Frequently asked questions

It is your responsibility to try and reduce your loss as far as possible. Therefore if temporary repairs can be done to prevent further damage then you should have these carried out. Keep hold of all the bills as, provided your claim is covered, we will reimburse you these costs. If you call our 24 hour emergency service (0800 917 9205), they may be able to assist you with providing traders. In some instances, for example boarding windows, we can appoint specialists for you and will pay them directly if your policy covers you. 

We will always tell you at the outset of your claim if we intend to appoint a Loss Adjuster, property surveyor or contractor to visit you and deal with your claim, or any supplier to restore or inspect damaged items. We use a number of service providers to collect information to assist us in achieving the earliest possible settlement of your claim and at the least inconvenience to you. 

If any loss, theft, malicious damage or vandalism occurs the police will need to be informed of the incident as soon as you reasonably can and a crime or lost property number obtained. If your mobile phone has been lost or stolen, you will also need to report this to your service provider. 

We can't tell you if or by how much a claim is going to affect your premium; this is something that we can discuss with you at the time of renewing your policy. We will write to you before your renewal to tell you how much your new premium would be, however, if we can take a few minutes to run through your details with you we can check that our records are up to date and ensure that your cover and premium are correct. Premiums can be affected by many factors including the type and frequency of claims made against the policy. 

Your excess is the first amount payable by you for any one incident under each section of your insurance policy and which is deducted from your claim settlement. Your claims handler will confirm what your excess is when you have reported your claim.

This really depends on the extent of your loss and the action needed to restore you to the same position. We will however allocate a dedicated claims handler to your claim who will provide updates to you at key stages. 

Wherever possible, we will repair or replace lost, damaged and stolen items through one of our specially selected suppliers. Where this isn't possible, we will discuss alternative settlement arrangements with you. 


Any specified personal possessions that have been totally lost or destroyed will be removed from your policy cover.  If you replace them and require cover again, you will need to pay an additional premium for this and can contact us to make the arrangements.