Here's a selection of our most frequently asked home insurance questions:
Q. What is contents insurance & how much do I need to insure my contents for?
A. Contents insurance covers loss or damage to your household items in your home. Generally these are items that you would take with you if you moved, such as beds, sofas, rugs and curtains.
To work out the total amount of contents cover you need you should add together the value of all your contents plus valuables, pedal cycles and personal possessions. The amount should also reflect how much it would cost to replace all of your items as new. You must make sure that the amount is correct as it may reduce your claim if you fail to do so.
To help you work out this figure we have produced a home contents estimator
Q. What is buildings insurance & how much do I need to insure my buildings for?
A. Buildings insurance covers loss or damage to the structure of your home and any outbuildings and private garages that belong to it. This means things like your roof, walls, windows and doors are covered.
For buildings insurance we offer a limit of cover of £1million; in most cases it takes away the risk of being under insured. You don’t need to worry about providing us with an actual rebuild value of your home. You only need to let us know if the rebuild cost of your home is more than this amount.
Q. Can I take out a policy for just buildings or contents insurance?
A. Yes, you can take out a policy for just buildings or contents insurance.
Q. I use a room as an office. Can you insure me for this?
A. Yes, our contents policy includes £5,000 cover for any office equipment you may have, like PCs, faxes and printers.
The work you do in your office must be clerical work such as administration and paperwork on behalf of your employer, and there must be no work visitors or employees coming to your home.
If you're running a business from the address or if there is a business registered to your address you will need to call one of our lovely people on 0800 023 2638 to see if we can provide you with a quote.
Q. What is home legal expenses and who does it cover?
A. Home legal expenses insurance is an optional extra, and is available to you if you take out either buildings and/or contents insurance.
Home legal expenses Insurance is protection for legal claims and disputes up to £100,000 to help you and any family members permanently living with you:
Q. What does accidental damage cover and how much am I covered for?
A. Accidental damage is damage caused suddenly by external means which is not expected and not deliberate.
What we mean by this is any damage caused by an unintentional accident. For example tripping over and breaking something, dropping something or maybe being careless when completing a task in the home.
Our buildings insurance automatically provides accidental damage cover for cables, underground pipes and drains, plus breakage of fixed glass, like windows, sanitary fittings and ceramic hobs. You can extend your buildings accidental damage cover to cover you for things like putting your foot through the ceiling.
Our contents insurance automatically provides accidental damage cover to home entertainment equipment, and to mirrors and glass or ceramic tops which form part of furniture. You can extend your contents accidental damage cover to cover accidents like spilling a drink on your carpet.
Q. Will my son or daughter’s contents be covered whilst they’re away at college or university?
A. Our contents insurance provides cover of up to £5,000 for loss or damage to your contents while temporarily kept in any student accommodation or any building in which you or your family study within the British Isles. For exclusions refer to your policy schedule.
Q. Am I covered for damage caused by water leaking?
A. Contents insurance will cover damage caused to your items, such as sofas and carpets, by a leak from a fixed tank, appliance or pipe.
Under our buildings insurance we provide cover for damage caused to your home by water leaking, again, from any fixed tank, appliance or pipe. We will also pay up to £5,000 for the cost of removing and replacing any part of the structure of your home to find and repair the source of a water leak.
For full terms and exclusions please refer to your policy schedule.
Q. What does liability cover?
A. Public liability insurance provides cover for claims from an injured person or damaged property which you are being held responsible for as the owner or occupier of your home. What this means is our buildings insurance covers you as the owner of the home for claims such as a tile falling off of your roof and injuring a visitor.
Our contents insurance covers you and your family as the occupiers of the property and would cover for things like a visitor tripping up over a lose rug. Under contents insurance we also cover you for personal liability for claims such as you accidentally poking someone in the eye with your umbrella when you’re out of the home.
For full terms and exclusions please refer to your policy schedule.
Q. What does my policy excess mean and what are my excesses?
A. An excess is the amount you must pay as the first part of any claim. Your excess may vary depending on the nature of your claim (for example an escape of water claim may have a different excess to an accidental damage claim). You can find your policy excesses on your schedule of home insurance.
Q. How do I cover any items that I take away from the home?
A. You can add them to the personal possessions section of your contents quote, which covers accidental loss or damage to any of your personal belongings (like jewellery items, mobile phones, handbags and tablets). Your items will be covered anywhere in Europe and up to 60 days worldwide in any one period of insurance.
The minimum level of cover we provide under personal possessions is £2,500, with no single item worth more than £1,500. If you have a single item worth more than this amount, it needs to be specified on your policy, which can be done when you obtain a quote
Q. Is my mobile covered on my policy?
A. Our contents insurance automatically covers your mobile in your home for things like damage caused by a fire or theft. If you need accidental damage cover for your mobile you will need to add extended accidental damage cover to your contents insurance.
To cover your mobile away from the home you will need to add personal possessions cover to your policy.
Q. Would my laptop automatically be covered under contents or do I need to specify it on my policy?
A. Laptops used in the home are automatically covered by our contents insurance. If you'd like your laptop to be covered away from the home, you will need to add personal possessions to your policy.
Q. Will I need to have certain types of locks or an alarm on my home?
A. If we need there to be a minimum level of security installed at your home we will notify you of this when you're getting a quote. You will also find this information on your schedule of home insurance.
Q. What do I need to do about outstanding payments?
A. If there are any outstanding payments on your Direct Debits you will need to call us on 0845 640 5620 to make a payment.
Q. When will I get my documents?
A. If you chose to receive your documents by email, they should be with you within three hours. Due to system constraints, at times they may take longer. If you chose to receive your document by post, they will arrive in five to seven days.
Q. Why haven't my documents arrived yet?
A. If you chose to receive your documents by email, this can take up to three hours to arrive. If you haven't received an email from us, we may have recorded your email address incorrectly, or your email settings may mean that you are unable to receive your documents electronically (maybe your mailbox is full, or your email provider thinks the email is spam).
If you chose to receive your documents by post, they can take up to seven days to arrive. If you haven't received them, they may be lost in the postal system, please contact us.
Q. I haven't got my documents, what should I do?
A. If you chose to receive your documents by email please check your email junk or spam folders. If for any reason your email is returned to us, we will automatically send your documents to you by post instead. If you haven't received your documents within seven days, please contact us.
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These documents are for new policies
Existing customers should call us on 0845 608 1075 for copies of their policy documents.
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