Home Insurance FAQs

You must tell us about changes like moving home, renovations, renting or leaving your property unoccupied. Please refer to the "Keeping your policy up to date" section of the policy book for the full list and details of when the policy must be updated and how to do this.

If you lose or damage a specified item and is replaced as part of a claim, we will remove the item from the policy as it will no longer require cover. If the replacement is over the unspecified limit, you will need to specify the new item with our Customer Services Department. If the claim is validated and you receive vouchers or a cash settlement and choose NOT to replace the item you will not need to take any action.

Matching items cover is included on Platinum tier cover. This covers you for the replacement of undamaged items if a part of a set is damaged and Admiral are unable to find a replacement. For example, bathroom suites, fitted kitchens, or floor coverings.

The policy definition of storm is wind with gusts of at least 48 knots (55mph), heavy rainfall at a rate of at least 25mm per hour, snow to a depth of at least 30cm in 24 hours, or hail that causes damage to hard surfaces or breaks glass.

Loss or damage to any gate, fence or hedge is not covered if it is damaged by storm. However, please check in your policy booklet if you are claiming for a different claim cause.

If your claim is valid and an item is replaced rather than repaired, the item will be replaced as if it is brand new rather than second hand.

There is standard policy cover (please see limits in your Policy Schedule) for bicycles and their accessories. There are some circumstances however where it is necessary to add your bicycle as a specified item. You can find out more about how to contact us to do this by clicking here.

Musical items are covered under your policy as a High Risk Item. Please be aware that if the item exceeds the unspecified limit (this can be found in your Policy Schedule), it will need to be specified under the terms of your policy. You can find out more about how to contact us to do this by clicking here.

If your television is no longer manufactured we will look to provide you with a similar replacement with the same specification. If this is not possible, your claims handler will discuss your options with you.

A mobile phone is classed as a high risk item and cover is available under the contents policy for it. If your mobile phone is worth more than the unspecified items limit (which can be found in your Policy Schedule) there may be a requirement to specify it on your policy. You can find out more about how to contact us to do this by clicking here.

Sometimes leaks can happen where we can't see them. If you suspect there may be a leak within your home, and you are a Gold or Platinum tier customer, you may have cover to remove or replace any part of the buildings to resolve this under trace and access cover (subject to policy limits). If you need to make a claim please contact us using the contact details by following this link.

Faulty workmanship, installation, or design are not insured under the home policy. However, there may be cover under the Family Legal Protection policy for attempting to resolve issues such as this. Full details can be found in your Policy Wording.

Your policy does not cover damage caused by pets (chewing, scratching, tearing, fouling or vomiting), and neither is there cover for any damage by insects or pests.

This element of the policy covers personal possessions (for the Platinum tier of cover) and items you have specified individually (on all tiers of cover) when you take them away from your home. If you would like to add this to your Admiral or Gold tier policy, request it when purchasing your policy or it can be added during your policy term. More information on how to do this can be found here.

Business equipment are items that is used mainly for you or your family's profession, business, trade or employment, or belongs to your employer. used for commercial purposes. Personal equipment are items that are owned and used by you for recreational purposes.

Information about how to prepare your home for winter can be found here.

The purpose of insurance is to cover you for unexpected loss or damage to your home or contents. Unless the renovation is a repair as a result of damage caused by one of the elements covered by your policy, this would not be covered. In the event you wish to make a claim, please contact us as soon as possible.

Buildings is considered as your home and its permanent fixtures and fittings. Further information about this can be found in the 'Definitions' section of your policy wording.

Contents are considered to be household goods, high risk items, and personal belongings which you or your family own, or are legally responsible for. On our policies tenant's fixtures and fittings are also considered contents. Further information about what is and is not included as contents can be found in the 'Definitions' section of your policy wording.

Subsidence is when the ground below your home sinks. It puts your home at risk of damage as the foundations can drop, resulting in movement. This can cause cracking in your walls and floors and across different structures, such as the main home and an outbuilding, e.g., garage, porch, or conservatory.

