Home Insurance FAQs

If you lose or damage a specified item we'll remove it from the policy as part of the claims process as it'll no longer need cover. If the replacement is worth over £1,000, you must specify the new item with our Customer Services Department. You won't need to take any action if the claim is validated and you receive vouchers or a cash settlement and choose NOT to replace the item.

It means we'll replace an item as if it is brand new rather than second-hand. It only applies if your claim is valid and an item is replaced rather than repaired.

Bicycles worth £350 or less are covered as standard on all Admiral Home Insurance policies. Accessories are also covered whilst attached to your bicycle.

If your bicycle is worth more than £350, you'll need to add it as a specified item. You can contact us here if you want to add a bicycle as a specified item.

We classify mobile phones as high-risk items, which we cover under your contents policy. You may need to specify your mobile on your policy if it's worth more than the unspecified items limit. The unspecified item limit is usually £1,000, but please check this in your policy documents. Contact us if you need to add your mobile phone to your policy.

Sometimes leaks can happen where we can't see them. If you suspect 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 building to resolve this under trace and access cover (subject to policy limits). If you need to make a claim or have any questions, please contact us.

Your home insurance policy doesn't cover faulty workmanship, installation or design. However, if you have Family Legal Protection, you may have cover to help you resolve these issues. Platinum customers have Family Legal Protection as standard. You can find full details in your policy documents.

'Cover Away from Home' covers personal possessions you take away from your home. We include it as standard for Platinum customers. If you would like to add this to your policy, contact us.

Insurance covers you for unexpected loss or damage to your home or contents. However, loss or damage caused by faulty design, inadequate or inaccurate plans or specifications, faulty materials or poor workmanship are not covered. Contact us as soon as possible if you want to make a claim.

Buildings insurance covers the structure of your home and its permanent fixtures and fittings, including your garages and outbuildings.

It covers the contents in your home, which we consider to be household goods, high-risk items and personal belongings, which you or your family own or are legally responsible for. Tenant's fixtures and fittings are considered contents on our policies too. You can learn more about what we define as contents in your policy's 'Definitions' section.

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. Subsidence can cause cracking in your walls and floors.

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, contact us to discuss the best course of action.

When ground movement occurs, this may result in subsidence and cracks in walls. These cracks are commonly diagonal or vertical, usually wider at the top and taper to a point. Wrinkling or creasing of internal wallpaper is also a common sign of subsidence. Contact us if you have any questions.

Alternative accommodation and loss of rent are available if your home is not fit to live in because of an event covered under your policy, or following a compulsory evacuation of your home by a local authority or emergency services. This part of the policy covers reasonable temporary accommodation costs for you, your family and your pets while a supplier repairs your home. It may also cover any ground rent you still have to pay and rent you would have received under a contract if your home were let (including short-term letting). Please check your policy for the full terms and conditions of what is and isn't covered.

Alternative accommodation and loss of rent are also available following a compulsory evacuation from your home by a local authority or emergency service. This covers the reasonable temporary accommodation costs for you, your family and your pets, until the local authority or emergency services confirm you can return to your home. This cover is available on our buildings policies only. Please check your policy for the full terms and conditions of what is and isn't covered

Wear and tear isn't covered under most insurance policies. It refers to damage which happens gradually. For example, wet or dry rot, gradual exposure to sunlight, the house settling in the ground over time, worn carpet, mould, mildew, rust or corrosion effects.

The policy definition of a storm is wind with gusts of at least 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. We don't cover storm damage or loss to any gate, fence or hedge. However, please check in your policy booklet if you are claiming for a different cause.

You can find these on your Home Policy Schedule in MyAccount. Contact us if you need help.

As your policy states, you must notify us of your claim as soon as possible. If you proceed with repairs or remove any damaged items before informing us, it may limit the information we have to validate your claim. This could result in your claim settlement being reduced or not being paid.

