Home insurance existing customers
Renew your home insurance policy, make a claim or make changesWhat would you like to do?
Can't find your documents?
If you chose to have your documents emailed, they would've come from the email address [email protected]
Maybe you've got the email but can't remember the password to your documents?
The password to open your documents is your date of birth in this format - DDMMYYYY. So, if your birthday is 6th March 1952, please enter 06031952.
If you received your documents from 31 March 2020, you don't need a password to open them.
If you received your documents any time before 28 June 2020 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 (PDF, 147KB)
Need to make a change to your policy, like changing your address or updating your contents limit?
Speak to our friendly people today
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
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
If you'd like to make changes or talk to us about your policy, just give us a call:
Mon to Fri 8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am - 4pm
For Text Phone first dial 18001
Calls will be recorded
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 cancellation form and we’ll do the rest
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
Your guide to water leak claims
How to stay safe from COVID-19 when tradespeople are in your home
How to 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, please call:
From abroad: +44 1202 296762
Chat and telephone lines open:
Mon to Fri 8am - 6pm
Sat 8am - 4pm
Emergency assistance is available 24/7
Calls will be recorded. For Text Phone, first dial 18001.
Or, if you want to make a claim for damage caused by a storm or flood you can report it online:
Report a storm or flood claim online
If you're an existing customer and would like an update on an existing claim, head to our dedicated claims page.
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
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
FREQUENTLY ASKED QUESTIONS
Got a question about our home insurance?
Say hello to LV=
Head to our support page to learn more.