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
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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:
As a result, you get to choose home insurance to suit you and only pay for the cover you need.
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.
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:
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
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.
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:
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.
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.
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.
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.
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.
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.
You have the option to add family legal protection cover where you will be covered for the costs of pursuing legal proceedings arising from:
You will also be covered for the costs of defending legal proceedings arising from:
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.
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 £500 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:
Home Emergency is provided through AXA Assistance UK Limited.
For details of what's not covered, please refer to the policy booklet.
Like all home insurance policies, wear and tear is not covered.
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.
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.
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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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.
We will notify you when it gets close to your renewal time. For more information visit the section.
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.
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:
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.
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.
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.
Please view the policy summaries and booklets, these can be found in the Key Documents section, on the right hand side of the screen
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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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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Yes, a discount applies when you buy online.
Make sure you read these before you buy:
Take a look at our advice and insight articles for home insurance. You can find more articles in the insurance news and insight section and archives.
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