We may reimburse you for reasonable costs if you need to undertake emergency repairs or remove items to limit damage to your home. We'll need copies of the receipt/invoice for any completed work and any photos/evidence of the damage. We can use this evidence to validate your claim.

If it is an emergency check your policy details to see if you have Home Emergency cover.

We appoint suppliers 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 work together to restore your home or contents. We also have suppliers that can assist with electronics, alternative accommodation, glazing, locks, etc.

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 you purchased an item. If you do not have supporting documents it may limit the amount you can claim for or you may not be able to make a claim. Please don't throw away the damaged item; it could help us settle your claim faster.

We'll pay in cash or vouchers up to the amount we could repair, restore or replace the item if you request and agree to a cash settlement.

Notify us as soon as possible if you wish to claim for something. If you need help deciding whether to make a claim, you can obtain quotes to help.

Remember: your policy requires you to limit the damage to your home. We also ask that a qualified person produces the quotes.

If you do obtain your own estimates or quotes and want to proceed with a cash settlement, contact us.

We're always here for you, and if you change your mind or would like to register a claim, please don't hesitate to contact us.

Not always. The amount of money you receive in a settlement is not the maximum limit in a policy section. It's the cost of the replacement or repair of the item minus any excess.

If your home is uninhabitable, we'll discuss some options, including a hotel stay or short-term let. It'll depend on your circumstances.

You don't need to leave your home, providing it's safe to remain living there. We can help make your home more comfortable by providing temporary washing, cooking or cleaning facilities. We can offer payment to cover any inconvenience this causes, too. If you prefer this option instead of alternative accommodation, please speak to your Claims Handler.

Any claim you make on your policy can impact your future premium. We can't tell you the impact it'll have at the point of the claim. However, at renewal, we'll send full details of the new premium in your renewal pack.

No, Boiler and Home Emergency Claims don’t affect your premium.

Only if we’ve agreed to it beforehand.

Full repairs aren't 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.

No, Boiler and Home Emergency only covers emergencies reported within the first 48 hours of being discovered unless there's an underlying reason why you couldn't report it within that timeframe.

Firstly, you should register the Home Emergency claim by calling the 24-hour emergency helpline on 0345 609 4375 within 48 hours of discovering the emergency. Once you've reported it, register your claim by logging into MyAccount or calling us on 0333 220 2035.

To make a claim, you must call the 24-hour emergency helpline on 0345 609 4375 within 48 hours of discovering the emergency. The helpline is open every day of the year. You or someone you've authorised can make the claim.

No. Excess doesn't apply for a Boiler Emergency or Home Emergency claim.

Key theft isn't covered under your Home Emergency policy. However, your main household policy could cover it. Follow this link to find out how to register a home insurance claim.

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

You can’t claim for legal disputes that started before your cover start date.

A solicitor reviews all civil Family Legal Protection claims to see if your claim will likely succeed. For a claim to be accepted, it must meet the definition of reasonable prospects of success, which means you must have a 51% chance (or more) of winning your case.

Yes, you can. Family Legal Protection covers legal expenses up to £100,000 per claim for any personal legal matter that affects you or your family. You can find full details in your policy documents.

The policy covers you and any member of your family who permanently lives with you. This could include students temporarily living away from home and unmarried partners.

At the start of a claim, DAS/Arc Legal will appoint one of their preferred law firms to act as your appointed representative. They'll always try to settle your claim without going to court. If it's necessary to go to court and legal proceedings are issued, or if there is a conflict of interest, you may choose your law firm to act as an appointed representative. If you prefer your law firm, DAS or Arc Legal will only pay them the amount they would pay their preferred firms. The amount DAS and Arc Legal will pay a law firm when acting as appointed representatives is currently £100 per hour.

It varies. A legal claim can take a few weeks or many years to settle, depending on the complexity of the claim, the type of peril and the general legal environment.

You'll be responsible for any costs which exceed the policy limit.