Renewal FAQs

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 can't find the answer you're looking for, 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 1pm Saturday. Call charges may vary. We may record and monitor calls.

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.

You can also renew over the telephone:

  • 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 (24 hours a day)

You'll need to:

  • select option 2
  • have your 9 digit payment reference number
  • and property postcode which can be found on your renewal documents

If you pay by Direct Debit, we'll continue to collect your premium by this method, unless you tell us otherwise. You can opt out of automatic renewal by calling our Customer Services Team. 

  • 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 1pm Saturday. Call charges may vary. We may record and monitor calls.

I need to make changes, how do I do this?

If you’d like to make any changes to your policy at renewal, 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 1pm Saturday. Call charges may vary. We may record and monitor calls.

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 you card details and re-enter them (the card number is the long number on the front of your card) then select ‘submit payment’.

If you're still having trouble, please contact us on 0370 900 3110.

Lines are open 8am to 8pm Monday to Thursday, 8am to 6pm Friday, 9am to 1pm Saturday. Call charges may vary. We may record and monitor calls.

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 call 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 1pm Saturday. Call charges may vary. We may record and monitor calls.

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, to discuss this with one of our team, please contact our Customer Service department on 0370 060 0227 - Lines are open 8am to 8pm Monday to Thursday, 8am to 6pm Friday, 9am to 1pm Saturday. Call charges will vary. We may record and monitor calls