Home Insurance | Existing Customer

August opening hours

To best support our existing customers during the busy month of August, we’re temporarily changing the opening hours of our sales lines. Remember, you can still get a quote and buy online 24/7.

If you’d like to call us about a new policy, we’re here:

Mon to Fri and bank holidays 9am - 5pm
Sat and Sun closed

If you’re an existing customer, our opening hours haven’t changed. You can still call us:

Mon to Fri 8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am - 4pm

We'll cover you to house people fleeing the conflict in Ukraine under the 'Homes for Ukraine' scheme. Here's what you need to know...

What would you like to do?

Request documents

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

Manage policy

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

Speak to our friendly people today

0330 678 5200

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

Renew your policy

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:

0330 678 5200

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

Cancel your automatic renewal

Looking to cancel your automatic renewal?

We know things change, so cancelling your renewal online is quick, simple and completely free.

There are two ways of cancelling, depending on how close your policy is to its renewal date.

So, here are your options…

My renewal date is in 30 days or less

You can use our online tool to cancel up until four working days before your renewal date.
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.

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

Make a claim

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

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.

0330 678 5000

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.

24hr helpline telephone icon 0330 678 5246

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

Emergency helpline

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

24hr helpline telephone icon 0330 678 5246

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?

Whirlpool recall

I have a Whirlpool washing machine, what should I do?

Here's what you need to know...

If your washing machine is on the fire recall list, you're entitled to a replacement washing machine or repair to your existing appliance, free of charge through Whirlpool
Unsure if your washing machine is affected? Visit Whirlpool's website to check your model

How to avoid fires by checking your appliances

FREQUENTLY ASKED QUESTIONS

Got a question about our home insurance?

I have another question

Say hello to LV=

Have a smart speaker? You can now ask your Google Assistant or Amazon Alexa device all about your home cover.

Head to our support page to learn more.

Home insurance existing customers

August opening hours

What would you like to do?

Whirlpool recall

FREQUENTLY ASKED QUESTIONS

Say hello to LV=