Frequently Asked Questions
All you need to know about Home Insurance
About home insurance
What is 'new for old'?
Items lost or damaged beyond repair will be at today's purchase price. The advantage is that you won't be left out of pocket when replacing items. Please note, 'new for old' does not apply to all your contents, as items such as clothing, household linen and pedal cycles need to have wear and tear taken into consideration. (Any cash settlement may also take into account trade discounts.)
What is an excess?
Excess is the amount you contribute if you make a claim for damage to or loss from your home.
Do I have to pay an excess, if so, how much?
The standard policy excess is £50, however, this is increased for claims under buildings insurance for incidents resulting from subsidence, heave or landslip. There is no excess for Home Emergency Cover, liability claims or legal expense claims over £100.
Can I pay a voluntary excess?
Yes, discounts are available if you want to pay an additional excess. This will be over and above the standard £50 excess.
What is accidental damage cover?
This applies for damage resulting from incidents that are of an accidental nature, such as putting your foot through the ceiling while you're in the loft.
Do I get accidental damage cover automatically?
Our standard buildings insurance automatically covers you. Our contents insurance gives accidental damage cover to non-portable electrical and gas appliances and can include the rest of your contents subject to an extra payment.
Will my building society accept your policy?
Yes, although they may often need a duplicate of the policy documents, which we'll provide free of charge.
Will you pay any administration fees if I move away from my building society?
Yes, up to a value of £25, upon proof of payment.
About your cover
Am I covered immediately?
If you buy your policy online (or on the phone) using a credit, debit or Switch card you'll be immediately covered so long as your payment is authorised.
What does my cover include?
To find out what's included in your cover, see the buildings policy details or contents policy details.
What help do I get in the event of a claim?
You can call our Home Emergency Line 24 hours a day. Phone the number shown on your policy schedule as soon as possible to report the loss or damage. You will be told how to proceed with your claim.
Are the contents of my shed or garage covered?
Yes, contents in outbuildings are covered up to a maximum of £3,000 in total.
Will you cover me if I work from home?
Usually this won't be a problem, but we do have to refer the quotation to the insurers, as very occasionally some occupations could result in increased premiums.
About your payment
Can I spread my payments and pay by monthly instalments?
Yes, we do offer payment by instalments. More about monthly payments.
How secure is my online payment?
We know that when you purchase items or services online you want your personal details and your credit or debit card information to be private and secure. We are committed to providing this security for you.
Our secure-server software encrypts all the details in your online transaction. The encryption process takes the characters you enter and converts them into a coded form, which is then securely transmitted.
Find out more about our website security.
Contact us
How can I contact you?
If you need any help or want to contact us, you can:
- Use our
Phone Me service.
Lines are open Monday to Friday 8am to 9pm, Saturday 8:30am to 6pm and Sunday 9am to 4pm.
Remember to log off the Internet if you have a dial-up service. - You can call us on 0800 197 6174.
Lines are open Monday to Friday 8am to 9pm, Saturday 8:30am to 6pm and Sunday 9am to 4pm.