Home Insurance frequently asked questions
What is covered by my Standard Contents cover or Standard Buildings
cover?
Our standard Contents cover has been designed to cover the most common eventualities and has a comprehensive range of features. Our Buildings Standard Cover provides protection to your home should the unthinkable happen.
Which items are treated as 'valuables'?
By 'valuables' we mean jewellery (including costume jewellery), articles of or containing gold silver or other precious metals, cameras (which includes video cameras and camcorders), binoculars, watches, furs, paintings and other works of art, collections of stamps coins and medals.
Is my TV or Home PC treated as a 'valuable'?
No, we treat your TV or home PC as part of your overall standard contents cover and they will be covered up to your sum insured shown in your policy.
Is this a new for old policy?
Yes! This is a new for old Contents policy and all items lost or damaged will be replaced at today's prices provided you have selected an adequate sum insured. However, there will be a reduction for wear and tear for items such as clothing, furs and household linen.
How do I know my property is suffering, or has suffered, from subsidence?
The danger signs of subsidence are cracking, displacement of window frames, or sticking doors due to displacement of frames. You can find out more about the history of your property through a Local Authority Search, which will have a record of all building work carried out at the property, including underpinning.
What is the rebuild value of my house?
The rebuilding value is not the same as the market value, but relates to rebuilding costs, including materials and labour if the buildings were completely destroyed.
Who can be a joint policy holder?
A joint policyholder can be:
- A member of your family
- Common law spouse / partner
- Someone you have a mortgage with
- Someone you have a joint private bank account with
- No other relationships are acceptable
If I lose my keys is the replacement of my locks covered?
Yes, we will pay up to £500 to replace locks or lock mechanisms and keys (excluding those for a garage or shed).
Are my children's belongings covered by my contents policy whilst they're
at university?
Theft will be restricted to forcible and violent entry to or exit from the premises in which they are staying during term time up to £2,500.
Am I covered for public liability under my contents policy?
Yes, we will cover up to £2,000,000 if you or your family becomes legally liable to pay during the period of insurance - Please see our full Terms and Conditions in our policy document.
Will you find me help if I have a burst pipe at 2am?
Yes, there is a 24-hour emergency help line 01772 758054 included in your standard cover that will be able to advise you and help to provide an approved tradesperson. We automatically include home assistance as standard and will cover you for up to £500 of call out charges, parts and materials in the event of an emergency.
I use my home for business. Am I still covered?
Yes, As long as the business use is solely clerical and business callers are by appointment and do not exceed 10 per week.
What if my circumstances change?
We have a team of fully trained customer service advisors on hand to help you deal with all sorts of changes, for example, if you are going to move home or build an extension. Our customer service line is 0845 608 0881 and our lines are open:
- 8am - 9pm Monday to Friday
- 9am - 6pm Saturday
- 10am - 2pm on Sunday
Do I have any cover away from home?
Optional cover is available to protect your personal possessions when they are taken away from the home.
Do I pay an excess if I make a claim?
Yes, our excess on a standard claim is £100. Claims for subsidence carry a variable excess, this amount depends on your property location. Your excess will be shown on your policy schedule.
How do I retrieve my online quote?
Please click on the home insurances tab and click on the button 'Retrieve my quote'. You will then be asked to enter your reference and password (this was set by you when you completed your online quote). If you have forgotten your log-in details please call us on 0845 608 0881. Our lines are open 8am - 9pm Monday to Friday, 9am - 6pm Saturdays and 10am - 2pm on Sundays.