Home insurance help

Renew my home policy
It’s great to hear you are renewing with us. If you have opted for automatic renewal, then as long as your payment card or bank details are still correct your policy will automatically renew. Please check that the information we hold about you is correct. Your policy will be renewed up to five days before your renewal date. You can opt out of auto-renewal at any time with your online account.

If you haven’t opted for auto renewal then please speak to a member of our Live Chat team via our Virtual Assistant if you’d like to opt in.

To renew your policy online follow the steps below:

• Log in to your online account
• Scroll down the homepage and click “Retrieve Renewal”
• Please check your details and click "I Accept", which will take you to the payment options page
• Follow the on-screen prompts to complete your renewal

If you’re not sure if you have already selected auto renewal then check the “Automatic Renewal” page in your online account. If you can’t find the information then please speak to a member of our Live Chat team via our Virtual Assistant.

Stop my renewal
Sorry to hear you do not wish to continue your policy. In order to cancel your policy from your renewal date you’ll need to speak to a member of our Live Chat team via our Virtual Assistant.

Make a change to your home policy during renewal
If you have received your renewal invitation then you’ll need to contact us to make any changes to your policy. You can speak to a member of our Live Chat team via our Virtual Assistant.              

Make a change to your home policy during the rest of the year
If your policy is not due for renewal, you can make changes via your online account and you won’t be charged our administration fee of £20.

Pedal cycle extension
If you would like to add this to your policy or check if you have this cover in place you can speak to a member of our Live Chat team via our Virtual Assistant.

Home legal protection
We offer Personal Legal Protection cover that’s provided by ARC legal assistance and is only £21.75 for the year. This legal cover will provide you with legal representation up to £50,000 to cover a wide range of incidents.  If you would like to find out more click here. If you would like to add this to your policy you can speak to a member of our Live Chat team via our Virtual Assistant.

Home protection
We offer Home Protection cover for just £27.50 a year. This is a product only available to our home insurance policy holders and is provided by AXA assistance. It’s a 24 hour call out cover, which is available 365 days of the year, so you have peace of mind a tradesman can be sent out to you in the event of an emergency in your home. As long as the home isn’t left unoccupied for more than 30 days, it covers up to £500 for call outs, parts and labour as a result of an emergency that renders the home uninhabitable or creates a risk to health, loss of or damage to your home or belongings. You can find out more by clicking here. If you would like you add this to your policy please call us on 0800 183 9261 or you can speak to a member of our Live Chat team via our Virtual Assistant.

Home protection plus
We offer Home Protection Plus cover for just £57.50 a year. This is an exclusive product only available to our home insurance policy holders and is provided by AXA assistance. It will cover complete, partial or intermittent breakdown of a single domestic boiler maintained according to manufacturer’s guidelines. The cause of the breakdown must be sudden or unforeseen and the cover would exclude power flushing, removal of sludge, de-scaling and hard water problems. You can find out more by clicking here. If you would like you add this to your policy please call us on 0800 183 9261 or you can speak to a member of our or Live Chat team via our Virtual Assistant.

Storm Damage
You can make a claim using our online claims journey provided by Ageas.

Accidental Damage
TV, mobile, laptop, carpets, fixed glazing and jewellery - you can make a claim using our online claims journey provided by Ageas.

Loss of personal belongings
Jewellery and freezer food - you can make a claim using our online claims journey provided by Ageas.

If you need to make a claim for something else please contact us on 0345 165 5788.

Missed monthly payments
If this is the first time this payment was missed, we will attempt to collect the payment again automatically within 7-10 days of your payment date. As soon as your bank has notified us of the missed payment, we will let you know when we will try to collect payment again via your preferred delivery method. If we were unable to collect this payment for the second time, you can pay your outstanding balance by following the steps below:

• Log in to your online account
• On your home page, you will have a notification of an outstanding balance if one is owed.
• To pay this balance, click ‘Pay now’
• Enter your card details and select ‘Next’ to proceed with your payment.

Missed annual payments
If you have missed a payment you can pay your outstanding balance quickly and easily online by following the steps below:

• Log in to your online account
• On your home page, you will have a notification of an outstanding balance if one is owed.
• To pay this balance, click ‘Pay now’
• Enter your card details and select ‘Next’ to proceed with your payment.

Problem with payment
You can speak to a member of our Live Chat team via our Virtual Assistant.

Haven’t got a payment code for Strong Customer Authentication (SCA)
You should contact your card provider who will be able to provide you with further assistance.

Online account video
There are a number of things you can easily do in your online account such as viewing your documents, renewing your policy and making changes without admin fees. Here’s a short video below to help you.

Online account showing old policy / online account for multiple policies
We are sorry you are having issues with your online account. You can speak to a member of our Live Chat team via our Virtual Assistant.

I don’t have an online account
You are able to register for an online account by clicking here.

If you are facing a difficult time, we want to help and make the process as easy as possible for you.

If you’ve lost a loved one who had a home insurance policy with us, you can let us know by filling out this form.

