FAQs
- Can I have immediate cover?
- How can I pay for my policy?
- Can I switch from my mortgage lender?
- Do I pay an excess if I make a claim?
- When can I report a claim?
- What does Buildings Insurance cover?
- Do I need to know my buildings re-build cost?
- What does Contents Insurance cover?
- How much should I insure my contents for?
- Are the contents of my garage or outbuilding covered?
- Do I need to specify all my valuable items such as furniture?
- Am I covered if I work from Home?
- Are Pedal Cycles covered under Contents?
- Are my contents covered outside of my home or if I take them on holiday with me?
- What is Personal Items cover?
- What levels of Personal Items cover do you provide?
- What is Accidental Damage cover?
- Do I get Accidental Damage cover automatically?
- What is Family Legal Protection?
- What is Home Emergency cover?
- What if I change my mind about this policy?
Can I have immediate cover?
Yes. Cover is provided once payment details have been taken and processed and starts from the start date you have entered.
How can I pay for my policy?
You can pay using your credit, debit or switch card or you may prefer to pay using our flexible direct debit plan.
Can I switch from my mortgage lender?
Yes you can. If you are already insured with another company, you'll find it easy to switch to us. And, if your current mortgage lender charges you for switching your buildings insurance, you can claim up to £25 back from us.
Do I pay an excess if I make a claim?
Yes, our excess on a standard claim is £50, or £75 if the claim relates to accidental damage. Claims for subsidence, landslip and heave carry an excess of £1,000.
- There is no excess for Family Legal Protection claims.
- There is no excess for Home Emergency Cover claims.
When can I report a claim?
You can rest assured that if the worst does happen, you will have immediate access to our claims service. All our claims lines, including Family Legal Protection and Home Emergency Cover are available 24 hours a day, 365 days a year.
What does Buildings Insurance cover?
This is the cover you need to protect the physical structure of your home, and permanent fixtures such as kitchen units and bathroom suites, against fire, lightning, explosions, earthquakes, smoke, riots, theft, subsidence, storms and floods.
We've also included a number of extras, so if your home is damaged by something covered by your policy, we'll cover you for additional expenses like alternative accommodation for you and your family while your home is repaired.
Limits and restrictions apply, please refer to the policy wording for full details.
Do I need to know my buildings re-build cost?
No, in most cases the buildings section of your policy automatically provides cover up to £500,000 for the cost of rebuilding your home and any outbuildings so you'll never have to worry about being underinsured.
Please note that in some circumstances we are not able to provide the £500,000 automatic cover and we will require you to advise us of the re-build value of your property and this will then be the amount of cover we provide.
What does Contents Insurance cover?
Generally, moveable furniture and fittings - like sofas, curtains, beds, rugs and also aerials and satellite dishes.
They are all covered for loss or damage from fire, lightning, explosions, earthquakes, smoke, riots, theft, subsidence, storms and floods.
Plus we cover some extras - accidental damage to home entertainment goods like your television and computer, cover for freezer contents, replacement locks if your keys are lost or stolen, cover for contents in your garden, and extra cover for wedding gifts if you or someone in your family get married. We'll even give you extra cover over the festive season.
It's all covered on a new-for-old basis with the exception of your clothes and linen.
How much should I insure my contents for?
You should insure your contents for the amount it would cost you to replace them as new.
Are the contents of my garage or outbuilding covered?
Yes, providing the building is locked we provide automatic cover up to £2,500.
Do I need to specify all my valuable items such as furniture?
No, you only need to specify items that are worth more than the amounts that are detailed below and fall under our definition of a "valuable".
Up to £5,000 for any one Plasma, Liquid Crystal Display, Digital Light Projection, Front Projection or CRT Front Projection television, free-standing hot tub, free-standing jacuzzi or free-standing spa.
Up to £2,500 for any other item, pair or set that is defined as a "valuable".
