Things to tell us about
What do I need to specify on my policy and what will happen if I don't?
A specified item is any high-risk item that exceeds the ‘Unspecified item limit’ and therefore must be listed on your Home Policy Schedule. Please tell us if any high-risk item with a value of more than the ‘Unspecified item limit’ needs to be shown in your policy documents
Do I need to tell you if I have made changes to my outbuildings? (e.g. garages/sheds converted into an office, bar, or home gym).
Yes. Please tell us about any changes to your property.
How do I make a change to my cover?
If you need to make changes to your cover, simply log into your MyAccount or contact us using the information in this link.
What our Home Insurance covers
What is accidental damage?
Accidental damage is the sudden, unexpected and visible loss or damage which has not been caused deliberately.
Am I covered for accidental damage?
Accidental damage to your Buildings/Contents is only standard to the Platinum tier of policy however, don’t worry, if you wish to add this onto to your Admiral or Gold tier policy simply request it at the point of sale or during your policy term to upgrade.
What is wear and tear and is it covered under my policy?
Wear and tear is not covered under the home insurance policy. It refers to damage which is caused by anything that happens gradually. For example, this could be as a consequence of wet or dry rot, gradual exposure to sunlight or other atmospheric conditions, the house settling in the ground over time, or mould, mildew, rust, or corrosion.
The claims process
How long will my claim take take?
This depends on the multiple factors, like the complexity of the claim, the availability of evidence, and the type of repair or replacement that is needed. If you have to register a claim, the claims handler you speak to will be able to explain the steps of the claims process in more detail.
Is it worth me making a claim?
We're not able to suggest whether or not you should make a claim. However, our claims handlers are available to answer any questions you may have to help you better understand how the claims process works.
How do you decide whether my item is repaired or replaced?
There are a number of ways that a claim can be fulfilled; these include repairing an item, replacing an item, restoring (cleaning) an item, providing vouchers, or to pay you the cost to undertake repairs, replace, or restore your home or belongings. We will also take into consideration policy limits and the sum you have asked us to insure you for (both available in your Home Proposal Document).
Excesses and renewals
What's my excess?
If you are an existing customer, you can find all your total excess amounts in your Policy Schedule by logging into MyAccount.
How do I know which excess applies to my claim?
Your total excess is made up of a compulsory excess and the voluntary excess you chose when you purchased your policy. If you make a claim for Escape of Water, Flood, or Subsidence a higher compulsory excess will apply.
If your claim involves both Buildings and Contents, the higher of the two excesses will apply.
To view your excesses please log into MyAccount to view your documents.
How does a claim impact my future premium?
If a claim is made on your policy it may have an impact on your future premium. At the point of claim, we are often unable to tell you what impact, if any, it will have. However, when your renewal package is sent, full details of the new premium will be included.
Alternative accommodation
What is alternative accommodation?
Alternative accommodation and loss of rent is available if your home is not fit to be lived in because of an event covered under your policy. This part of the policy covers you for reasonable costs of temporary accommodation for you, your family and your pets, while your home is being repaired. It may also cover any ground rent you still have to pay, rent you would have received under a contract if your home were let (including short-term letting). Please check your policy booklet for the full terms and conditions of what is and what is not covered.
If I need to move out of my house, where will I go?
If your home is not habitable, we will discuss a number of options with you, these might include a hotel stay, short-term let etc. dependent on your personal circumstances.
I don’t want to move out, but I don’t have full facilities at my house. Can you help?
If you would rather not leave your home but it is safe to remain living there, we can help make you more comfortable by providing temporary washing, cooking or cleaning facilities or offer a payment to cover the inconvenience this causes. If you would like to look at this option rather than alternative accommodation and it is safe to do so, please speak to your Claims Handler.
Home and boiler emergency
What is the difference between Boiler Emergency Cover and Home Emergency Cover?
Admiral Gold tier policy customer have Boiler Emergency Cover as standard, which covers 2 call outs per year for heating- or boiler-related emergencies.
Admiral Platinum tier policy customers have Home Emergency Cover as standard. It covers not only the same emergencies as boiler emergency cover but also has extra cover for various other causes, like plumbing, and drainage. Under this policy there is no limit to the number of claims you can make.
You can upgrade to Home Emergency Cover for Admiral and Gold-tier policies at the point of sale or during the term of your policy (further information can be found here).
My boiler will cost more to repair than replace, will you make a contribution to its replacement?
Boiler emergency and home emergency cover provides temporary repairs only, so there is no cover for a contribution to replace your boiler.
What happens if the cost of repair is more than the policy limit?
The cost of the claim is covered by Admiral up to the policy limit. If your temporary repair will cost more, Admiral may ask you to pay a contribution towards the repair. However, we will always discuss what options are best for you and other areas of cover that may exist within the policy that could help.
Family Legal Protection
What is family legal protection and what does it cover?
This cover is included as standard with your Platinum policy, but if wish to add it to your Admiral or Gold Tier policy please contact us. This cover considers the costs associated with appointing solicitors handle a range of legal matters. For full details of the cover, please refer to the 'Guide to Family Legal Protection' in your policy wording.
Why do you use a supplier for this type of policy?
Admiral uses a supplier for this service to ensure that you have the benefits of the specialist guidance, assistance, and representation you need.