FAQs
If you're looking for a quick and simple answer to a question, then you've come to the right place. We have put together some of the most frequently asked questions on how home insurance works.
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General
There are many ways to renew your policy:
Auto Renewal
If you have previously selected auto-renew, either annually or by monthly direct debit, your policy will renew automatically from the bank account or payment card that we have on record. All you'll need to do is check that you're happy with your policy.
Renew manually
If you've received a renewal invite, you can renew now online or by giving us a call. You can change your policy to auto-renew, so that you won't have to worry about it expiring in the future.
Online
To view and manage your policy and payment options online, head to My Insurance Hub. You can check your policy, accept, and then pay for your renewal. Let us know if you wish to make any changes to your policy. You may need to activate your account first. If you haven't already done this, check your inbox for an activation email and follow the steps.
Give us a call: If you would prefer to speak with someone directly, you can. Get in touch
Please get in touch with us and we'll help you with it.
You can amend your address details online 24/7 in My Insurance Hub or by getting in touch with us.
You'll need to have activated your account first, so please check your inbox for an activation email and follow the steps to activate your account. The email may be in your spam or junk mail.
If you're having financial problems and are struggling with your insurance payments, get in touch with us and we'll see what we can do to help.
Please don't cancel any payments or direct debits through your bank as this may affect your policy with us. It can also affect your credit rating and your ability to borrow money.
You can also find free and impartial advice here:
Any fees for doing so are outlined in your policy documents. You can find them in My Insurance Hub.
You'll need to activate your account first, so please check your inbox for an activation email and follow the steps to activate your account. The email may be in your spam or junk folder.
You can do this online using My Insurance Hub or by getting in touch with us.
You'll need to activate your account first, so please check your inbox for an activation email and follow the steps to activate your account. The email may be in your spam or junk folder.
Yes, you can amend your Direct Debit payment date. Get in touch with us and we'll help you with that.
Our prices are reviewed each year and reflect the changing costs and market conditions we face as an insurer.
Making a claim may have an impact on your premiums. We cannot predict what this impact would be on your next renewal until your renewal price is generated.
You should receive your renewal premium 30 days before your policy is due to expire.
Documents
You can see your documents in My Insurance Hub.
You'll need to have activated your account to access the hub. Please check your inbox for your activation email.
Cover
You need to tell us before any work commences if your property is going to be altered, renovated, or refurbished at any stage of the policy. You can do this online using My Insurance Hub or by getting in touch with us.
You'll need to activate your account first, so please check your inbox for an activation email and follow the steps to activate your account. The email may be in your spam or junk folder.
Conservatories are covered under the Buildings section of your policy. If you're looking at building a new conservatory, you'll need to tell us. We need to be aware, before any work commences if your property is being altered, renovated, or refurbished at any stage of the policy. You can do this online using My Insurance Hub or by getting in touch with us.
You'll need to activate your account first, so please check your inbox for an activation email and follow the steps to activate your account. The email may be in your spam or junk folder.
Family Legal Protection (Home) / Legal Protection (Renters) is an optional cover, available at an additional premium, that may help protect you from paying legal costs when you're taking legal action against someone.
We cover a range of situations where you may need the assistance of a legal professional to help your claim against another party for loss or damage that you have suffered, or to protect you if someone claims against you.
The types of claims that are covered are fully listed in the Policy booklet. A few examples are personal injury, breach of contract claims for buying or selling goods or services, and disputes with your employer at an employment tribunal.
We will also look to cover your salary while you attend jury service.
Your claim must have a greater than 50% chance of success to qualify.
Buildings insurance provides cover for permanent structures of your property such as fences, garages, garden walls, outbuildings (sheds), and patios. Specific limits apply.
Please note: We don't cover fences, gates or hedges against storm or flood damage. These structures are not covered by contents insurance, but items inside these structures would be covered by contents insurance (if selected). For full details, please refer to the Policy booklet.
