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Home insurance FAQs

How can I make a change to my policy?

The majority of changes can be made online by visiting the existing customer area of our website.  Should you need to make a change over the phone, please contact us.

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I have a query regarding the cover that my policy provides?

Full details of cover provided can be found in your policy book.  Please check your documents for details on how to access your policy book, alternatively if you have any questions, please call us.

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How can I make a payment?

Depending on when you purchased your policy, you may be able to make a payment online. Please visit the existing customer area of our website for more details

You can also make a payment over the phone.

If you have received a letter in connection to a missed payment or outstanding balance please ensure you are making the payment within timescales advised.

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How can I access my documents or request duplicate documents?

Depending on when you purchased your policy you may be able to view and print your documents online.  If you are not able to do this you can request a copy of your documents to be posted to you, please visit our existing customer area to view or request a copy of your documents. Please note there is an additional fee for duplicate documents.

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What happens if I cannot make a payment on time?

If you cannot make a payment on time please contact us to discuss this. If you do not contact us and we do not receive payment on time, a charge will be applied to your account. You can see full details of our fees/charges in the Terms of Business Agreement document sent to you when you bought your policy. 

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How do I make a claim on my home insurance policy?

In the event of a claim, please check your policy documents to find the telephone number to contact your insurer directly. If you are unable to locate your documents please click here to view the claims telephone number for your insurer. We may also have sent you an SMS when you purchased your home insurance containing your insurer’s claims telephone number. If you are still unsure of your insurer’s contact details, please call us on 0800 183 6116 during our opening hours and we will provide you with this information.

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Will my home insurance policy automatically renew?

Depending on how you currently pay for your insurance, we may automatically renew your home insurance policy and any optional extras 5 days advance of the renewal date, unless you have asked us not to. If you paid in full, we won’t automatically renew your policies if your payment fails. We may, at our discretion, choose not to automatically renew if you have an unpaid balance or have had difficulty in making your payments. If you pay by instalments, cancelling your direct debit will not stop your policy from automatically renewing; you must contact us to stop the renewal. We will write to you before the renewal date to explain what will happen, and to let you know what the policy terms and new payments will be.

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