Home insurance existing customers

Can't find your documents?

If you chose to have your documents emailed, they would've come from the email address [email protected]

Still can't find them? We've got you covered...

Log in or register for our online account

Great news! You can now view your documents all in one place 24/7. Simply log in or register for your account by visiting our page.

Didn't find what you were looking for? These documents might help...

You can get this and other documents from us in Braille, large print or audio by contacting us

• Home insurance and Home Plus insurance terms and conditions document (PDF, 246KB)
• Home insurance product information document (PDF, 456KB)
• Home Plus insurance product information document (PDF, 479KB)
• Home legal expenses document (PDF, 109KB)
• Home emergency document (PDF, 154KB)
• Home insurance cover and limits document (PDF 367KB)
• How we use your personal information

Need to make a change to your policy, like changing your address or updating your contents limit?

Speak to our friendly people today 

 0800 085 5664

Mon to Fri 8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am  - 4pm
For Text Phone first dial 18001
Calls will be recorded

Want to cancel your renewal?

If you'd like to cancel your renewal, you can use our online services to do this up to 4 working days before your cover is due to end.

You’ll be taken to our renewals page where you can access your policy using the policy number and renewal date. Don't worry if you see reference to ‘payment’, this is just the first step of the process - you won’t pay anything to cancel your renewal.

Update your marketing preferences 

Change marketing preferences

Would you like to renew your policy online?

About three weeks before the renewal date of your home insurance policy, we'll send you a handy pack with all the details on how to renew your policy.

The pack will include a schedule summarising:

• The cover and price of your policy
• Details of the home insured
• Details of any optional extras you've chosen

Check this carefully as we'll base your renewal offer on this information.

More information about renewing

Renew online if you don't need to make any changes to your policy

• Secure online process
• All you need is your renewal documents

Renew online

If you'd like to make changes or talk to us about your policy, just give us a call:

 0800 085 5664

Mon to Fri 8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am  - 4pm
For Text Phone first dial 18001
Calls will be recorded

Loyalty matters

We’ll make sure your renewal price is the same or cheaper than if you were a new customer with like-for-like cover from us. Find out how our renewal pricing works

Looking to cancel your automatic renewal?

My renewal date is in 30 days or less

My renewal date is more than 30 days away

• You can cancel your renewal by speaking to one of our live chat team. If we're available to chat, you'll see a green 'chat now' button in the bottom right of the screen. Give it a click and we'll get started.

• If we're not available then simply fill out our online automatic renewal cancellation form and we’ll do the rest

Loyalty matters

We’ll make sure your renewal price is the same or cheaper than if you were a new customer with like-for-like cover from us. Find out how our renewal pricing works

If you’d like to register or log into your account, simply visit our page.

Before you decide to claim on your home insurance, you might have some questions... 

Read our guide to what you can and can’t claim for

How the claims process works

Your guide to water leak claims

How to stay safe from COVID-19 when tradespeople are in your home

Before you claim:

• Have your policy number and any documents to hand
• Give us as much information about the incident as you can
• Report theft to the police first and ask them for a crime reference number (you'll need this when you call us to claim) 

To make a claim:

We have different ways to get in touch based on what’s wrong, so choose from the following…

Make a home claim

If it’s not urgent our online claims form is the quickest way to submit your claim. We’ll usually get back to you within two working days but if there’s been severe weather and we’re particularly busy, it might take us a little longer. If your claim is urgent, please give us a call instead.

0800 032 2844

From abroad: +44 1202 296762

Telephone lines open:
Mon to Fri 8am - 6pm 
Sat 8am - 4pm
Calls will be recorded. For Text Phone, first dial 18001.

Home Emergency

If it’s an emergency (for example a broken boiler, plumbing issues or loss of electrical power) and you have Home Emergency cover included in your home insurance, you can use our Home Emergency form or call our 24-hour helpline below.

If you don’t have this cover but need emergency assistance, you can call our 24-hour helpline and we’ll put you in touch with qualified tradespeople as quickly as possible.

 0800 028 5988

24 hours a day, 365 days a year
Calls will be recorded. For Text Phone, first dial 18001.

If you’ve chosen Home Emergency cover, we can arrange emergency help for problems like a broken boiler, plumbing issues or loss of electrical power.

You only need to answer a few simple questions to report your home emergency, doing it online means you can also track its progress.

Report a home emergency online

If you didn't add this extra cover but require emergency assistance, don't delay in getting the emergency sorted as quickly as possible. Call us on the number below to see if we can put you in contact with qualified tradespeople.

Contact our 24 hour emergency helpline for home emergencies 

 0800 028 5988

24 hours a day, 365 days a year
For Text Phone first dial 18001
Calls will be recorded

Need more information on things like domestic emergencies, identity fraud assistance and legal advice?

Read more