When we refer to "Valuables" we mean
- Coin, stamp or medal collections valued over £1,000
- Articles of gold, silver, other precious metals
- Jewellery, gemstones, pearls
- Furs, watches
- Audio, video and computer equipment
- Telescopes, binoculars, photographic equipment
- Musical instruments and guns
Valuables are included in our standard policy cover providing the total value is not more than 35% of the contents sum insured and is subject to the single item limits shown above. If you need to increase the standard valuable limit or need to specify any items please call us.
Am I covered if I work from Home?
When you take out contents cover with us, your policy automatically covers business equipment in the home up to £5,000. This includes items such as computers, printers, fax machines providing they are not owned by your employer.
A full definition of business equipment can be found within the policy wording, which is available to download.
Are Pedal Cycles covered under Contents?
If the bicycle is stolen from your home, (including its garages and outbuilding) this is covered under standard contents insurance. However, if the bicycle is stolen while away from the home, it will only be covered if you have selected the Personal Items section.
Are my contents covered outside of my home or if I take them on holiday with me?
Your Contents Insurance covers items that are temporarily away from home but in another building, like your office. You'll need to take out Personal Items cover for items such as your mobile phone, pedal cycles, glasses, jewellery and camera to make sure they're protected while you're carrying them around with you.
Limits and restrictions apply, please refer to the policy wording for full details.
What is Personal Items cover?
If you add this to your contents cover, it gives you extra protection for your portable possessions, such as pedal cycles, jewellery, glasses, cameras and mobile phones, when they are outside of your home both in Britain and abroad for the limit shown in your policy documents.
If you have a new camera it's covered by your contents policy while it's in the house. But take it out for the day to take pictures of your family at a wedding and you'll need Personal Items cover.
What levels of Personal Items cover do you provide?
You can select any amount between £2,500 and £10,000 and there is a single item limit of £2,500 (£500 for Pedal Cycles). The Personal Items section also includes some additional benefits as standard
- Money Cover - up to £500
- Credit Cards - up to £1,000
- Pedal Cycles - up to £1,000
If you wish to increase these limits then please call us.
What is Accidental Damage cover?
If you put your foot through the ceiling while you're up in the loft, the Accidental Damage part of your buildings policy would cover this. And if you accidentally dropped a tin of paint onto your sofa while decorating, the Accidental Damage part of your contents policy would ensure this was resolved.
Our policy automatically provides Accidental Damage on buildings free of charge. You can choose to add Accidental Damage to your contents cover.
Please note that Accidental Damage on buildings is not available if your property is let or unoccupied.
Do I get Accidental Damage cover automatically?
Buildings
Our buildings insurance automatically includes accidental damage cover free of charge providing the property is not let or unoccupied.
Contents
Our contents insurance automatically provides restricted accidental damage for the following items
- Glass tops and fixed glass in furniture
- Ceramic glass in cooker hobs
- Mirrors
- Television sets, video, audio and computer equipment
- Radio and television aerials or satellite dishes
What is Family Legal Protection?
If you need legal advice you'll have 24 hour access to our team of experts. You can talk through any private legal issues with them in confidence and, if you have a case for claiming for something like faulty goods or employment disputes, the policy will pay up to £50,000 of your legal costs.
What is Home Emergency cover?
If you need emergency property assistance you'll have 24 hour access to our team who can appoint a qualified tradesman 365 days a year. The policy will provide emergency cover in situations such as your primary heating system has failed, failure of the electricity supply or infestation of pests. The policy will help with emergency fees up to £300 per event.
What if I change my mind about this policy?
All products have a 14-day right of withdrawal. Should you wish to exercise this right, please send a written request to do so. If the policy is cancelled before the commencement of cover a full refund will be made. However, if cover has commenced the refund of the premium will be pro-rata less any cancellation charge the insurer may make.
If the policy is cancelled after the 14-day withdrawal period the refund of the premium will be pro-rata less any cancellation charge the insurer may make and our administration fee of £35.00.
We will not refund any of your premium if you have made a claim during the period of insurance, or if you have a pending claim. If you are paying by instalments you must pay the balance of the full annual premium.