We offer cover for loss and damage caused by subsidence, heave, and landslip, with some exclusions applicable to this cover.

If you suspect your home is suffering from subsidence, then contact us to discuss the best course of action.

Find out more about subsidence.

There are several potential causes of subsidence; 

1. Shrinking and swelling of clay soil, made worse by the roots of nearby trees extracting moisture. This results in dryness of the soil and downward movement of the foundations, causing cracking.
2. Gravel and sand-like soil being washed away by a leaking water or drainage pipe.
3. Movement of different soils underneath the foundations of your home. Where movement occurs, this may result in subsidence.
4. Soils such as peat may decompose, resulting in ground movement.

If you suspect your home is suffering from subsidence, then contact us to discuss the best course of action.

Find out more on subsidence.

Cracks caused by subsidence are commonly diagonal or vertical and are usually wider at the top and taper to a point. Wrinkling or creasing of internal wallpaper is also a common sign of subsidence.

If you suspect your home is suffering from subsidence, then contact us to discuss the best course of action.

Find out more on subsidence.

Your policy requests that you notify us of your claim as soon as possible, where we can help by giving advice, guidance, and validate your claim. If you proceed with repairs prior to informing us, it may limit the amount of information we have to validate your claim and may result in your claim being turned down, or your settlement being decreased.

However, if you need to undertake emergency repairs to limit the damage happening to your home we may be able to reimburse you for reasonable costs for this by sending us a copy of the receipt/invoice and the claim is validated.

Suppliers are appointed to assist us in validating and resolving your claim. We use loss adjustors and surveyors to visit your property and validate claims. If the claim is accepted, we have a network of specialist suppliers who can then work together on restoring the various parts of your home or contents. We also have other suppliers that can assist with electronics, alternative accommodation, glazing and locks, and many more.

We may ask you for information to support your claim such as: receipts, invoices, or valuations dated before the item was insured, instruction booklets, photographs, or details of where and when an item was purchased. Please don't throw away the damaged item as it could help us settle your claim faster. If you do not provide documents to support your claim it may limit the amount you can claim for or result in your claim being turned down.

If a cash settlement is requested and agreed, we will pay in cash or vouchers up to the amount we could repair, restore or replace the item for.

Once your claim has been validated, we will discuss options on how to best settle your claim with you. We will often agree for you to use your own tradesperson if this is what you would like to do provided that their costs are reasonable. We do this by asking for at least 2 detailed estimates and compare this to our own supplier network.

If you experience a situation that you wish to claim for, please notify us as soon as reasonably possible. If you are not sure whether to make a claim you can obtain quotes to help you decide. Please remember though, your policy requires you to limit the damage that is occurring to your home and we'd ask that the estimates/quotes are produced by a qualified person in the particular field of repair.

We are always here for you and if you change your mind or you would like to register a claim, please do not hesitate to contact us.

These can be found on your Home Proposal of Home Policy Schedule. These documents can be found in your MiClaim account or you can contact us if you require guidance.

The amount of money you receive in settlement is not the maximum limit of that section of the policy. Instead it is the cost of the replacement/repair of the item net of any excess.

Under the cover for alternative accommodation we will cover the reasonable cost of temporary accommodation for you, your family and your pets, while your home is being repaired. For full terms and conditions, please refer to your policy wording.

If the accommodation we provide creates additional costs you would not normally have in your everyday life, we may provide you with reimbursement of some costs (e.g. additional travel) provided that receipts are available.

No excess applies for a boiler emergency or home emergency claim.

Boiler emergency and home emergency claims do not usually affect price of your policy.

We are happy for you to use your own supplier to resolve your emergency, however, please contact us and notify our home emergency department beforehand.

Theft of keys is not covered under your home emergency policy, however there may be cover under your main household policy. To find out how to register a home insurance claim for this please follow this link.

Boiler and Home Emergency covers temporary repairs only. As such, a full boiler replacement is not covered under the terms of the policy.

Boiler emergency and home emergency policies cover temporary repairs to protect you and your property from further damage. Full repairs are not covered under the terms of the policy.