Home Insurance FAQ

If I host Ukrainian refugees, will it affect my home insurance?

No, we’ll treat refugees as guests, and you don’t have to tell us that they’re staying with you. They’ll be covered by your policy in the same way as any guests living in the home.

How do I change the address on my Home or Motor Insurance policy?

If you have moved already you may be able to change your address by logging into My Account if you hold:

• Home policies only
• Home, Motor, Life and/or Travel insurance and your policy is in your name only (single policy holder's)
• If you are changing your correspondence address only or the correspondence address and the address we are covering.

Alternatively, please contact our customer support team:

• Motor: Contact Us
• Home: Contact Us

Please note if your policy number starts with the letters CVH, CHH, AVP or your policy is due for renewal you will need to Contact Us.

Am I covered for moving house?

Our contents insurance includes cover for your contents while being moved by professional removers from your existing home (provided we are already insuring your contents at this address) to your new permanent home (including temporary storage in a recognised storage depository for up to seven days).

If you're moving, you'll need to let us know by completing a Mid-Term Adjustment (MTA) and provide the details of your new property. These details — such as the type of property, location, or security features — may affect your premium or whether we can continue to offer cover.

If you're a new customer, for cover limits and exclusions (such as money, jewellery and watches) please see our policy booklet.

If you're an existing customer, for cover limits and exclusions (such as money, jewellery and watches) please refer to the documents section of My Account on the policy you wish to view.

What is "Limited" Accidental Damage cover?

For buildings, "Limited Accidental Damage" covers accidental damage to any fixed glass, sanitary fittings or service pipes and cables. For example, accidentally breaking your hand basin.

For contents it covers accidental damage to non-portable home entertainment equipment, mirrors and glass in furniture. For example, if you accidentally drop your TV while moving it to decorate.

What is "Extra" Accidental Damage cover?

For buildings "Extra Accidental Damage" extends the "Limited Accidental Damage" cover to over accidental damage to the rest of the building. For example, putting your foot through the ceiling while in the loft.

For contents this extends the limited cover to cover accidental damage to most contents. For example, spilling a glass of red wine on your carpet or sofa.

If you're a new customer please see our Policy Booklet for the exclusions or, if you're an existing customer, please refer to the document section of My Account on the policy you wish to view.

Are mobile phones covered by home insurance?

Under contents insurance we will automatically provide cover for loss of or damage to mobile phones caused by any of these events whilst in the home:

Fire, explosion, lightning, earthquake and smoke damage
Storm and flood damage
Riot, civil commotion, strikes, labour and political disturbances
Damage by malicious persons or vandals
Collision by aircraft or other aerial devices, vehicles and animals (not including domestic pets)
Theft or attempted theft from the home
Falling radio and TV aerials
Subsidence, heave or landslide
Damage caused by falling trees or branches
Escape of water
Leakage of heating fuel 

If you'd like to cover a mobile phone away from home and against accidental damage, you'll need to select Personal Belongings cover.

For cover limits, exclusions and further information please see our overview of benefits.

Mobile phone's can be covered against Accidental Damage whilst in the Home on Plus under the Accidental Damage cover. This is included as Standard on the Premium Tier and is an option on the Regular Tier. If you would like the item covered away from the Home, this would be covered under the "Accidents and Thefts away from the Home". This cover is included on the Premium Tier as Standard and is optional on the Regular Tier.

Please note both of these covers are not available on the Basic Tier.

Legal Services Cover explained

If you need a lawyer for an issue covered by your policy, we'll provide you with one and legal funding of up to £100,000 to pursue or defend cases in court. This includes:

• Property claims, such as disputes with noisy neighbours or boundary issues
• Employment disputes, including unfair dismissal or discrimination at work
• Personal injury claims, such as food poisoning or accidental injury caused by someone else
• Consumer disputes, like the purchase of a faulty car or breach of contract by a holiday company
• Medical negligence claims against those responsible for your clinical care, such as doctors, dentists, or cosmetic treatment practitioners

The lawyer will discuss your case and represent you if it's more likely than not that you will be successful. Additionally, our 24/7 legal helpline on 081 811 8181 is available to provide you with immediate legal advice and support whenever you need it.

Please note that legal assistance and funding are only provided for issues covered by your policy. For detailed information, please refer to your policy documents.

You can add legal cover to your quote in the "Your quote" page.

If you have an existing policy you can add legal cover at renewal using My Account. Once logged in follow the below steps:

Use the "Your policies" button > then use the "Details" button on the policy you wish to view > Then choose "Amend my policy" > Under the appropriate cover select legal cover. Legal cover cannot be added mid-term.

If you're a new customer, for cover limits, exclusions and further information please see our Policy Booklet.

If you're an existing customer, for cover limits, exclusions and further information please refer to the documents section of My Account on the policy you wish to view.

