Online Documents FAQs

Our frequently asked questions should be able to help you with accessing your policy documents through My Insurance.

What is My Insurance?

It's a secure online portal where you can view and download your Home Insurance policy documents, whenever and wherever you need to.
You’ll need to follow our process to register for My Insurance to be able to view your online documents.

How do I register for My Insurance?

Once you’ve purchased your policy we’ll email you to advise when your documents are available to view online using My Insurance.

You can register using the link in your activation email, whilst you’re waiting for your documents to be available.

To register, select ‘Create an Account’ in your confirmation email or you can register for My Insurance now. It takes around 10 minutes to set up.

You’ll need to be the main policy holder to register, you'll need the address your policy relates to and your policy number (this will be in your confirmation email).

Where do I find my policy number?

You can find your policy number at the top of your confirmation email.

Why do I have to verify my account?

The My Insurance portal is a safe and secure area. So, we need to verify that you’re who you say you are, which is why we ask you to register for and verify an account as a first time user.

How do I access my online documents?

Go to My Insurance where you can log-in using the email address and password you set up at registration.

Can I save and print my documents to my personal computer?

Yes. All your documents are saved as PDF documents and open up in Adobe Reader, where you can print them, or save them to your computer.

How do I request online documents?

Please call us on 0370 060 0227. Lines are open 8am – 8pm Monday to Thursday, Friday 8am - 6pm and 9am – 5pm Saturday.

Calls may be recorded and monitored. Call charges will vary.

I didn't want online documents, how do I opt out?

To opt out of online documents please call us on 0370 060 0227. Lines are open 8am – 8pm Monday to Thursday, Friday 8am - 6pm and 9am – 5pm Saturday.

Calls may be recorded and monitored. Call charges will vary.

Can I change my policy online?

Sorry we don't offer this service online, so you'll need to contact us.
Please call us on 0370 060 0227. Lines are open 8am – 8pm Monday to Thursday, Friday 8am - 6pm and 9am – 5pm Saturday.

Calls may be recorded and monitored. Call charges will vary.

Can I get documents in Braille, large print or audio tape?

If you're visually impaired and would like documents in Braille, large print, audio tape or CD, please call us on 0370 060 0227. Lines are open 8am – 8pm Monday to Thursday, Friday 8am - 6pm and 9am – 5pm Saturday.

Calls may be recorded and monitored. Call charges will vary.

You recognise my customer reference number on My Insurance, but I'm unable to complete my registration?

When registering for My Insurance, you must be the main policyholder. If you're a joint policyholder the system won’t recognise your details. Please make sure you use a valid email address to ensure you receive our email updates, document updates and your renewal invitation.

I can’t remember the User ID for My Insurance?

Your user ID may be the same as your email address but if this doesn't help, you'll need to select 'Forgotten your User ID' and you'll be asked to complete a few personal details in order to access your account.

If you're still unable to access your accounts please call 0370 060 0227. Lines are open Monday-Thursday 8am-8pm, Friday 8am-6pm, and Saturday 9am-5pm. Call charges will vary. We may record and monitor calls.

I can’t remember my password for My Insurance?

Please select the ‘Forgotten your password?’ link, you'll then be asked to enter your 'User ID' and complete Captcha information (Captcha is so we know that you're not a robot). You'll then be asked to answer some security questions; these are the answers you gave when your first signed up for My Account.

For further help please contact us.

I can't remember my security question/memorable word for My Insurance?

If you're unable to remember your security question/memorable word please contact our Customer Service department on 0370 060 0227.

Lines are open 8am – 8pm Monday to Thursday, Friday 8am - 6pm and 9am – 3pm Saturday. Call charges will vary. We may record and monitor calls.