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 Home Insurance Essentials Summary Document PDF: 568KB and our Home Insurance Extra Policy Summary Document PDF: 225KB . For full details please read our Home Insurance Essentials Policy Booklet PDF: 320KB and our Home Insurance Extra Policy Booklet PDF: 380KB .
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 contents insurance will cover you for loss or damage to household goods and possessions in your home such as furniture, clothing, TVs, etc.
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:
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.
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, a discount applies when you buy online.
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.
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.
Like all home insurance policies, wear and tear is not covered.
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.
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.
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.
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.
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’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.
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.
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:
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.
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.
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.
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:
For details of what's not covered, please refer to the policy booklet.
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 this is what you need to do.
If you are in any doubt as to what you should do, or you need help in making your claim, please give us a call.
Report the following to the police as soon as possible and get a crime reference number or loss report number:
Before you make a claim check your policy schedule and policy booklet to ensure you have the correct level of cover. Pay particular attention to:
To help us process your claim quickly, please have the following information to hand:
To make a claim, please ring us on one of the following numbers. All lines are open 24 hours a day, 7 days a week. Call charges will vary. Calls may be recorded or monitored.
Home insurance: 0370 900 5565
(For making general home insurance claims)
Home emergency cover: 0845 155 6403
(For our home emergency service provided by Homeserve)
Family legal protection: 0370 050 0962
(For making family legal protection claims)
Legal helpline: 0370 050 0962
(For obtaining legal advice)
Domestic emergency helpline: 0800 408 9103
(For advice in the case of a home emergency and you do not already have home emergency cover)
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.
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.
We will notify you when it gets close to your renewal time. We’ll send you details of any new conditions and the premium for the year ahead. If you have already agreed to pay by Direct Debit, we will continue to take these payments from the designated account unless you tell us otherwise.
You must tell us:
You may cancel your policy at any time:
Do you have home contents worth more than £80,000? High value individual items? Enhanced is ideal for higher value homes and possessions.
Our landlord insurance includes loss of rent; or alternative accommodation cover for the tenant up to £40,000.
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