Or, if you would prefer to speak to someone, you can get in touch with a member of our Call Centre team on 0345 165 5789 or our Live Chat team via our Virtual Assistant.

How do I cancel my insurance policy mid-term?

• Click on 'My home'
• Select 'Thinking of leaving us' at the bottom of the page
• Select reason for cancellation
• Select when you would like your policy to end
• Follow the steps to complete your cancellation.

You can log in to your online account here 

How do I cancel my renewal?
To cancel your renewal please follow these steps:

• Log in to your online account
• Click on 'my home’ or ‘my car’
• Underneath 'manage renewals' click on 'cancel my renewal'
• Click on the reason you would like to cancel your insurance
• Finally click 'cancel my renewal' and you are done
• You will then receive your documents by your preferred delivery method shortly.

You can log in to your online account here 

What do I need to do once my policy has been cancelled?
Please be aware that your mortgage provider may require you to have Buildings Insurance.

What is the cooling off period?
You have 14 days from either the purchase date of the policy, or the date you receive the policy documentation (whichever is later) to cancel your cover. This is called the cooling off period. During the cooling off period there is no administration fee for cancellation; after the cooling off period the cancellation fee is £35. Please note, if your cover has already started, you will be charged for the time of cover in addition to any applicable fees.

What are the cancellation charges?
You have 14 days from either the purchase date of the policy, or the date you receive the policy documentation (whichever is later) to cancel your cover. This is called the cooling off period. During the cooling off period there is no administration fee for cancellation; after the cooling off period the cancellation fee is £35. Please note, if your cover has already started, you will be charged for the time of cover in addition to any applicable fees.

To cancel your policy, please follow the steps below:

• Click on 'My home'
• Select 'Thinking of leaving us' at the bottom of the page
• Select reason for cancellation
• Select when you would like your policy to end
• Follow the steps to complete your cancellation.

You can log in to your online account here

If you have purchased additional cover, you will be entitled to a full refund during the cooling off period provided no claims have been made. After the cooling off period no refund will be provided.

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What to do if the policy holder has passed away?
If you are facing a difficult time, we want to do our best to help and would like to speak to you directly. Please give us a call.

Why has my policy been cancelled?
Please speak to a member of our Live Chat team via our Virtual Assistant or call us. Lines are open 8.30am - 6.00pm Monday to Friday and 8.30am - 4.00pm on Saturdays.

View my documents
You can access your policy 24/7 by logging into your online account.

To view your documents, please follow the steps below:

• Log into your online account.
• Click the "Manage Policy’ button.
• Click ‘View’ next to the document you would like to see.

Alternatively, you may be able to find your documents in your inbox or junk folder from when you took out your policy with us.

Large print / Braille documents
If you need your documents in a different format, such as large print or braille, you can speak to a member of our Call Centre team or our Live Chat team via our Virtual Assistant and they’ll be happy to help you.

Unable to open your documents
Please speak to a member of our Live Chat team via our Virtual Assistant.

Temporary cover request

Unfortunately, we don't offer temporary cover on your home insurance. If you’d like to make permanent policy changes you can speak to a member of our Live Chat team via our Virtual Assistant.

Add joint policy holder
To get a quote to make this change, please log in to your online account.

• Press the 'Manage Policy' button.
• Under 'Policy Holders' click 'Add Joint Policy Holder'.
• Enter the start date of the change and click 'Confirm & Continue'.
• Update the relevant boxes with your change.
• Click 'Show Price'.
• Click 'Buy' to activate the change or 'Back to your Policy' if you choose not to activate the change.

Change home address
Do you need to amend the insured address or correspondence address?

To amend the insured address:

• Log into your online account and press the ‘Manage Policy’ button.
• Under Your Details click ‘Replace Current Property’.
• Enter the start date of the change and click ‘Confirm & Continue’.
• Update the relevant boxes with your change.
• Click ‘Show Price’.
• Click ‘Buy’ to activate the change or ‘Back to your Policy’ to not activate the change.

To amend the correspondence address:

• Log into your online account and press the ‘Manage Policy’ button.
• Under Your Details click ‘Amend your details’.
• Enter the start date of the change and click ‘Confirm & Continue’.
• Under contact information, find your address and click ‘Click here’ to amend.
• Update the relevant boxes with your change.
• Click ‘Show Price’.
• Click ‘Buy’ to activate the change or ‘Back to your Policy’” to not activate the change.

If your property is going to be unoccupied for 60 days or more then cover limitations apply, you can speak to a member of our Live Chat team via our Virtual Assistant to find out more.

Change occupation

You can get a quote to change your occupation by:

• Log into your online account and press the ‘Manage Policy’ button.
• Under Your Details click ‘Amend Your Details’.
• Enter the start date of the change and click ‘Confirm & Continue’.
• Update the relevant boxes with your change.
• Click ‘Show Price’.
• Click ‘Buy’ to activate the change or ‘Back to your Policy’ to not activate the change.

You can log in to your online account here.