On this page you'll find a list of frequently asked questions that should be able to help you with any queries you have about renewing your Home Insurance policy and how to use our online payment portal.
If you need any further help you can contact us by telephone or online using our online form.
I'm struggling financially as a result of coronavirus (COVID-19), can I request a payment holiday?
If you’re struggling financially due to Coronavirus (COVID-19) and need help, we may be able to defer your monthly payment and spread it over the remaining term of your policy. We offer this service to those in need, the types of situations in which we can help are;
Coronavirus has prevented you working either due to illness or the need to care for other dependants
The death of a spouse/family member, as a result of Coronavirus resulting in loss of income
You were furloughed under the Government scheme to support employees/employers through the pandemic
You were made redundant after 1st March 2020
You are self-employed and unable to trade as a result of the restrictions in place in response to the Coronavirus pandemic
If you have multiple products with us, you’ll need to make separate applications for each.
How do I renew my policy?
You can renew your policy online by credit/debit card, using our online payment portal - details of how to pay online can be found in your renewal documents.
If you're an online customer and have a DU ESS or DU XRA policy please go to My Insurance to access your policy documents. If you have a DU HHS policy please go to My Account.
I need to make changes, how do I do this?
Use our online form to tell us about the change you need to make and one of the team will action your request, if we need to get in touch, we will do so.
Can I renew multiple polices online?
Yes, you’ll need your postcode(s) and reference number(s), you’ll then need to select ‘validate details’ after each postcode and reference number you enter. Once you’ve entered all of the details, select ‘payment’ and complete your card payment details, then select ‘submit payment’.
You’ll then see the ‘confirmation’ screen, where you can print out a receipt, or have one sent via email or SMS message
I keep getting an error message on the payment screen
Invalid card number – please check your card details and re-enter them (the card number is the long number on the front of your card) then select ‘submit payment’.
Where's the CVV number?
The CVV number is the 3 digit security number, that appears on the back of the card, in the security strip.
Where's my payment reference number?
This is the 9 digit reference number on the covering letter we included in your renewal pack.
If you're an online customer and have a DU ESS or DU XRA policy please go to My Insurance and if you have a DU HHS policy please go to My Account
I can't find my renewal documents
To view your renewal documents:
If you're an online customer and have a DU ESS or DU XRA policy please go to My Insurance
If you have a DU HHS policy please go to My Account
Alternatively, you can contact us online using our online form.
How do I tell you I don't want to renew my policy?
We're sorry you don’t want to renew your policy with us, you can contact us online using our online form.
Do you need more help?
If you can’t find what you need using our online form or within these FAQs, please contact us:
If your policy starts with DU HHS please call 0370 900 0201
If your policy starts with DU ESS/XRA please call 0370 900 3110
Lines are open 8am to 8pm Monday to Thursday, 8am to 6pm Friday, 9am to 5pm Saturday. Call charges may vary. We may record and monitor calls.