What is covered under Home Emergency Cover?

Our home emergency cover provides you with expert help with emergencies at your property.

Benefits include:

• Up to £1000 for labour, parts and materials per claim
• Hotel accommodation costs up to £1000 if your home is uninhabitable
• No excess to pay

Emergency situations covered include:

• The breakdown of your main heating system
• A leak in your internal natural gas supply pipe
• Leaking or blocked pipes, drains, or toilets
• Blocked or collapsed drains
• Failure of the electrical wiring within the property
• Damage to roofing and external windows or doors
• Repair or replacement of locks and lost keys to secure your property 
• Treatment of rats, mice, wasps or hornets’ nests on your property.

You can add Home Emergency Cover to your quote in the "Your quote" page.

If you have an existing policy you can add Home Emergency Cover using My Account. Once logged in follow the below steps:

Use the "Your policies" button > Then use the "Details" button on the policy you wish to view > Then "Amend my policy" > Under the appropriate cover select "Yes" next to Home Emergency.

If you're a new customer, for cover limits and exclusions please see our Policy Booklet.

If you're an existing customer, for cover limits and exclusions please refer to the documents section of My Account on the policy you wish to view.

Does home insurance cover outbuildings?

With buildings cover outbuildings used for domestic purposes are automatically covered up to the total buildings sum insured provided the outbuildings are all at the same address shown on the schedule.

Contents insurance provides cover of up to £7,500 for the contents of your garage or any outbuildings on your property. This cover applies to theft claims only; we pay up to the sum insured for any other types of claims e.g: fire.

Cover limits and exclusions apply, so for further information please see our Policy Booklet.

With Plus your outbuildings and contents in outbuildings are covered as standard under your core cover provided the outbuildings are all at the same address shown on the schedule. With Plus there is no longer a theft restriction, it will be covered under the contents sum insured on your chosen tier.

Are pedal cycles covered under home insurance?

Pedal cycles are automatically covered as part of your contents cover when they are kept inside your property. Some limits and exclusions apply - please see below for details of where to find these.

If you want to cover your cycles away from home including worldwide cover, you'll need to add Pedal Cycle cover to your policy.

New customers
You can cover cycles from £300 to £5,000 online. Visit here for a quote or if you've already received a quote and would like to add this, go here.

Existing customers
You can add Pedal Cycle cover to your policy using My Account. Once logged in follow the below steps:

• Select 'Your policies' button at the top
• Then select 'Details'
• Choose 'Amend my policy'
• Under 'Contents cover' and then 'Personal belongings - covered in and away from the home' enter the value of your most expensive bike next to 'Cover for your cycle(s)'.

With Plus your Pedal Cycles will be covered inside the home as part of your contents cover. Whilst away from the home they will be covered worldwide under your "Accidents and Thefts away from the home" cover. This cover is not available on the Basic Tier, but is included as standard on the Premium Tier and is an optional cover on the Regular Tier.

For new and existing customers, you can see the cover limits here. See our policy booklet for details for the cover and exclusions.

What is Personal Belongings cover?

Personal Belongings cover is cover for your personal items (e.g. mobile phone, laptop, jewellery, camera equipment) while you are in or away from your home and accidental damage at home. Any personal item worth more than £2,000 will need to be specified on your policy.

You can add Personal Belongings cover to your quote in the "Your quote" page.

If you're a new customer, for cover limits and exclusions please see our Policy Booklet and for further information please see our Overview of benefits.

If you're an existing customer, for cover limits and exclusions please refer to the documents section of My Account on the policy you wish to view.

On Plus we call this cover "Accidents and Thefts away from the home". This cover will cover all items defined above with no single article limit. Meaning no items need to be specified on Plus. This optional cover is included as standard on the Premium Tier and as an optional cover on the Regular Tier. It isn't included on the Basic Tier.

Will you replace items on a "new for old" basis?

Cover is provided on a new for old basis (except for mobile phones, where we reserve the right to replace a lost or stolen phone with a refurbished model). We may choose to settle by one of the following methods:

• Replacing with new items
• Reinstating (restoring your insured items to the condition they were in before the loss; for example, by professionally cleaning soiled carpets)
• Repairing
• Payment, so that you can choose your own replacements

What is the excess on a home insurance claim?

Our standard excess is £200 but you can select different excesses for both buildings and contents insurance, the minimum being £100. You can select these in the "Tailor your policy" section on the "Your quote" page.

If you have a subsidence claim the standard excess is £1,000 (this figure can change depending on the history of your property/area).

If you are an existing customer you can review your excesses in My Account. Once logged in follow the below steps:

• Use the "Your policies" button
• Then use the "Details" button on the policy you wish to view
• Then select "Policy excesses"

For Plus policies If you make an escape of water claim the standard excess is £450 (this figure can change depending on your level of cover and your standard excess).

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