Things to tell us about
What if I can't pay my monthly Direct Debit payments?
If you’re struggling to make your monthly Direct Debit payments, please let us know as soon as possible. Choose one of the options on the contact us page (phone, webchat or email).
There are different ways we might be able to help, like:
- changing the payment due date
- postponing the payment due date
- removing optional extras or policy upgrades you no longer need
- changing your policy details to reflect any new circumstances (e.g. reduced mileage or fewer named drivers)
- cancelling your policy (if appropriate)
We can also speak to somebody else on your behalf if you prefer. We’ll need your permission.
What do I need to specify on my policy?
A specified item is any high-risk item (e.g., jewellery, computers, art, or equipment) worth more than the 'Unspecified item limit'. It's usually £1,000, but please check your policy documents in MyAccount. If your item exceeds this limit, it must be listed on your Home Policy Schedule to be covered by your policy.
Please let us know if you need to update any specified items on your policy. Or contact us if you are unsure if your item should be specified.
How do I make a change to my cover?
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. It'll have the full list of when you need to update the policy.
If you need to make changes to your cover, contact us.
If you're unsure whether you need to tell us about a change, call us and check.
What our Home Insurance covers
What is accidental damage?
Accidental damage is a sudden, unexpected and visible loss or damage which isn't deliberate e.g., breaking a window by mistake or spilling something on a sofa. Call us if you wish to add this to your Admiral or Gold tier policy.
Am I covered for accidental damage?
Accidental damage cover for your Buildings or Contents is standard for Platinum customers. If you wish to add this onto to your Admiral or Gold tier policy, simply give us a call to upgrade.
What is matching items cover and when does it apply?
We include matching items cover on our Platinum tier. It covers you for replacing undamaged items if a part of a set is damaged and we can't find a replacement—for example, bathroom suites, fitted kitchens, floor and wall coverings or furniture suites.
Excess
What's my excess?
You can find all your total excess amounts in your Policy Schedule by logging into MyAccount if you're an existing customer.
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. A higher compulsory excess applies if you claim for escape of water, flood or subsidence.
The higher of the two excess applies if your claim involves both Buildings and Contents.
Log into MyAccount and view your documents to see your excesses.
Claims
How long will my claim take?
Each claim is different so the time taken to complete your claim will vary.
If you're unsure of your claims status you can contact us directly via phone or webchat. Alternatively you can contact the supplier dealing with your claim (in this case we would have provided you with their contact details).
Contact us if you've already had a quote or estimate, then we can discuss the option of a cash settlement, which can speed up the process.
Is it worth me making a claim?
When deciding to make a claim, we recommend checking your policy details, including the excess and your cover levels, by logging into MyAccount. You can contact us via phone or webchat to check these details too.
How do you decide whether my item is repaired or replaced?
There are a few ways we can settle a claim, including repairing an item, replacing an item, restoring (cleaning) an item, providing vouchers, paying you the cost to replace it or undertake repairs or restoring your home or belongings.
We'll consider policy limits and the sum you have asked us to insure you for (both available in your policy documents).
If you already have a quote or estimate, you can contact us to discuss the option of a cash settlement, which can speed up the process.
Home Emergency Cover
What is the difference between Boiler Emergency Cover and Home Emergency Cover?
Boiler Emergency Cover pays up to £500 for any heating or boiler emergency. You won't pay any excess and can make two claims every policy term. Home Emergency Cover includes everything that Boiler Emergency covers, plus extra cover for plumbing, drainage, roofing and a range of potential home disasters with no excess and unlimited claims.
My boiler is beyond economic repair. Will you contribute to its replacement?
Boiler and Home Emergency provide temporary repairs only - we won't cover replacing your boiler or contribute towards replacing it.
What happens if the cost of a repair is more than £500?
If your emergency repair costs more, you’ll need to pay any amount over £500.
Family Legal Protection
What is family legal protection and what does it cover?
Family Legal Protection aims to provide affordable access to legal help. It protects our customers and their families from costs relating to legal issues covered by the policy. For example, we could cover matters like employment disputes and contract disputes with third parties.
The policy has free over-the-phone legal advice with qualified advisors on any personal legal issue under UK and EU law. For full details of the cover, please refer to the 'Guide to Family Legal Protection' in your policy wording.
DAS Legal Expenses Insurance Company (DAS) provides this cover. Please see your policy documents for their contact details.
Platinum policies include this cover as standard, but contact us if you wish to add it to your Admiral or Gold policy.
Why do you use a supplier for this type of policy?
We use a supplier for this service to ensure you have the specialist guidance, assistance and representation you need.
How often can I call the legal advice helpline?
As often as you need. There are no limits on how many times you can call.
Want more product information?
Click below to see what our home insurance covers and how it works.
Home Insurance