Accidental Damage provides cover for the damage caused by examples listed here:
Buildings (Home only):
- Putting your foot through a ceiling
- Drilling through a pipe
- Kicking a football through your window
Contents (Home, Renters):
- Splashing paint onto your carpet or furniture
- Dropping an ornament
- Spilling red wine on your sofa
It does not include cover for incidents caused by paying guests or if the property is left unoccupied for more than 60 days.
Please note: The policy excess applies to this section of your cover.
We cover frozen and chilled foods as part of the contents cover section. We'll pay the cost of replacing food in your fridge or freezer that's lost or damaged by:
- The temperature rising or falling.
- The fridge or freezer's refrigerant (cooling liquid) or refrigerant fumes escaping.
Please note: The policy excess applies to this section of cover.
We call items 'high-risk' if it's likely they would cost a lot to replace, or if they can be easily stolen.
Examples include:
- Jewellery
- Watches
- Electronics, including computers, laptops, televisions, and sound systems
- Works of art
- Collections including coins, stamps, medals, and alcohol
- Clothing and furs
- Items, sets, or collections of gold, silver, or other precious metals
Single item limits apply.
No, we don't cover mechanical breakdown as part of either your Renters or Home insurance policy.
Your contents will be insured for business use, as long as the work is of a clerical nature such as business phone and video calls, computer work, and paperwork or registered childminding.
If you conduct any other type of business from your property, you'll need to tell us about it. You can do this online using My Insurance Hub or by getting in touch with us.
You'll need to activate your account first, so please check your inbox for an activation email and follow the steps to activate your account. The email may be in your spam or junk folder.
When you're getting a quote, we'll ask you if you want to add Personal Possessions, which we'll cover both at home and away from home. We'll also ask about high-risk (generally higher value) items, which you can choose to cover at home and away from home.
Home Emergency is an optional cover, available at an additional premium (only available if you own your home, not available as part of our Renters policies). The cover can help you with any incident in the home that:
- Makes it unsafe or unsecure for occupants
- Results in a loss of heating, lighting, or water
The cover includes:
- Emergency assistance for plumbing and drainage, pests, electrical supply, or heating failure, up to £500
- Up to £250 if your boiler is beyond economic repair
- Emergency overnight accommodation for you and your cats or dogs, plus any transport required, up to £250
Claims
You can make a claim online or by getting in touch with us.
- For buildings, contents, or personal belongings: You can do this online in My Insurance Hub or by calling us Monday to Friday 8am to 8pm, Saturday 9am to 5pm.
- For Family Legal Protection (Home) or Legal Protection (Renters): Please call us for this. Our lines are open 24 hours, 365 days a year.
- For Home Emergency: Please call us for this. Our lines are open 24 hours, 365 days a year.
To use the online claims service, you'll need to have activated your account first, so please check your inbox for an activation email and follow the steps to activate your account. The email may be in your spam or junk folder.
We try to settle all claims promptly, but it can depend on how straightforward the claim is and on whether we have all the information that we need. Keeping receipts for high-value items is recommended, but we understand that it's not always possible.
If you register a claim, we may ask for proof of purchase for any items that you claim for.
If you want information about a claim that you've made, please contact our claims team. They'll be happy to help.
If your property is damaged as a result of a flood, you may be able to claim for the costs of repair for any damages. Buildings insurance covers the structure of the property that may be affected, such as drying damp walls, flooring, etc. Contents cover looks after your belongings that may have been damaged, such as furniture and clothing.
If a valid claim for flooding has been made, we can also help arrange alternative accommodation if the flood has made your property uninhabitable.
You can make a claim online in My Insurance Hub 24/7 or by getting in touch with us.
To do it online, you'll need to have activated your account first, so please check your inbox for an activation email and follow the steps to activate your account. The email may be in your spam or junk folder.
If you're waiting for an update on a claim, we recommend that you get in touch with the appointed repairer or supplier. You may have been sent their details by email or SMS.
If you provided us with your email address when you registered your claim, we would have sent you an email with their contact details. The subject of the email will be your claim reference number.
You can also search "homeclaims@" to find all emails from our claims team in your inbox.
If you don't have the details, please Get in touch
My Insurance Hub
If you're having issues logging in to My Insurance Hub, please contact us.