to ‘yes’ or ask when you call us to include it.

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Does it work out cheaper to take out a policy online?

Yes, a discount applies when you buy online.

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Can we cover you?

or call us for a quote:
0800 027 7161
Lines are open:
8am - 8pm Monday - Thursday
8am - 6pm Friday
9am - 5pm Saturday

Existing customers:
0370 900 3110
Lines are open:
8am - 8pm Monday - Thursday
8am - 6pm Friday
9am - 1pm Saturday

Claims line:
0370 900 5565
Lines are open:
8am - 6pm Monday - Friday
9am - 1pm Saturday
24 hours for emergencies

Call charges will vary. We may record and monitor calls.

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